Support
Help that understands night shift
Treatment facilities run 24/7; support expectations are set accordingly.
Response expectations
Live-operations issues (a facility can't record rounds): same-day, prioritized. Account & how-to questions: within 1 business day. Feature requests: acknowledged, and genuinely read — this product was built from them.
Onboarding
Facility setup call, staff one-pager for phone installation, and a live shadow of your first shift on the platform. Enterprise tiers include hands-on onboarding assistance.
Knowledge base
Step-by-step guides for staff, supervisors, and administrators — from pairing a wristband to reading the verification report. Your Facility Administrator Walkthrough and Staff Quick Start ship with your welcome kit.
Self-serve answers
A staff phone can't connect — where do I start?
Check the facility code on the first-launch screen, then confirm the phone has any internet connection. Rounds recorded while offline are queued on the device and sync automatically — no data is lost while you troubleshoot.
How do I add or deactivate a staff account?
Facility admins: Staff tab → create with a temporary PIN (forced change on first sign-in), or Details → deactivate — which signs that person out everywhere immediately.
A wristband seems dead — what happens to rounds?
Rounds continue: the app records a manual check with a required reason, flagged for supervisor review, so the record shows exactly what happened. Swap a fresh band from your included supply and re-pair by holding it near the phone.
How do I pull records for a surveyor?
Reports → set the date range → export CSV. The missed-round register and verification breakdown are the two views surveyors ask for most.