Support
Three ways to reach us.
All of them go to a real person.
No chatbot in the middle. No tier-1 outsource that has to escalate every clinical question. Tickets land directly in the support inbox.
Response time
What you can expect.
We publish our SLAs because vagueness is the enemy of trust. These are commitments, not aspirations.
Standard
Consumer Pocketpal Pro + Free
First response: 1 business day
Target resolution: 5 business days
Priority
Employer / Union / Business / School accounts
First response: 4 business hours
Target resolution: 2 business days
Critical
Production outage affecting all users
First response: Within 1 hour during business hours
Target resolution: Hot-fix path
| Tier | Who | First response | Target resolution |
|---|---|---|---|
| Standard | Consumer Pocketpal Pro + Free | 1 business day | 5 business days |
| Priority | Employer / Union / Business / School accounts | 4 business hours | 2 business days |
| Critical | Production outage affecting all users | Within 1 hour during business hours | Hot-fix path |
What to include
A great ticket has four things.
A clear repro
Which screen, what you tapped, what you expected, what happened. Three lines is plenty.
Device + OS
iPhone model + iOS version. Settings → General → About if you need to look it up.
A screenshot
If you can capture the bug visually, attach the image. Don't worry about cropping — we won't use it for anything other than reproducing the bug.
No PHI
Never include patient names, MRNs, DOBs, room numbers, or anything HIPAA touches. We auto-redact patterns we can detect, but please don't type it.
Escalation
Stuck? Here’s the path.
- 1
Send a ticket
Form below or email support@rnpocketpal.com. Default channel.
- 2
Reply on the thread
When we respond, just hit reply — every back-and-forth lands on the same ticket.
- 3
Ask for escalation
If a ticket is stuck > 3 business days, reply with "please escalate" and the founder picks it up directly.
- 4
App Review or legal
For App Review issues or legal matters, mark the subject [LEGAL] or [APP-REVIEW] and we route it accordingly within 4 business hours.
A note on patient information.
Please don’t include patient names, MRNs, DOBs, room numbers, or any PHI in support tickets or emails. We auto-redact obvious patterns (SSN-like, MRN-like, dates, phone numbers) but the safest rule is to keep that information at the bedside. Read more.
Send a ticket
Tell us what went wrong.
We’ll reply at the email you give us. Tickets land directly in support’s inbox — there’s no chatbot in the middle.