Help Desk

Users can submit their issues and questions through the Help Desk by following this link: support.waytohealth.org or emailing support@waytohealth.org. Users may ask a question, report a problem, check Wells Fargo status and offer feature suggestions. 

Support tickets are categorized according to severity and business impact. 

PriorityDescriptionResponse withinResolution or mitigation within
High

A major issue preventing users or participants from interacting with the platform, such as a system outage.

A major system malfunction resulting in the loss of key functionality (e.g. The platform sending incorrect feedback to a participant).

An issue that disrupts normal workflows, or could result in an impending failure of the system. There are functional limitations that are critical to the daily operation of the study/project.

There are functional limitations that are critical to the daily operation of the study/project.

2-3 business hours4-5 business hours
MediumModerate loss of application functionality or performance. There are functional limitations that are important to the daily operation of the study/project.4 business hours8 business hours
Low

Minor loss of application functionality or performance. There are minor functional limitations that are nonessential to the daily operation of the study/project.

A feature request / enhancement suggestion to address a user's pain point or document an idea for system improvement.

A description of an inconvenience or pain point with the user's current operational processes that could potentially be improved through new feature sets within the platform.

4 business hours1-5 business days, unless it goes into our development queue