Sapphire Customer Support Procedure

If your concern cannot be resolved by your facility Power User(s),

please utilize Sapphire’s Online Help Desk at

helpdesk@sapphire-health.com

or

call the Phone Support Line at

877.532.2345 x1025

 

Hours of Operation

Monday – Friday, excluding weekends and holidays

8:00 am – 9:00 pm ET

During these times our Customer Service Representatives are onsite and are available via  our Online Help Desk or Phone Support Line to address your concerns

 

After Hour Procedure

 

Non-Emergencies - Voicemail (select option '1') and Help Desk email requests will be addressed the following business day during our normal Hours of Operation. 

Emergencies - Will be addressed promptly if your Power User(s) are unable to correct the situation and if it falls within the Emergency Guidelines listed below.  Phone our Customer Support Line extension (select option ‘2’) to speak with the on call Support Technicians, if a representative is unavailable leave a message and our system will automatically page them and your call will be returned shortly.   Please do not phone your Sapphire Representatives directly.

 

Emergency Guidelines

1.  Cannot access the Sapphire website  (Does not include facility hardware, software or internet issues)

2.  Med Pass will not launch or fails to allow the passing of medications to all patients

3.  New orders cannot be placed for existing patients

4.  Patients cannot be added or transferred into the system preventing medication administration

5.  Medication cannot be checked in, preventing administration