How to Contact Kyruus Support
There are three methods for contacting Kyruus Support:
Submitting tickets through our Help Center
This is the preferred method for contacting Kyruus Support. Our ticket forms allow users to provide clear information on their request and to tell us the priority of their request.
Click on the "Submit a Request" option by your name or the "Support" bottom in the bottom right corner.
Select the type of request you would like to submit:
Fill out the associated request form:
Submitting tickets through our "Support" Button within ProviderMatch
The Support button is also available on the ProviderMatch Administrator homepage, as well as on every page within ProviderMatch for Access Centers. It works just like the button in the Help Center.
Submitting tickets through Email
If you are unable to access the Help Center or ProviderMatch applications, requests can always be submitted to our team by emailing email@example.com. Please include as much detail in your request as possible.
Priority Status Chart & Urgent Ticket Status
NOTE: While the Priority field is not required, we do want you to use it! If you are reporting an issue that has high priority, please let us know and we will respond accordingly. The "Urgent" status is only available through the "Submit a Request" page and is intended for technical issues that are severely impacting the application's performance.
Our standard support SLA defines issue priority using the below rubric, so please keep this in mind when determining the priority of your request:
The Kyruus Application has complete loss of service for which no known workaround exists. The Customer’s use of the Kyruus Application cannot reasonably continue until the problem is resolved.
The Kyruus Application is causing significant or degraded loss of Customer use. This can be defined as a major product flaw with a workaround.
The Kyruus Application is experiencing an issue which has normal time criticality, delivery is not imminent, and there is little or no work stoppage resulting from this issue.
The Kyruus Application is experiencing an issue which has low time criticality. The resolution will be delivered at a time the Customer and Kyruus Support team agree upon. There is no work stoppage resulting from this issue.
Time Sensitive Requests
We on the Kyruus Support team understand that some issues/requests have a time sensitive element to them, but may not fit within the Priority Levels outlined above. If you have a time sensitive issue or request, please add "TIME SENSITIVE" to your subject line, so we can triage appropriately.