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Fasten Connect Support

Fasten Connect provides comprehensive support to ensure a smooth integration experience:
  • Service Level Agreements (SLAs) & Business Associate Agreements (BAAs): Available for customers on upgraded plans.
  • Email Support: Reach out to us anytime at support@fastenhealth.com.
  • Slack Support: We recommend Slack for real-time assistance. We’ll set up a shared Slack channel to help you get started and address your questions.
  • Hands-On Assistance: Our team is ready to guide you through your integration, answer questions, and share best practices.
  • Status Page: Check our status page for real-time updates on system performance and any ongoing incidents.
We’re committed to providing the support you need to succeed with Fasten Connect.

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What to include when requesting support

When contacting support, include any relevant identifiers so Fasten engineers can quickly locate the affected organization, connection, task, or request:
  • organization_id: Your customer identifier. This helps us debug billing, payment, and webhook-related issues.
  • org_connection_id: The patient consent or authorization identifier used to access a patient’s records. This helps us debug patient consent and data collection errors.
  • task_id: The worker task identifier generated when calling /ehi-export. This is only useful for data collection errors, especially when investigating a patient.ehi_export_success or patient.ehi_export_failed webhook event.
  • request_id: The HTTP client correlation identifier, also known as a trace ID. This helps us debug specific API endpoint errors, including 4xx or 5xx responses, and can be useful for patient consent errors.