Logging a Support Case

You can log a support case within the Home Care application.

  1. Hover over your username.

  2. Click Resource Center / Support.

  3. Click Click to log case. You may need to scroll down the page. 

  4. Complete the appropriate fields.

  5. Click Submit Support Request.

  • If you can't login, see your agency Home Care system administrator or IT department to make sure this is not security issue.

  • Support only supports users who are trained on the application. If you are not yet trained, contact your Internal/Corporate training resources.

  • If you are currently in the implementation process, contact your trainer.

  • When entering the description on the support form, examples and steps to recreate the issue are extremely important to help resolve issues more quickly. Fields with red asterisks * are required fields.

  • It is extremely important to get the urgency of your case set correctly. We reserve the right to re-prioritize any case to follow the scale without notice.

Case Urgency Rating Scale

URGENT / CRITICAL

A condition preventing users from accessing or using a critical function of Home Care.

HIGH / SERIOUS

A condition preventing the user from meeting production processes/schedules or is making production materially more difficult or costly.

MEDIUM / IMPORTANT

A condition in which Home Care is performing in an unpredictable manner or is producing incorrect results but is not materially impacting production or business processes/schedules.

LOW / INCONVENIENT

A condition in Home Care that inconveniences you.