Support
How can we help?
Most answers are in the knowledge base. Search it first — then email us if it is not there.
Self-serve
Start here
Getting Started
What IntuCloud is, how accounts and workspaces fit together, and your first channel.
Connectors
The catalog, HL7 v2 over MLLP, and working with FHIR listeners and destinations.
Mirth Migration
Importing Mirth Connect channels and translating Rhino JavaScript to TypeScript.
Billing & Plans
Subscriptions, add-ons, message blocks and how overage is handled.
Support tiers
What each plan includes.
These match the entitlements on the pricing page. If they ever disagree, pricing is correct.
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- Plan
- Free
- Support
- Community and knowledge base
- Detail
- Self-serve articles plus GitHub discussions for engine questions.
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- Plan
- Team
- Support
- Business-hours support by email
- Detail
- Reach us at support@intucloud.ai during business hours.
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- Plan
- Enterprise
- Support
- Named technical contact and SLA
- Detail
- A specific engineer who knows your deployment, with contracted response times.
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- Plan
- Self-hosted + Enterprise Support
- Support
- Named contact, SLA, upgrade assistance
- Detail
- Support subscriptions for self-hosted intu-dev deployments.
Contact
Opening a ticket
Email support
Product and platform questions, incidents, and anything that needs someone to look at your workspace.
Sales, contracts and Enterprise questions go through the contact page instead.
What to include
- Your organization and workspace name
- The channel name and the environment (sandbox, staging, production)
- Message IDs and timestamps, with the timezone
- What you expected to happen, and what happened instead
- Whether the behaviour is reproducible in the sandbox
Do not include PHI in tickets. Send message IDs, channel names and timestamps rather than payloads — that is enough for us to find the message, and it keeps patient data out of an email thread.
Still stuck?
Email us with the details below and we will pick it up.