We’re making some enhancements designed to improve and elevate your overall support experience.
Centralized Support Team & Streamlined Case Management
You now have access to Amwell’s Support team and processes!
Previously, you may have worked directly with your CSM to track and resolve support cases. Moving forward, you and your patients can create support cases directly with our dedicated Support teams through the following pathways:
- For Patients: Patients needing support with their chat can use the Chat Support form to create a support case.
- For Customers: Customers requesting support can use the Partner Support form to create a support case.
Additionally, cases will continue to be generated when emailing any of the email addresses found within the Automated Care platform.
Emergency/Critical Issues Hotline Update
To better connect you with your Amwell support team, we are asking you to begin using the Amwell critical issues hotline number, 833-315-0355, and use option 1 to report system outages, emergencies, or critical issues. Your current critical issues number 661-215-6711 is being forwarded to the Amwell hotline; however, this forwarding will be discontinued, and the old number deprecated on November 1. Please alert any staff or vendors and update any documentation.
Maintenance Windows and Incidents will be reported via the Amwell Status Hub
We are thrilled to share that Automated Care is now part of our Status Hub! The Status Hub is Amwell’s centralized dashboard for tracking planned and/or unplanned service interruptions.
Make sure to bookmark the Status Hub and subscribe to receive alerts and updates by following the instructions found at the top of the Status Hub to sign up for and/or edit your subscription. These notifications will only be sent once your subscription is set up.