Support Policy
MemryHealth LLC
Effective Date: 07/01/2026
Version 1.0
1. Scope
This Support Policy describes the support services and target service levels that MemryHealth LLC (“MemryHealth”) provides to Customers with an active subscription to the MemryHealth Software-as-a-Service post-acute electronic health record platform (the “Services”). This Support Policy is incorporated by reference into the Subscription Agreement between MemryHealth and each Customer (the “Agreement”). Capitalized terms used but not defined here have the meanings given in the Agreement.
This Support Policy may be updated by MemryHealth from time to time in accordance with the Agreement. The current version is posted at the Support Policy URL referenced in the Agreement.
2. Eligibility
Support services are available to Customers in good standing under the Agreement. MemryHealth may suspend support during any period in which Customer is in material breach of the Agreement, including non-payment, in accordance with the Agreement.
3. Support Channels and Hours
3.1 Designated Support Contacts
Customer shall designate up to five (5) Authorized Users as primary support contacts (each, a “Designated Support Contact”) who are trained on the Services and authorized to submit support requests. Customer may update its list of Designated Support Contacts at any time by written notice to MemryHealth.
3.2 Channels
• Support portal: Designated Support Contacts may submit, update, and track tickets through the MemryHealth support portal.
• Email: support@memryhealth.com.
• Telephone: a support telephone number is provided for Severity 1 and Severity 2 issues only.
Designated Support Contacts must not include PHI in support tickets except where reasonably necessary to reproduce or diagnose an issue. Where PHI is necessary, it must be transmitted only through the support portal or another channel approved by MemryHealth and is handled in accordance with the Business Associate Agreement (Exhibit C of the Agreement).
3.3 Support Hours
• Standard Support Hours: Monday through Friday, 8:00 a.m. – 8:00 p.m. U.S. Eastern Time, excluding MemryHealth-observed U.S. federal holidays.
• After-Hours Coverage for Severity 1 Issues: 24 hours per day, 7 days per week, including holidays.
4. Severity Levels and Target Response Times
MemryHealth classifies support requests by severity based on the impact on Customer’s use of the Services. The initial severity level is proposed by Customer at submission and may be adjusted by MemryHealth in good faith based on the criteria below. The targets in the table reflect commercially reasonable efforts and are not service-level commitments giving rise to credits, fee reductions, or other monetary remedies, except as expressly provided in an Order.
Severity | Definition | Target Initial Response | Target Status Update Cadence |
S1 – Critical | Production Services are unavailable or substantially unusable for all or substantially all Authorized Users; or a confirmed Security Incident materially affecting confidentiality, integrity, or availability of Customer Data. No reasonable workaround exists. | 1 hour, 24x7 | Every 2 hours until resolved or downgraded |
S2 – High | A core feature of the Services is materially impaired for a significant subset of Authorized Users, or a non-critical Security Incident is identified. A workaround may exist but is materially burdensome. | 4 business hours | At least once per business day |
S3 – Medium | A non-core feature of the Services is impaired or behaves unexpectedly, with a reasonable workaround available; minor performance degradation; cosmetic defects affecting usability. | 1 business day | At least twice per business week |
S4 – Low | General questions, configuration assistance, documentation requests, or feature inquiries that do not affect the Services’ operation. | 3 business days | As needed |
“Target Initial Response” means MemryHealth’s acknowledgment that the issue has been received, assigned an owner, and triaged. It does not mean resolution. Resolution time depends on the nature, complexity, and root cause of the issue and on Customer’s cooperation in providing reproduction steps, environment information, and timely access.
5. Service Availability Target
MemryHealth uses commercially reasonable efforts designed to maintain the availability of the production Services at a target of 99.5% per calendar month, measured by MemryHealth’s monitoring infrastructure and excluding the periods set forth in Section 5.1.
The availability target is a target only and does not constitute a service-level commitment giving rise to credits, fee reductions, refunds, or termination rights, except as expressly set forth in an Order.
5.1 Exclusions
The availability target excludes unavailability resulting from:
• Scheduled maintenance windows announced in accordance with Section 6.
• Emergency maintenance reasonably necessary to address a Security Incident, vulnerability, or imminent risk to Customer Data.
• Force Majeure Events, as defined in the Agreement.
• Failures of Customer Systems, third-party networks, internet connectivity outside MemryHealth’s control, or third-party services not under MemryHealth’s control.
• Failures caused by Customer’s or any Authorized User’s acts, omissions, misuse, or
breach of the Agreement.
• Beta, trial, preview, or pre-release features or functionality.
6. Maintenance
6.1 Scheduled Maintenance
MemryHealth performs scheduled maintenance during a recurring maintenance window of Sundays, 12:00 a.m. – 4:00 a.m. U.S. Eastern Time. MemryHealth provides at least 48 hours’ advance notice of scheduled maintenance that is reasonably expected to result in Service unavailability, by email to the Customer notice contact on file or by in-Service notification.
6.2 Emergency Maintenance
MemryHealth may perform emergency maintenance with as much advance notice as is reasonably practicable, including no notice where necessary to address an active Security Incident or imminent threat to Customer Data.
6.3 Updates and Upgrades
Updates and Upgrades are applied as described in the Agreement. Updates are applied at no additional fee during the Subscription Term and are released as needed. Upgrades are applied at no additional fee during the Subscription Term.
7. Customer Responsibilities
Timely support is a shared responsibility. Customer shall:
• Maintain Customer Systems in accordance with the system requirements set forth in the Documentation, including supported browsers, operating systems, and network configurations.
• Designate, train, and keep current the list of Designated Support Contacts.
• Submit support requests with reasonably detailed information sufficient for MemryHealth to reproduce and diagnose the issue, including, where relevant, the affected user, time of occurrence, transaction or screen, error messages, and reproduction steps.
• Cooperate with MemryHealth’s reasonable requests for additional information, screen-share sessions, or test-environment validation.
• Promptly review and validate proposed resolutions and notify MemryHealth of any continuing impact.
MemryHealth’s ability to meet target response times depends on Customer’s performance of the foregoing. Delay attributable to Customer Failure (as defined in the Agreement) is excluded from response-time targets.
8. Out of Scope
Unless otherwise agreed in an Order or Statement of Work, the following are not included in standard support and may be available as professional services for additional fees:
• Custom development, configuration, or integration work beyond the standard Services.
• Data migration, data cleanup, or bulk data correction.
• Training beyond the onboarding training included in the applicable Order.
• Support for Customer Systems, third-party software, or third-party hardware not provided by MemryHealth.
• Support for issues caused by modifications, integrations, or configurations made by Customer or any third party that are not authorized by MemryHealth in writing.
• Support for beta, trial, or pre-release features, except as expressly stated.
9. Escalation
If Customer is not satisfied with the progress or handling of a support request, Customer may escalate by:
• Step 1: Replying within the support ticket and noting the request for escalation.
• Step 2: Contacting the assigned MemryHealth Customer Success representative.
• Step 3: Sending a written escalation notice to escalations@memryhealth.com, with a copy to legal@MemryHealth.com for Severity 1 issues open more than 24 hours.
MemryHealth will acknowledge each escalation within one business day and identify the responsible escalation owner.
10. Security Incidents and Breach Notification
Reporting and notification obligations for Security Incidents and Breaches of Unsecured PHI are governed by the Business Associate Agreement (Exhibit C of the Agreement). Nothing in this Support Policy modifies those obligations.
11. Changes to this Support Policy
MemryHealth may update this Support Policy from time to time in its sole discretion as permitted by the Agreement. The updated Support Policy will be posted at the Support Policy URL
referenced in the Agreement, and the “Effective Date” above will be revised. For material adverse changes to support hours, severity targets, or availability targets, MemryHealth will provide reasonable advance notice to Customer through the Services or by email to the Customer notice contact on file.
12. Contact
MemryHealth LLC
Attn: Customer Success
3525 Olentangy River Road, Suite 4330
Columbus, Ohio 43214
Support: support@memryhealth.com Escalations: escalations@memryhealth.com