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Choose the correct support path and send the context needed to investigate safely.
Choose the correct route
- Existing client with patient-specific or account-sensitive context: use the secure support channel designated during onboarding.
- General platform or pre-sales question: use the ScalerMD contact page or email hello@scalermd.com without patient information.
- Clinical question: use the licensed clinical team and communication route assigned to the care program.
- Payment, pharmacy, or external-system incident: notify the internal program owner and follow the configured escalation plan.
Support request template
- 01
Subject
Account name — affected feature — short description of the problem.
- 02
Impact
State whether one record, one product, one integration, or the entire account is affected.
- 03
Timeline
Provide when the issue began, the timezone, and whether it is ongoing or intermittent.
- 04
Observed behavior
Describe the exact action, expected result, actual result, and visible error message.
- 05
Recent changes
List relevant credential, catalog, mapping, integration, or launch changes.
- 06
Safe identifiers
Include only the non-sensitive references permitted in the approved support channel.
Do not send
- Passwords, one-time codes, API keys, webhook secrets, or processor credentials.
- Full card numbers, security codes, raw payment tokens, or bank passwords.
- Patient names, medical details, documents, or screenshots through public forms or ordinary email.
- Production data copied into unapproved collaboration or file-sharing tools.
Medical emergencies
Need more help?
Review the safe support options before sharing account context. Keep patient information and credentials out of ordinary email.