SureShield’s Technical Assistance Center (TAC) – Unlimited Telephone and Email Support

SureShield’s Technical Assistance Center (TAC) is available 24 hours a day, 7 days a week for assistance with configurations, feature implementation, troubleshooting, and general information.

Live support is available by:

Phone: 1-408-905-7236; phone support hours: 8 a.m. – 5 p.m. Pacific Time

Email: support@sure-shield.com; 24 hours/day, 7 days/week

Support SLAs

SureShield Healthcare IT Risk & Compliance Software support customers receive prioritized TAC services. The TAC support database uses ticket generation and tracking ability to track the progress of the case.

Priority Level Business
Impact / Severity
Examples Response Time SLAs
Response Time Resolution Time
1 Critical Service not Accessible/Unable to restore Service/No work around available 60 mins 4 hrs
2 High User experiences functionality breaks/User unable to log into his account/ Not able to see the expected data 90 mins 6 hrs
3 Medium User has functionality and/or interpretation issues 6 hrs 24 hrs
4 Low User has “How do I?” issues 6 hrs 24 hrs
5 Feature Request New feature requests/ Enhancements 12 hrs 24 hrs for feedback

Contact Our Compliance Software Support Team