Support
Reach the right team, quickly.
PulseArc supports customers through structured channels — from general enquiries and configuration questions to incident response during live operations.
Channels
Choose the channel that matches your request.
General enquiries
Non-urgent questions about the platform, workflows, or configuration.
Email management@pulsearc.online
Platform support
Access, workflow, or configuration issues affecting daily operations.
Raised through your customer success contact or the support address on your onboarding pack.
Security & incidents
Suspected data or access incidents, unusual account activity, or platform vulnerabilities.
Email management@pulsearc.online with the subject line "Security incident".
Implementation assistance
Rollout planning, integrations, and change management during onboarding.
Coordinated through the implementation contact assigned to your account.
Response expectations
Response targets by request type.
- General enquiries: within 1 business day.
- Platform support (standard): within 8 business hours.
- Platform support (priority): within 4 business hours, subject to the applicable service tier.
- Security incidents: acknowledged as soon as reasonably possible during business hours.
Business hours: Sunday–Thursday, 09:00–18:00 (GST). Response commitments in an active subscription are governed by the applicable order form or service agreement.
Emergency and clinical situations
PulseArc provides technology infrastructure and does not deliver medical advice, diagnosis, treatment, or emergency clinical services. Patients experiencing an emergency should contact local emergency services immediately or the emergency contact provided by their healthcare organisation.