Cloud 9 Customer Support Hours of Operation:
Monday - Friday, 8 am - 8 pm EST
There are three ways to contact Cloud 9 Support. Firstly, you can navigate to our Help Portal by following this link https://cloud9support.planetdds.com/hc/en-us and use the chat bubble on the lower right hand side to Live Chat with a Support Rep during business hours. You can also reach this same location in Cloud 9 by clicking Help > Documentation > Chat > Use the Chat Bubble in the Lower Right.
You could also email us at Cloud9support@planetdds.com.
Phone support is also available during business hours by calling: Phone: (800)-394-6050, option #2
Tickets created outside of hours of operation will be triaged the next morning.
When emailing or creating a ticket, please make sure to reference your Cloud 9 URL, (located in the address bar of Cloud 9), a good email address and contact number, and a summary or description of the issue. Any relevant Patient ID's or workflow processes, (what button was clicked in what order), will be helpful for the Support Staff. We will reach out if we need further information.
You also want to be sure when creating a ticket in the help portal, be sure to select the Priority that best fits the nature of your inquiry so that we can prioritize the request accordingly. The below matrix lists the different ticket priorities, definition, and initial response targets:
| Ticket Priority | Definition | Response Target |
| Critical Inoperability |
Critical incident that significantly impacts your use of the software by either: •Preventing access to the solution •Causing a mission-critical feature to be unavailable No commercially viable workaround exists. |
30 min |
| Issue Hindering Workflow | Functionality around a major feature is impacted or significant degradation around performance is experienced. No workaround exists and the issue is highly impactful to portions of your business. The software is operational but there is a material impact on usage. | 1 hour |
| How To/Integration Question | Inquiry into product capabilities, navigation, or configuration. | 2 hour |
| General Question |
•Product feedback and/or suggestions. •Error message affecting subset of users that does not hinder workflow (workaround exists). |
24 hour |
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.
Ticket Priority