How do I contact Support?
For all technical support issues, email support@radai.com directly to submit a support ticket and include the details of the request.
If the request falls outside of business hours, we will respond the next business day. If there is an outage or other critical incident, please contact the critical incident number that was provided during your onboarding.
Where can I check the realtime status and availability of Rad AI's products?
In the unlikely event there is a service degradation or outage of any of our products, we will update status.radai.com with an incident description and resolution progress. You can also subscribe to email alerts via the status page.
What are Rad AI's business hours?
Rad AI's support business hours are Monday - Friday, 8am-8pm ET, excluding federal holidays
What do I contact Support for?
- Issues with product functionality
- Technical issues
- UI glitches
- Startup/launch failures, etc.
- User administration/onboarding
- Product questions
- Product feature and functionality requests
- Other questions where it’s unclear where to go - we’ll point you in the right direction!
What should I include in my Support ticket?
For technical issues, please include the following where applicable:
- Steps to reproduce incl. expected outcome vs. actual behavior
- How often the issue is occurring, impact
- Usernames/workstation names
- Approximate time incident occurred
- Any screenshots or screen recordings demonstrating the issue
- Any other details that may be helpful in diagnosing the issue
We may also ask for the activity logs from the affected workstation(s).
Can I include PHI in my ticket?
When submitting your request, please ensure that no PHI is included in either the body of the request or any attachments. This would include accession numbers, any reports or templates where the PHI is not redacted, or any other identifying information within the request that could be considered PHI (including uncropped screenshots).
In certain instances we may ask for the activity logs from the workstation - rest assured that these logs contain no PHI and are safe to send to us.