Service & support

Support covers the Vesyra application: getting a workspace set up, understanding how a figure was calculated, correcting a record that was entered wrongly, adding and removing users, and anything that is not behaving as documented.

It does not cover a practice’s own hardware, network or third-party software, training on subjects unrelated to Vesyra, or bookkeeping, tax and clinical questions. Where a problem turns out to sit outside the product we will still tell you what we found rather than close the ticket.

Email legal@vesyra.app. One address, monitored by people who can act on it — there is no ticket maze and no first-line script.

Staffed hours are 9:00 to 17:00 Eastern, Monday to Friday, excluding United States federal holidays. Anything reported outside those hours is picked up at the start of the next business day, except a Severity 1 outage, which pages us whenever it happens.

When you write, the three things that shorten a fix are the practice name, what you expected to see, and what you saw instead. A screenshot of the figure that looks wrong is worth several paragraphs describing it.

These are targets for a first substantive response — a person who has looked at the problem telling you what is happening — not for a resolution, which depends on what the problem turns out to be.

• Severity 1 — the service is down, or a practice cannot sign in or record sales at all. This pages us whatever the hour, and we begin work as soon as we are aware of it and continue until service is restored. We do not put a clock on the first reply here, because a number we could miss at three in the morning is worth less to you than the commitment to be working on it and to keep you informed while we are — see Incidents below.
• Severity 2 — a core function is broken for a practice, but there is a way around it: a report returns wrong figures, stock will not receive, an invitation will not send. Response within 1 business day.
• Severity 3 — everything else. A question, a cosmetic defect, a change request. Response within 2 business days.

We set the severity from what the report describes, not from what the subject line says. If we get it wrong, say so and we will change it.

We target 99.5% availabilityin each calendar month, measured against the application’s ability to serve signed-in requests and excluding scheduled maintenance announced in advance.

Also excluded is downtime caused by something outside our control — a failure at an upstream infrastructure provider, a network problem between you and us, or a practice’s own equipment. That exclusion is not a shrug: when an upstream provider takes us down we will still tell you what happened and what we are doing to reduce the exposure.

Most changes ship without downtime and without an announcement. Where a release genuinely requires the service to be unavailable, we schedule it outside 8:00–20:00 Eastern and give account administrators at least 72 hours’ notice by email.

Emergency maintenance — a security fix that should not wait — happens when it has to, with as much notice as the situation allows, and is explained afterwards.

During a Severity 1 incident we send account administrators an update when we start work, then at least hourly until service is restored, even when the update is that we do not yet know the cause. Silence during an outage is its own failure.

Within five business days of a Severity 1 incident we send the affected practices a written account of what broke, what the effect was, and what we changed so that it does not happen the same way again. If the incident involved unauthorised access to data, the notification commitments in the data protection statement apply as well and come first.

The database is backed up on a continuous schedule by our provider, and backups are encrypted. Restoring from backup is a recovery mechanism for us, not a self-service feature — if you need a record restored, ask.

You do not need us in order to leave with your data. Reporting data exports as CSV from inside the product at any time, at no charge. If you want a complete structured export of a workspace, ask and we will produce one.

We may update this policy; the effective date at the top will move. If a change reduces a commitment made here, we will notify account administrators by email before it takes effect.

Support and service questions: legal@vesyra.app.