Customer Service Policy

TERMS AND POLICIES: CUSTOMER SERVICE provides a variety of customer support resources to help you get the most out of our Software as a Subscription based product.
Primary Support:  Ticket System
Just log into your Teladentistry app as you normally would . From here you will be able to connect with our Customer Service Team by submitting an online ticket through your Need Help section at the bottom of the app.
Our team of professional, experienced Customer Service Experts are ready to help you. Contact with our Service Experts, wherever possible, should be made by submitting an electronic ticket through the Teladentistry App. It is the most efficient method of contacting us and will also have the quickest response time, for multiple reasons:
1.Your office identity and support request is automatically revealed to us and we can immediately begin to investigate the problem as soon as we receive the information. BENEFIT: We are working on your ticket much sooner than if you called us.
2.You can continue working on other important tasks knowing that we are already working on solving the issue. We will communicate with you if we have questions or require clarification.
3. You can avoid any unnecessary and unproductive delays waiting for your turn in queue to speak with a Service Expert to explain the situation; and finally,
4. It’s not that we don’t want to talk to you, however the less time we spend answering phone calls to gather information, the more time our Service Experts are actually working to resolve your support requests. We believe that this will result in better response and resolution times.
In general, tickets are handled by our team in the order that they are received, however priority is given to emergency situations, which is a situation where you are no able to log into your Teladentistry App or not being able to connect with a dentist for your consultation. In either case, you will receive a confirmation within minutes that your ticket has been received and assigned to one of our Service Experts. He/she will work to resolve your ticket and communicate with you either by electronic discussion through your Hero database or by telephone.
We recognize that there may be instances where you may need assistance but are unable to send a ticket. In these cases, there are alternatives!
To speak directly to one of our Service Experts, you can call us at:
Hours of Operation
24 hours/day, 7 days/week
Please note that if you are unable to access the internet, you will most likely need to contact your IT Pro or your Internet Service Provider (“ISP”).
Supported Issues
Our Customer Service Experts are trained to provide information and to help resolve common user software questions and business issues related to the use of Teladentistry App and web portal. Examples include but are not limited to:
Troubleshooting data or functional problems that result from general use of the software
Inability to properly utilize the videoconferencing app
Getting your e-prescription sent to the correct pharmacy
Reporting of a limitation in the software that affects usability
General customer service questions, requests for personal training, or other similar items. Our team will be pleased to direct you appropriately for a needs assessment and price quote (if applicable).
Assisting local network technicians in evaluating connectivity and performance to see if the issue is related to services or something within the office network
Non-Supported Issues
Issues with internet connectivity. We will refer you to your ISP for general connectivity issues.
Issues not directly related to, such as general hardware, printer, internet, third-party applications or devices, server or network troubleshooting.
For these, please contact your IT Pro for assistance.
Issues related to rejected claims may not be supportable by a Service Expert. In these cases, you may be referred directly to the insurance company.
If you have any questions regarding these support policies, please call 888-588-3394 during regular business hours.