Please review the tabs below for relevant terms and conditions related to our core services.

Remedy CMS Help Desk & Managed Support

Our Help Desk is the front door for Managed Support (SLA)—keeping your Remedy CMS site secure, fast, compliant, and up-to-date. Use it for content edits, light UX tweaks, break/fix, updates, and incident response. Proactive growth work (SEO/AEO/GEO, content, CRO) is handled via an optional Growth Retainer.

How to Submit a Ticket

Tip: Don’t email individual team members—tickets route to the right team member, track SLAs, and keep updates auditable.

What to include

  • Clear summary & desired outcome
  • URL(s), screenshots, error messages, steps to reproduce
  • Priority/Impact
  • Any deadline or compliance context (accessibility, legal, PHI workflows)

Support Hours & Coverage by Plan

  • No Plan (standard hosting,  no SLA): 
    Mon-Thu, 7:00 AM - 4:00 PM ET •  Help Desk Support Only • 5-7 Business Day estimated turnaround time on standard requests
  • Essentials (SLA):
    Mon–Thu, 7:00 AM–4:00 PM ET  •  P1 coverage during Support Hours; after-hours best effort • 3-5 Business Day estimated turnaround time on standard requests
  • Enhanced (SLA):
    Mon–Fri, 7:00 AM–5:00 PM ET  •  Standard prioritization & escalation; after-hours best effort • 2-3 Business Day estimated turnaround time on standard requests
  • Enterprise (SLA):
    Mon–Fri, 7:00 AM–5:00 PM ET  •  Priority scheduling & escalation; after-hours prioritization • 1-2 Business Day estimated turnaround on standard requests

Holidays observed: New Year’s Day, MLK Jr Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving (Day Before/Day Of/Day After), Christmas (Day Before/Day Of/Day After).

Severity & Response Targets

We triage all tickets by severity. Full details are defined in the Hosting & Support SLA.

Plan P1 P2 P3
No Plan 1 business day acknowledgement during Business Hours; no after-hours support 2 business days 2-3 business days
Essentials 4h acknowledge during Business Hours; after-hours best effort 1 business day 2 business days
Enhanced 2h acknowledge during Business Hours (and Fridays); status updates ≤90m until mitigation Same business day 1 business day
Enterprise 1h acknowledge 24×7 + immediate on-call engagement; status updates ≤60m; exec comms as needed 4 business hours 1 business day

Turnaround Time for Typical Requests

  • Quick edits (<1 hour): usually same–1 business day (Enhanced/Enterprise) or 1–2 business days (Essentials)
  • Small changes (1–3 hours): 1–3 business days depending on plan and queue
  • Larger changes (>3 hours): we’ll provide an estimate and schedule (may require a Work Order)

Work progresses within the included hours for your plan. If a request exceeds remaining hours, we’ll confirm scope and recommend next steps (use future hours, add a block, or issue a Work Order).

Clients with no existing SLA (No Plan, Hosting Only) will be worked into our schedule as time permits. Schedules are built weekly on Mondays to include all requests submitted from the previous week. Standard turnaround time for Quick Edits from non-SLA clients is 5-7 business days. 

What’s Included vs. Project Work

Included (Managed Support)

  • Platform updates, security patches, dependency maintenance
  • Uptime monitoring, alerting, and incident response
  • Minor content edits and light UX tweaks
  • Backups/restores; performance monitoring & basic remediation guidance

Project / Growth Retainer

  • Custom graphic design, development or engineering
  • Large content updates or custom landing pages
  • Integrations (CRM/scheduling/reputation management)
  • SEO/AEO strategy, Analytics/Reporting, Content Strategy

Billing & Rates

  • Included hours: covered within your SLA plan
  • Overages & non-covered work: $140/hr (billed to next cycle)
  • Off-hours work: 1.5× rate (after 4pm Mon–Thu; Fri–Sun; holidays) when directly requested during off-hour times
  • Expedited “URGENT”: 2× rate for faster turnaround times than supported by your current SLA tier (if we can’t meet the window, we’ll set a timeline and bill standard rate)
  • P1 incident response: included under your SLA

Some plans allow limited hour rollover (e.g., up to 10% for one month). 

Escalation

  • Primary: Help Desk ticket via portal/email
  • Dedicated Contact (Enhanced/Enterprise): Account manager to be provided
  • Path: Support → Duty Engineer → SRE/Platform Lead → Executive Sponsor (Enterprise)

Security, Accessibility & PHI

  • Security: TLS, WAF/DDoS mitigations, monitored updates; emergency patching as required
  • Accessibility: WCAG 2.2 AA intent for in-scope components; full audits/remediation available
  • PHI: Do not submit PHI via tickets or site forms unless a BAA is executed and approved workflows are in place

Service Credits

If monthly uptime falls below your plan’s target (after excluding Permitted Downtime), you may request service credits per the Hosting & Support SLA within 10 calendar days after month end. Credits apply to Hosting + Managed Support fees and are not cash refunds.

Best Practices for Faster Resolutions

  • Submit one request per ticket to keep scope clear
  • Attach approved copy/assets for content tasks up front
  • Include URLs, steps to reproduce, and business impact
Looking to grow (not just maintain)? Ask about the Remedy CMS Growth Retainer for SEO/AEO, local search, content sprints, CRO, and analytics—focused on appointments, provider utilization, and service-line growth.
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