Escalation
When to escalate beyond a support ticket, who to contact, and how to keep clinical operations running during a platform incident.
Most issues belong in a support ticket. A few do not. They need a faster, louder path. This page covers what those situations are, who to contact, and how to keep clinical operations running during a platform incident.
When to escalate beyond a ticket
Escalate, do not just file a ticket, when any of these are true:
- A patient is in clinical danger right now. Treat the patient using your existing clinical protocols and emergency services. Do not wait on Vantrexia.
- You suspect a security breach. Email
security@vantrexia.comand file a High priority ticket. - A platform-wide outage is preventing clinical work: for example, staff cannot log in, alerts are not being delivered, or vitals are not being received from any device.
- Payment or billing failure is about to suspend your account. Email
billing@vantrexia.comdirectly and copy your account manager. - You have a contractual or legal urgency: subpoena response, audit
deadline, regulator request. Email your account manager and copy
legal@vantrexia.com.
For everything else, a normal ticket is the fastest path because it goes straight to the specialist on rotation.
How to escalate
File or upgrade a ticket. Open a new ticket at High or Urgent priority, or change an existing ticket's priority and add a note explaining the new urgency. The on-call team is paged automatically when an Urgent ticket is created.
Email the right inbox in parallel: security@vantrexia.com for
suspected breaches, billing@vantrexia.com for billing failures, your
account manager for contractual urgency. Reference the ticket number
in the subject line.
Call your account manager if the situation is time-critical and you have not heard back. Their phone number is in the welcome packet you received at onboarding and on every monthly invoice.
Document what you did and when. This becomes part of your practice's incident record and helps both sides reconstruct the timeline later.
Do not escalate by posting on social media or contacting individual Vantrexia engineers directly. It splits the response across people who cannot see the same context, and it slows the team that is actively working the issue.
What to do during a platform incident
Acknowledge with your team. Tell the floor what is happening so they are not surprised by missing alerts or slow page loads.
Establish what is actually affected. Sometimes only one feature is down and the rest of the platform is fine. Check whether staff can sign in, whether new readings are arriving, and whether alerts are firing before assuming a total outage.
Switch to your fallback workflow for the affected area. For monitoring outages, this typically means having nursing staff call high-risk patients to check in directly. Your practice should already have a written downtime procedure; if you do not, build one before you need it.
Document any clinical workarounds. Notes on paper or in your EHR that need to be entered into Vantrexia after recovery should be flagged so they are not forgotten.
Avoid duplicating reports. A single ticket from your practice is enough.
Verify before declaring normal operations. When we tell you the issue is resolved, check the affected workflow on your end first.
Contacts to keep handy
- Security:
security@vantrexia.com - Billing:
billing@vantrexia.com - Legal:
legal@vantrexia.com - Your account manager: the email and phone number on your most recent invoice
Related pages
- Support tickets. The right path for most questions
- FAQ. Common questions you can answer without contacting anyone