1.How to reach us
| Channel | Best for | Details |
|---|---|---|
| Everything — how-to, bugs, billing, refunds | support@medishelf.co | |
| Contact form | Sales, demos, enterprise questions | medishelf.co/contact |
| Phone | Urgent issues for Enterprise customers | Direct line shared with your account manager |
| Security | Reporting a vulnerability | security@medishelf.co |
Business hours are Monday to Friday, 9:00–18:00 US Central Time. Critical counter-down issues are monitored outside business hours.
2.Support by plan
| Starter | Growth | Enterprise | |
|---|---|---|---|
| Channel | Priority email | Email + phone | |
| First response | Within 1 business day | Within 4 business hours | Within 1 hour (critical) |
| Onboarding help | Guided setup + import | Guided setup + import | Dedicated onboarding |
| Account manager | — | — | Dedicated manager |
| Formal uptime SLA | — | — | Available with service credits |
See full plan details on our pricing page.
3.Severity & response targets
| Severity | Example | Target first response |
|---|---|---|
| Critical | Nobody can sign in or the POS can't complete sales | Within 1 hour, any time |
| High | A core feature (receiving, reports) is broken with no workaround | Within 4 business hours |
| Normal | A bug with a workaround, or a billing question | Within 1 business day |
| Low | How-to questions and feature requests | Within 2 business days |
Response targets are when a person first replies with a diagnosis or next step — not an automated acknowledgement. Most issues are resolved in the first reply.
4.Uptime & maintenance
- We target 99.9% monthly availability for the Medishelf app — roughly 43 minutes of unplanned downtime a month at most.
- We deploy improvements weekly using releases designed to avoid downtime.
- Planned maintenance that needs downtime is announced by email at least 72 hours ahead and scheduled outside typical pharmacy trading hours.
- During an incident, we email account owners with updates until it's resolved, followed by a short written summary.
Enterprise SLA
5.Onboarding & migration
Every new pharmacy gets help importing its product catalogue and opening stock from a spreadsheet or previous system, setting up staff roles, and running a first test sale. Most single stores are live the same afternoon. Our migration checklist covers what to prepare.
6.Escalation
If you're not happy with how an issue is being handled, reply to your support thread with "escalate" in the subject line. It goes straight to a support lead, who will contact you within one business day. Billing disputes and refund requests are covered by our Refund Policy.
7.What's in scope
Support covers using Medishelf, account and billing questions, bugs and data imports/exports. It doesn't cover:
- Repairing your own hardware, network or printers (we'll gladly help confirm compatible devices).
- Clinical, legal, regulatory or tax advice — see our Disclaimer.
- Custom development or integrations outside an Enterprise agreement.