Real healthcare IT engineers available 24/7. Not a generic helpdesk — specialists who know OpenEMR, cloud infrastructure, and clinical workflows.
Submit detailed tickets with attachments, screenshots, and logs. Track status in real time.
Instant chat with our healthcare IT engineers. Available 24/7 for Professional and Enterprise clients.
Direct phone line for urgent issues. Enterprise clients get a dedicated support hotline.
500+ detailed articles on OpenEMR setup, configuration, billing, and troubleshooting.
Step-by-step video tutorials for all OpenEMR modules. New videos added weekly.
Our engineers can securely remote in to diagnose and fix issues in real time when needed.
| Issue Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| 🔴 Critical (System Down) | 4 hours | 1 hour | 15 minutes |
| 🟠 High (Major Feature Broken) | 8 hours | 2 hours | 30 minutes |
| 🟡 Medium (Feature Impacted) | 24 hours | 4 hours | 2 hours |
| 🟢 Low (Question / Enhancement) | 72 hours | 24 hours | 8 hours |
Log in to your AnueraTech client portal, navigate to your OpenEMR instance, and click "Reset Admin Password." Alternatively, submit a support ticket and our team will assist within your SLA timeframe. Never attempt to modify the database directly unless instructed by our team.
Automated backups run daily (Starter), hourly (Professional), or in near-real-time (Enterprise). Backups are stored encrypted in geographically separate locations. To initiate a restore, submit a Priority 1 support ticket with the desired restore point. We'll have your system restored within your SLA's critical response window.
Yes. Submit a Module Installation Request through the support portal. Our team reviews the module for security and compatibility, then installs it in a staging environment for your testing before deploying to production. Custom module development is available as an add-on service.
You'll receive email notifications at 80% and 95% of your storage limit. Exceeding the limit does not cause service interruption — we'll automatically provision additional storage at $0.10/GB/month and notify you. You can also upgrade your plan at any time for higher included storage.
Our data migration service handles extraction from most major EMR systems (Athena, eClinicalWorks, Practice Fusion, Kareo, etc.). The process involves data export, transformation, validation, and import into OpenEMR. Timeline is typically 2-4 weeks depending on data volume. Contact us for a free migration assessment.
Critical issue support (system down) is available 24/7 on all plans. Non-critical support hours: Starter (Mon-Fri 9AM-6PM IST), Professional (24/7 via ticket and chat), Enterprise (24/7 with dedicated phone line and named account manager).
Don't struggle with IT issues alone. Our experts are here 24/7.