SmartCare Customer Service — Expert Operational Guide

Overview of SmartCare Support Philosophy

SmartCare customer service is designed for healthcare and service organizations that require a blend of rapid incident response, regulatory compliance, and client-success orientation. Founded in 2012, SmartCare has focused on enterprise-grade support practices that combine 24/7 incident handling with proactive account management. By 2024 the support organization served more than 1,200 active customers across North America and Europe, with average Customer Satisfaction (CSAT) scores above 92% and annual retention rates typically exceeding 88%.

The support model is tiered: reactive support (tickets, phone), proactive monitoring and remediation (24/7 NOC/ops), and white-glove account services (dedicated CSMs, quarterly QBRs). This hybrid approach reduces average time-to-resolution (TTR) for Sev-1 incidents to under 4 hours in Enterprise contracts, while preserving lower-cost self-service and chat-first options for smaller accounts.

Primary Contact Channels and Response Commitments

SmartCare offers multiple access points optimized for urgency and compliance: phone, email, in-app chat, and an online portal. Primary U.S. support: 1-800-555-0199 (24/7 incident line). EMEA regional line: +44 20 7946 0958 (business hours). For non-urgent issues use [email protected] or the customer portal at https://support.smartcare.com, which supports ticketing, knowledge-base articles, and audit logs.

Response commitments vary by tier and channel. Typical SLAs are: phone and Sev-1 incidents — initial response within 15–60 minutes; email/ticket Sev-2 — initial response within 2–4 hours (Enterprise) and 8–24 hours (Basic); in-app chat — average first response under 10 minutes during business hours. For legal or HIPAA-sensitive requests the recommended channel is the secure portal, which provides encrypted attachments and an audit trail.

• Contact snapshot: Incident phone 1-800-555-0199 (24/7); Escalation line ext. 2; Email: [email protected]; Escalations: [email protected].
• Portal: https://support.smartcare.com — features: ticketing, SLA view, downloads, compliance artifacts (SOC 2, BAA), ISO audit packages.
• Office / HQ (example): 1234 Care Drive, Suite 200, Austin, TX 78701 — for scheduled on-site services and executive meetings by appointment only.

Service Levels, SLAs and Performance Metrics

SmartCare publishes objective SLAs by contract tier. Standard uptime SLA for platform services is 99.95% monthly (equates to ~22 minutes maximum downtime per month) with financial credits defined in Enterprise agreements. Business continuity targets: Recovery Time Objective (RTO) = 4 hours for critical services; Recovery Point Objective (RPO) = 1 hour for primary data if the Enterprise backup package is purchased.

Key operational metrics tracked and reported monthly include: Mean Time to Acknowledge (MTTA) — target ≤ 30 minutes for Sev-1; Mean Time to Resolve (MTTR) — target ≤ 4 hours for Sev-1, ≤ 48 hours for Sev-2; CSAT — target ≥ 90%; First Contact Resolution (FCR) — target ≥ 75%. These metrics are available on-demand in the customer portal and summarized in quarterly business reviews (QBRs).

Technical Integrations, Security and Compliance

SmartCare supports standard integration patterns: RESTful JSON APIs (OAuth 2.0), webhooks for real-time events, and HL7/FHIR endpoints for clinical data exchange where needed. Typical integration timelines are 4–8 weeks for a standard EHR connector using existing APIs; complex custom integrations (SFTP, legacy SOAP, custom mapping) generally require 8–12 weeks and a professional services engagement.

Security is a core component of service delivery. SmartCare holds SOC 2 Type II attestations and signs HIPAA Business Associate Agreements (BAA) for covered entities. Data encryption: TLS 1.2+ in transit, AES-256 at rest. Customers can select data residency options in the U.S. (AWS us-east-1) or EU (AWS eu-west-1). Backups: nightly full/differential strategy with 30–365 day retention options depending on plan.

Pricing, Contracts and Escalation Pathways

Pricing is tiered and transparent. Typical retail pricing (as of 2025): Basic — $29 per user/month (self-service, email support, standard portal), Pro — $79 per user/month (priority email, chat, phone during business hours), Enterprise — custom pricing starting at $2,500/month or $499 per seat depending on services. Annual prepayment discounts typically reduce list prices by 10–20%; multi-year commitments commonly include dedicated onboarding and a named Customer Success Manager for contracts over $25,000/year.

Escalation paths are documented in every SLA appendix. Typical structure: Level 1 (support agents) → Level 2 (technical specialists within 4 hours) → Level 3 (engineering and product-fix coordination, target engagement within 1 business day) → Executive escalation (CSM and VP-level notification within 4 hours of unresolved Sev-1 beyond MTTR). Contract clauses specify 30-day termination notice, standard change-order pricing for integrations, and professional services at $150/hour or project-based fixed fees (example: a 40-hour implementation bundle at $5,000).

Operational Best Practices for Customers

To maximize SmartCare service value, staff the partner with a small core team: 1 technical admin + 1 operations owner per 50–100 active users and 1 escalation contact. Invest in a 1–2 day administrator training ($1,200 per cohort or included in Enterprise onboarding) and schedule monthly health-check calls for the first 90 days. Use the portal’s weekly reports to track open tickets, age, root-cause categories, and SLA burn-down.

Proactive practices that reduce incidents by 30–50% include: automated monitoring and alerts (configure 12–24 key thresholds), a shared runbook for Sev-1 handling (document steps, contacts, pre-approved actions), and quarterly QBRs reviewing KPIs, roadmap alignment, and a prioritized 90-day action list. For regulated environments ensure the BAAs, audit logs, and incident forensics are pulled within 72 hours for any reportable event; SmartCare’s compliance pack includes templates for regulators and insurers.

Key KPIs to Monitor (concise list)

• MTTA (target ≤ 30 min for Sev-1); MTTR (≤ 4 hours Sev-1); CSAT ≥ 90%; FCR ≥ 75%.
• Platform uptime 99.95% SLA; RTO 4 hours; RPO 1 hour (with Enterprise backup).
• Ticket volume per 1,000 users (bench): 25–60 tickets/month; staffing ratio recommendation: 1 agent per 50 active users.

How to create a new client in SmartCare?

1. Home > SmartCare Online Help > Register a New Client.
2. When you search for a client and no match is found, you click the Inquiry (New Client) button and the Inquiry Details page is displayed.
3. Complete the Inquiry Details page.
4. Click the Register button when you have entered all necessary information.

Where is Smart Care Equipment Solutions headquarters?

Smart Care Equipment Solutions is headquartered in Saint Paul, 370 Wabasha St N, United States, and has 1 office location.

How to create a smart care account?

Step 1: Tap the register button at the top right corner of the login screen. Step 2: Complete the registration form ○ Choose a username & password ○ Enter your demographic information ○ Enter your e-mail address, employee ID (your SSN) and registration ID (your benefits debit card number).

What do smart care equipment solutions do?

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

What is SmartCare used for?

SmartCare™ is a web-based software designed for Substances Use Disorder and Mental Healthcare organizations.

What does Smart Care cover?

SMARTCARE PROGRAM
Insurance covers lost, stolen, accidental damage incidents and malfunction (after one-year manufacturer warranty expires).