Emergency Support Available 24/7
Critical system issues receive immediate attention to ensure uninterrupted emergency medical services.
1. Contact Support
Emergency Support Hotline
+1 (555) 911-HELP
Critical system outages and emergencies
Live Chat Support
Available 24/7
General technical assistance and questions
Email Support
support@arika.com
Non-urgent issues and documentation requests
Support Portal
support.arika.com
Track tickets and access knowledge base
2. Support Priorities & Response Times
Critical (15 minutes)
System outages, data loss, security breaches
- Complete system unavailability
- Data corruption or loss
- Security incidents or breaches
- Voice service interruptions during emergencies
High Priority (1 hour)
Significant functionality issues affecting patient care
- Core feature malfunctions
- Dosing calculator errors
- Authentication problems
- Performance degradation
Standard (4 hours)
General questions and minor issues
- Feature questions and how-to guidance
- Account management requests
- Training and documentation
- Enhancement requests
3. System Status
Current System Status
Last updated: November 24, 2024 at 3:45 PM EST
Subscribe to status updates at status.arika.com
4. Frequently Asked Questions
Use the "Forgot Password" link on the login page or contact your department administrator. For security, password resets require verification of your professional credentials.
Immediately stop using the suggested information and follow your department's established protocols. Report the issue to our emergency support line at +1 (555) 911-HELP and document the exact query and response for investigation.
ARIKA requires an internet connection for AI features. However, some basic calculators and reference materials can be cached for offline use. We recommend having backup protocols for areas with poor connectivity.
Contact our Privacy Officer immediately at privacy@arika.com or +1 (555) 123-HIPAA. All reports are investigated within 24 hours and handled with strict confidentiality.
Ensure you're speaking clearly into the microphone and minimize background noise. The system is optimized for emergency environments but performance improves with clear speech. Try using standard medical terminology.
Only organization administrators can add users. Access the admin panel, verify the new user's credentials, and assign appropriate roles. New users must complete mandatory training before system access.
5. Submit Support Ticket
Create New Support Request
For critical emergencies, call +1 (555) 911-HELP immediately instead of submitting a ticket.
6. Self-Service Resources
Knowledge Base
Searchable database of articles, tutorials, and troubleshooting guides.
Access: support.arika.com/kb
Video Tutorials
Step-by-step video guides for common tasks and features.
Library: 50+ instructional videos
System Requirements
Technical specifications and compatibility information for optimal performance.
Updated: Monthly
Best Practices Guide
Evidence-based recommendations for optimal system usage in emergency scenarios.
Format: PDF Download
7. Department Administrator Support
Admin-Specific Resources
- User Management: Dedicated support for account setup and role assignment
- Billing Support: Subscription management and usage reporting
- Integration Assistance: Help with existing EMS system integration
- Custom Training: Tailored training programs for your organization
- Compliance Reporting: HIPAA audit support and documentation
Dedicated Account Manager
Enterprise customers receive a dedicated account manager for:
- Regular check-ins and system optimization reviews
- Priority escalation for critical issues
- Custom feature development discussions
- Training program coordination
Contact: accounts@arika.com
8. Mobile Support App
ARIKA Support Mobile App
Download our mobile support app for:
- Quick access to support tickets and status updates
- Push notifications for system alerts
- Offline access to critical documentation
- Direct chat with support representatives
Download: Available on iOS and Android app stores
9. Escalation Process
Support Escalation Hierarchy
- Level 1: Initial support representative (technical issues)
- Level 2: Senior technical specialist (complex problems)
- Level 3: Engineering team (system issues)
- Management: Department leadership (service concerns)
Escalation occurs automatically based on issue complexity and resolution timeframes. You can also request escalation at any time.
10. Feedback & Improvement
Help Us Improve
Your feedback drives our continuous improvement efforts:
- Support Surveys: Rate your support experience after each interaction
- Feature Requests: Submit ideas for new capabilities
- User Advisory Board: Join our quarterly feedback sessions
- Beta Testing: Test new features before general release
Feedback Portal: feedback.arika.com