Support and service levels

Staffed hours

Monday through Friday, 8:00 a.m. to 6:00 p.m. Pacific Time, excluding dated closures. Secure support cases may be submitted outside those hours; the response clock starts at the next staffed opening.

Authenticated patients can use first-party secure chat in the portal. Chat messages are encrypted, retained for no more than 30 days, and never sent to a chat vendor or external analytics service. Public phone support is not enabled. Do not send clinical or payment details by ordinary email. If you cannot access your account, email noah@ettacare.com with contact information only.

First-response targets

The secure support routing table uses category-specific targets. When each channel is enabled, the implemented range is 15 to 120 minutes for phone, 30 to 240 minutes for chat and 4 to 16 hours for email. These are first-response targets, not resolution promises. The exact target depends on whether the issue concerns video, claims, billing, accounts or credentialing.

Platform availability commitment

Paid practice plans have a 99.9% calendar-month availability target for services marked in SLA scope. Properly announced maintenance is excluded only when the work remains inside the announced window. Daily status and incident information is published on the Status page.

• Below 99.9% monthly availability: 10% service credit.
• Below 99.0% monthly availability: 25% service credit.
• Below 95.0% monthly availability: 50% service credit.

The largest qualifying tier is calculated automatically against the applicable monthly subscription fee. Issued credits are retained as financial records.