Support Policy

1. Purpose

This Support Policy outlines how CareCoderAI provides assistance to its users, ensuring timely, effective, and consistent support for all customers. It defines the available support channels, response times, service levels, and responsibilities of both CareCoderAI and its users.

2. Scope

This policy applies to:

• All CareCoderAI products and services.

• All registered users, subscribers, and enterprise clients.

• Support requests related to technical issues, billing, feature usage, and account management.

3. Support Channels

CareCoderAI provides support through the following channels:

1. Help Center / Knowledge Base

   • Available 24/7 with guides, FAQs, and troubleshooting articles.

2. Email Support

   • Contact: support@carecoderai.com

   • Available Monday–Friday, 9:00 AM – 6:00 PM (local business hours).

3. Live Chat (for Pro & Enterprise Plans)

   • Available during business hours for urgent inquiries.

4. Dedicated Account Manager (Enterprise Only)

   • Personalized assistance and quarterly check-ins.

4. Response Times (SLA)

CareCoderAI aims to respond to support requests within the following timeframes:

*Resolution time may vary depending on issue complexity. Users will receive regular status updates.

5. Support Coverage

Support includes:

• Troubleshooting technical errors or system malfunctions.

• Guidance on product features and best practices.

• Assistance with account and billing questions.

• Bug reporting and tracking.

Support does not include:

• Custom feature development.

• Third-party system issues outside CareCoderAI’s control.

• Onsite support.

6. User Responsibilities

To ensure effective support, users are expected to:

• Provide clear and detailed descriptions of their issue.

• Include screenshots, logs, or error messages where applicable.

• Maintain up-to-date contact information.

• Follow best practices and documentation provided in the Help Center.

7. Escalation Procedure

If an issue is not resolved within the stated timeframe:

1. First escalation → Team Lead review.

2. Second escalation → Head of Customer Success.

3. Final escalation (Enterprise only) → Assigned Account Manager with executive oversight.

8. Policy Review

This Support Policy is reviewed annually and updated as needed to reflect changes in services, technologies, or customer requirements.