Getting Help

When you have a question or run into an issue, there are several ways to find the answer. This page covers how to help yourself, how to reach StrataPT’s support team, and what to do if an issue needs escalation.

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Find Answers in the Knowledgebase

Many common questions are answered in this knowledgebase. Before contacting support, a quick search here may get you an answer faster.

• Guides provide step-by-step walkthroughs for StrataEMR’s major workflows. If you need to learn how to do something (schedule a patient, complete documentation, discharge a case), check the Guides section first.
• Documentation is the detailed reference for all features and settings. If you need to understand what a setting does or how a specific feature behaves, the Documentation section has the details.

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Contact StrataPT Support

When you can’t find the answer in the knowledgebase, or you’re dealing with an issue that needs hands-on help, reach StrataPT’s support team directly.

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Support Channels

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What to Include When You Contact Support

Providing clear information upfront helps the support team resolve your issue faster. When reaching out, include:

• What you were trying to do (the workflow or task)
• What happened (the unexpected behavior or error)
• What you expected to happen
• The patient or case involved, if applicable (name, case ID, or relevant identifier)
• Screenshots or screen recordings, if available (especially helpful for UI issues)
• When the issue started (first occurrence, frequency)

The more context you provide, the fewer follow-up questions are needed before the team can start working on a resolution.

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Response Times

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Know What You’re Reporting

Not every issue is the same, and knowing how to categorize your request helps StrataPT route it to the right team. Something isn’t working (Bug): A feature or workflow is producing unexpected results, throwing an error, or not functioning as documented. Report this through the support channel for fastest resolution. I need help doing something (How-To): You know what you want to accomplish but aren’t sure how. Check the Guides section first. If you can’t find the answer, contact support. I’d like to suggest an improvement (Feature Request): You have an idea for how StrataEMR could work better for your practice. Share it with your Customer Success contact or submit it through the support channel. Feature requests are reviewed by the product team. Something feels slow or off (Performance): Pages are loading slowly, reports are taking too long, or the system feels sluggish. Check StrataPT System Status first to see if there’s a known issue. If not, report it through the support channel with details about when and where you’re experiencing the slowdown.

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Escalation

If you’ve contacted support and your issue isn’t being resolved in a timeframe that works for your practice, you have options.

1. Reply to your existing support ticket and note that you’d like the issue escalated. Include the reason the current timeline isn’t working (patient impact, billing deadline, etc.).
2. Contact your Customer Success representative directly. They can advocate internally and help prioritize resolution.

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Hypercare Customers

If your practice is still in the hypercare period (post-go-live, pre-graduation), your support experience is different from what’s described above. During hypercare:

• You have a dedicated hypercare team with faster response times.
• Your hypercare team is proactively monitoring your practice’s operational and billing metrics.
• For questions and issues during hypercare, reach out to your hypercare team directly rather than using the standard support channels.

Once you graduate from hypercare, you’ll transition to the standard support process described on this page. Your Customer Success contact will walk you through that transition.

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Helpful Links