Support Center

We Are Here To Help

One of the most important aspects of Medgre offerings is its commitment of providing excellent customer service. We offer both phone and email support.

Phone support: (304)-277-8437

Email support:

Service Level Policy

Level Effect Time to resolution / Status update Fix / Workaround target Solution
Severity 1 (Service is interrupted and there is no known resolution/workaround) Critical business impact TTR 4 hours/(every 4 hour) Continuous effort until workaround provided or Emergency Bug Fix (EBF) created Emergency bug fix (if required)
Severity 2 (Service is affected but there is a workaround to mitigate business impact) Major business impact TTR 8 hours/(every 8 hour) 4 business days Emergency bug fix (if required)
Severity 3 (Service may be affected due to sub-optimal performance) Minor business impact TTR 24 hours/(every 3 days) 10 business days Fix includes in next patch/release
Severity 4 (Configuration assistance or enhancement request) No business impact TTR 72 hours/(based on problem) To be determined based on problem Fix included as time permits