Contact Vivify Support

Contacting Us

For urgent issues impacting a patient being monitored please call us at one of the two numbers below.  For all other request please contact us online or search our online help for frequently asked questions.

If you are a United Healthcare team member or a patient enrolled in a UHC monitoring program call 866-898-5377. 

If you are a Vivify Health Customers or a patient enrolled in a monitoring program by your healthcare provider call 855-384-8439.

Or you can submit a request online via the blue support button at the bottom right corner of your screen.

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All Incidents technical, clinical, development, or otherwise should be reported to Vivify Customer Service Team (Support).  This allows for a structured process to identify and track Incidents or Requests through the Vivify case management system.  After contacting Support, you will receive a reply with a case # and your Incident will be worked based on the priority assigned. 

How Vivify Health Prioritizes Your Request:

Priority	Description
Critical	Critical priority issues are defined as: Unplanned interruption rendering the solution unavailable. All patients are affected, unable to complete daily Pathways, or cannot be monitored by the care team. Generally, care team members are unable to work, monitor patients, and no workaround is available.   Response includes an immediate and sustained effort using any and/or all available resources as required until the Incident is resolved.   Escalation processes are invoked, on-call procedures are activated, and Vivify management is invoked
High	High priority issues are defined as: Where key functionality is inoperable impacting the ability for the care team to monitor a majority of patients. Less than 50% of patients are affected. No workaround is available. Support responds immediately, assesses the current situation and may interrupt other staff working lower priority Incidents to assist.   Care team requires expedited resolution but can bear minimal delays.   Care team may or may not have a workaround available, or workaround may only provide partial relief.
Normal	Normal priority issues are defined as Where overall services are not interrupted but certainty functionality may not be working as designed. Examples include software defects with reports, integrations, logistics workflows, a single patient experiencing pathway submission issues, or other areas of the solution where care team members can still monitor the majority of patients. Support responds using standard procedures and operating within normal supervisory management structures. Support may involve the Vivify Support Escalation teams if needed Workaround are typically available.
Low	Low Priority issues are defined as: Feature requests or inquires into portal or software functionality Support responds using standard procedures and operating within normal supervisory management structures. Workarounds are typically not required

How Vivify Health Responds to Your Request:

• When you contact us we make every effort to respond within 15 minutes, provide you case #, and let you know we have received your request.
• Your case # will be worked based on the priority assigned.
• First Response Time is from when you submit a request to when Vivify responds the case was received.
• Remedy Time is when Vivify has diagnosed the case and provides a temporary solution or workaround.
• Resolution Time is when Vivify has provided a permanent solution.

Priority	First Response Time	Remedy Time	Resolution Time
Urgent	15 minutes	4 hours	3 Business Days
High	15 minutes	8 hours	15 Business Days
Normal	15 minutes	5 Business Days	Next major release
Low	15 minutes	30 Business Days	As needed

For urgent issues impacting a patient being monitored please call us at one of the two numbers below.  For all other request please contact us online or search our online help for frequently asked questions.

If you are a United Healthcare team member or a patient enrolled in a UHC monitoring program call 866-898-5377. 

If you are a Vivify Health Customers or a patient enrolled in a monitoring program by your healthcare provider call 855-384-8439.

Or you can submit a request online via the blue support button at the bottom right corner of your screen.