Healthie Uptime

This article talks about how we manage updates to the platform, schedule maintenance and upgrades, and ensure service continuity for you and your clients. 

Live Platform Status

The Healthie status page, which can be viewed here will always show any known incidents with the Healthie app.

Incidents are specific text-based updates that describe what's happening, and what we're doing to fix any underlying problem. Incidents are updated regularly throughout a status event. If you’re having trouble with Healthie, but you don’t see an active incident on the status page, reach out to our support team at hello@gethealthie.com. 

Platform Updates 

We are always improving, and new updates to the platform go live on a weekly, and even daily basis. Updates are rigorously tested first in our testing environment, and then scheduled to go live on our live platform. Updates do not create downtime at Healthie. 

In addition, updates are released in a backwards compatible way, meaning that they are not disruptive to your workflow. 

You can review our Product Roadmap to see what's planned to go live. 

Finding Support 

There are several ways to find support at Healthie, and answers to platform-related questions 

1. Use the in-product HELP button. 

Log into your Healthie provider account and click the purple chat icon on the bottom-right. From here you can: 

• Use the ASK option to submit a question to our team or enter a support ticket if you've encountered an issue 
• Use the ANSWERS option to search our help docs for information. This is the quickest way to find detailed information on every facet of the Healthie platform

2. Submit a Support Ticket 

While this can be done in product, using the HELP button as described above, you can also create a support ticket by emailing hello@gethealthie.com 

To provide the most comprehensive support, please provide a detailed explanation of your platform issue, including any screenshots or screen recordings. 

We do our best to respond within 24 hours during normal business hours on weekdays and within 48 hours on weekends.