PPS and IO: Support Portal FAQ

Answers to the most common questions regarding the Support Portal. The Support Portal replaces the email address "support@valant.com" as the primary communication channel with our Support team. Phone options have not changed, and they are also available through the portal.

What happens after I submit a ticket?
After clicking Submit, a service ticket is automatically generated in our Customer Relationship Management (CRM) system.

How does Valant reply to customer requests through the portal?
If you chose the option "Email", the Support team will reply to you by email. You can always call us during business hours without submitting any ticket; we will be happy to assist you.

Is the form/portal HIPAA compliant?
The contact forms are HIPAA compliant, which means you can send us PHI in any format without any risk. No email communication is sent when the Submit button is clicked. Please consider that sending an email to any recipient is never a secured way of communicating PHI. If you require to send us an additional screenshot or information containing PHI, please fill out a new form or contact us by phone.

Can I include PHI in my reply to an email received from Valant Support?
No. Email communications are not HIPAA compliant.

Can I reply to the email that I received from the Support Team?
Yes. If you have a follow-up question or we have asked for more information you can reply to the email that we sent. Please be sure to not remove the unique identifier in the address. We also ask that if you have a different issue that you create a new ticket. If you remove the identifier (e.g. ref:_00D408JQP._5001W1MtEyu:ref) the email will not be successful.

Can I continue to email support@valant.com if I need assistance?
Emails to support@valant.com will return an automated message with a link to the portal and will not generate a service ticket.

Do I need to complete the form if I want to call the Support Team?
No. After selecting "phone" as your preferred channel of communication, feel free to call us directly at the number shown on the screen. This option will show our business hours.

Why are you changing the way we can contact Support?
Apart from being HIPAA compliant, the portal provides us with more data on the volume and nature of customer requests. This allows us to better implement initiatives aimed at improving our service.

How should I categorize an email ticket if I am using Valant IO but my question also falls into another category?
If you are using Valant IO please categorize all tickets as Valant IO when creating a ticket through the support portal.

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