Support Process Overview

Support Process Workflow

Support Portals

The self-service portal is designed to provide you with the essential information and resources necessary for efficiently troubleshooting and resolving your issues.

Within the application users can access the help link from within their profile menu at the top right of the application.

NOTE

Please refer to Help Center for any Novari Application issues or questions.

Novari Support Coordinator/Novari Super User

A representative chosen by your organization to provide Tier 1 application assistance to users. Support Coordinators have the authority to reach out to Novari Support for Tier 2 assistance when needed. Novari Support Coordinator or Super User is the first point of contact for end-users of Novari Application and are considered Tier 1 support. Please submit this Web Form to update the keys contacts including this role. It is crucial keep the Novari Health Contact list up to date.​Please reach out to the Support team to get the current list of your Support Coordinators.

Tier 1 support includes but is not limited the following

1. Basic application troubleshooting

2. Identity management including password resets

3. End User Computing issues like Device, browser or network issues. for Novari eRequest and resolve desktop, browser, configuration, or networking issues.

4. Application workflows and Configuration related questions

5. Removal of any erroneous data entered into the application.

The following questions might help Novari Support Coordinator Diagnose the issue efficiently.

1. What action are you performing?

2. Is the issue for multiple users?

3. please provide the screen shot and a quick description of the issue (Even if there is no error message) This helps avoid confusion or presumptions about the issue.

4. Can you reproduce this error each time? If yes, please provide the steps to reproduce

5. If this issue is related to a particular case, please provide Novari ID

6. What browser are you using?

The Support Coordinators (Tier 1) are responsible for diagnosing issues reported and escalating unresolved cases with all the required details, screenshots and troubleshooting steps performed to Novari Support (Tier 2)

Novari Support Team (Tier2) only coordinates with Tier 1 and not End Users

End Users are requested to escalate their issues or questions to Tier 1.

Novari Support Team / Tier 2

For Urgent or Critical Issues:

Please call the Novari Urgent Support number at 1-888-793-9777 in addition to sending an email with all the required details. Urgent issues include; issues when patient care is impacted, application performance and inaccessible interfaces or features.

• Novari Health provides Tier 2 Application support for all Novari Applications.

• Tier 2 support is limited to Application Support Coordinators (Tier 1) only.

• Each pathway will specify the individuals designated to be Tier 1 for that pathway. Each Application Support Coordinator (Tier 1) will be assigned a unique support license ID needed to contact Tier 2 support.

• End users seeking Tier 2 support will be redirected to Tier 1.

The Support Coordinators (Tier 1) are responsible for diagnosing issues reported and escalating unresolved cases with all the required details, screenshots and troubleshooting steps performed to Novari Support (Tier 2) through email.

An automatic ticket is generated for every issue reported to Tier 2. A confirmation email is sent to Tier 1 along with the ticket number assigned to the case. The eRequest support team will categorize  the issue as per the Novari Health classification guidelines and address the request accordingly. If needed, the ticket will be escalated to other internal technical teams like Technical Delivery, Clinical Delivery and Product Maintenance teams.

Regular updates on the ticket will be shared with the Support Coordinator. Depending on the nature, severity, and scope of the identified issue, Novari Health reserves the right to inform all registered individuals of the issue and the associated resolution.