Support Policy

1. Overview

Acuvera is committed to providing reliable, responsive support for all users of our AI-powered medical billing analysis platform. This Support Policy outlines how you can get help, what to expect, and how we handle support requests.

2. How to Contact Support

You can reach our support team through the following channels:

• Email: support@acuvera.co
• In-app: Use the Settings page within the Acuvera application.

When submitting a support request, please include:

• Your account email address
• A clear description of the issue or question
• Screenshots or error messages, if applicable
• The device and browser/app version you are using

3. Response Times

We strive to respond to all support requests promptly. Our target response times are:

Response times are for business hours (Monday–Friday, 9:00 AM–6:00 PM ET). Requests received outside business hours will be addressed the next business day.

4. What We Support

• Account creation, login, and password issues
• Uploading and processing medical billing documents
• Understanding AI analysis results and findings
• Billing and subscription inquiries
• Data export, deletion, and privacy requests
• Bug reports and technical issues
• Feature requests and feedback

5. What We Do Not Support

Acuvera is a billing analysis tool and does not provide:

• Medical advice or clinical recommendations
• Legal advice or representation
• Direct communication with insurance companies or healthcare providers on your behalf
• Guaranteed outcomes regarding billing disputes or savings

Our analysis is informational and should be reviewed by a qualified professional before taking action.

6. Account & Data Requests

You may request the following at any time by emailing support@acuvera.co:

• Data export: a copy of all your data in a portable format.
• Account deletion: permanent deletion of your account and all associated data.
• Data correction: correction of inaccurate personal information.

We will process data requests within 30 days, in compliance with applicable privacy laws.

7. Service Availability

We aim to maintain 99.9% uptime for the Acuvera platform. In the event of scheduled maintenance, we will provide advance notice when possible. Unplanned outages will be communicated via email and resolved as quickly as possible.

8. Updates to This Policy

We may update this Support Policy from time to time. Changes will be reflected by the "Last updated" date at the top of this page. Continued use of the Service constitutes acceptance of the updated policy.

9. Contact