Hours:
Monday-Friday 8am-8pm EST
Saturday-Sunday 8am-5pm EST
Support Options:
Online (Recommended): https://support.woundvision.com/support/tickets/new
Email: support@woundvision.com
Phone: 1(888) 851-0098 (Weekdays – Live agent, Weekends – Call back)
Training and Support Portal: https://support.woundvision.com (Additional resources for logged in users)
Service Status Dashboard: https://status.woundvision.com
Troubleshooting Guides:
To expedite any support case, use our support guide prior to creating a ticket.
Support Response Times:
The table below represents what our goals are for handling all support cases.
Priority | Initial Response | Resolution Goal |
Urgent (Issue prevents all users from accessing all features of the service) | 1 hour | 4 hours |
High (Issue prevents all users from accessing multiple features of the service) | 2 hours | 8 hours |
Medium (Issue prevents some users from accessing one or more features of the service, Scout camera not working) | 4 business hours | 2 days |
Low (Everything Else – Configuration or setup issues, questions, feature requests, etc) | 8 business hours | 3 days |
Medium\Low - RMA (General issues involving a Scout camera that requires it be returned to WoundVision for repair/service) | 4 business hours | 10 business days |