Support
How to reach the JamEMR team — support for pilot practices, response expectations, and the right addresses for security and privacy matters.
How support works during the pilot
JamEMR is in pilot, and support during a pilot is a relationship, not a ticket queue. Every pilot practice has a direct, prioritized channel to our team, established during onboarding. That channel — not this page — is the fastest route for pilot practices with an urgent issue.
For everything else, the addresses below reach the right people.
Contact addresses
| Topic | Address | Use it for |
|---|---|---|
| General support | [email protected] | Product questions, issues, and how-to help |
| Security | [email protected] | Suspected vulnerabilities and security incidents |
| Privacy | [email protected] | Privacy questions, PHI handling, and data-rights matters |
| Sales and pilots | [email protected] | Evaluating JamEMR or joining the pilot program |
Response expectations
- Pilot practices: issues raised through the prioritized pilot channel are acknowledged during business hours, typically the same business day. Clinical-impact issues are treated with the urgency they deserve.
- General inquiries to [email protected] are answered during business hours; expect a response within one to two business days.
- Security reports to [email protected] are triaged promptly. If you believe you have found a vulnerability, please report it responsibly and include enough detail for us to reproduce the issue.
We would rather set honest expectations than promise a formal 24/7 SLA we do not yet operate. As JamEMR moves toward general availability, published support tiers and SLAs will follow.
What to include in a support request
- Your practice name and whether you are a pilot practice.
- What you were doing, what you expected, and what happened instead.
- Approximate time of the issue, so we can correlate with logs.
- Never include protected health information in an email. If an issue requires discussing specific patient data, say so and we will move to a secure channel.
Security and privacy, specifically
Security reports go to [email protected] — not to general support — so they reach the right people immediately. Privacy questions, including anything touching PHI handling or a practice’s compliance obligations, go to [email protected]. Our overall posture is documented in the Security Model and the Trust Center.