Overview
This Support Policy describes how to get help with the Synapsis Health mobile application (the “App”) and what you can expect from Synapsis ML Inc. (“Synapsis”) when you contact us. The App is provided in connection with a program administered by your healthcare provider or primary care network (the “Provider”).
How to Get Support
You can reach our support team through the following channels:
- Email: support@synapsismedical.com
- In-App: use the Help or Support option within the App, where available.
When you contact us, please include a description of the issue, the type of device and operating system you are using (for example, iPhone/iOS or Android), and, if relevant, the access code associated with your participation. Do not include your full health readings or other sensitive personal information in a support request.
Support Hours and Response Times
We aim to respond to support requests promptly during standard business hours (Monday to Friday, excluding statutory holidays in Alberta, Canada). Our target initial response times are:
| Request Type | Target Initial Response |
|---|---|
| General questions and how-to help | Within 2 business days |
| App errors affecting use | Within 1 business day |
| Suspected security or privacy issue | Same business day where possible |
Response times are targets, not guarantees, and may vary with volume. Resolution times depend on the nature of the issue.
What Support Covers
Our support team can help with:
- Installing, opening, and setting up the App;
- Entering your access code and completing sign-in;
- Capturing readings, generating reports, and using the submission workflow;
- Troubleshooting App errors, crashes, or unexpected behavior; and
- Questions about the App’s features and privacy practices.
What Support Does Not Cover
Clinical and medical questions. Our support team cannot provide medical advice or answer clinical questions. The App is not a medical device and does not provide diagnosis or treatment. For any question about your health, your readings, your treatment, or how often to measure and submit, please contact your healthcare provider. In a medical emergency, call your local emergency number immediately.
Program and enrollment questions. Questions about your eligibility, enrollment, or the clinical protocol for the program are handled by your Provider, who administers the program and issued your access code.
Third-party portals and devices. We can help with the App itself, but we do not provide support for your patient portal, your EMR, or the operation of your medical devices. Contact your Provider or the device manufacturer for those.
Reporting a Problem or Bug
If you encounter a problem, please report it to support@synapsismedical.com with as much detail as possible, including what you were doing when the problem occurred, what you expected to happen, and what actually happened. Screenshots are helpful, but please ensure they do not contain sensitive personal or health information.
Requesting Data Deletion
Because the App does not store your health information on our servers, you can remove the health readings on your device by deleting the App. To request deletion of the pseudonymous access record associated with your participation, contact support@synapsismedical.com or your Provider. Requests relating to health information held by your Provider should be directed to your Provider.
Escalation
If your issue is not resolved to your satisfaction, you may request that it be escalated by replying to your support thread and asking for escalation. Security and privacy matters are prioritized and escalated internally as appropriate.
Accessibility
We aim to make support accessible. If you need assistance in an alternative format or have accessibility needs, let us know in your support request and we will do our best to accommodate.
Contact
Synapsis ML Inc. · 103, 6030 88 Street NW, Edmonton, Alberta, T6E 6G4, Canada
Support: support@synapsismedical.com
Privacy: privacy@synapsismedical.com