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Support
We're here to help you get the most out of EDI Paisan. Whether you're stuck on something, found a bug, or have a suggestion — there are several ways to get the support you need.
Self-Service Resources
Most questions can be answered quickly with our documentation:
📖 Documentation
Start here for how-to guides, feature explanations, and technical reference:
- Getting Started — New to EDI Paisan? Begin here
- Features — Learn what EDI Paisan can do
- File Types Reference — Detailed info on each transaction type
- Reference — Loop hierarchies, segments, and qualifier codes
❓ Frequently Asked Questions
Our FAQ covers the most common questions about:
- Security & privacy
- Pricing & billing
- Features & capabilities
- Troubleshooting common issues
Contact Us
Can't find what you need in the docs? We're happy to help.
Email Support
Best for:
- Technical questions
- Bug reports
- Account issues
- General inquiries
Sales & Enterprise
Best for:
- Enterprise pricing
- Volume licensing
- Business Associate Agreements (BAA)
- Custom solutions
Marketing Site Contact
For general business inquiries, visit our contact page on edipaisan.com.
What to Include When Contacting Support
Help us help you faster by including:
- What you were trying to do
- What happened (error messages, unexpected behavior)
- What you expected to happen
- Browser and operating system you're using
- Screenshots if helpful (but never include real PHI)
Protect Patient Information
Never include real patient data, names, IDs, or other Protected Health Information in support requests. If demonstrating an issue, use anonymized files or describe the problem without exposing PHI.
Response Time Expectations
| Tier | Response Time |
|---|---|
| Free | Best effort (typically 2-3 business days) |
| Pro | 1 business day |
| Enterprise | Priority support (same business day for critical issues) |
Business hours: Monday – Friday, 9 AM – 5 PM Eastern Time
We read every message and aim to respond as quickly as possible. For urgent issues affecting Enterprise customers, we offer priority escalation paths.
Feature Requests & Feedback
Have an idea to make EDI Paisan better? We'd love to hear it!
- Submit a Feature Request — Tell us what you'd like to see
- Email [email protected]
We prioritize features based on user demand. Many of our best features started as user suggestions.
Bug Reports
Found something broken? Please report it so we can fix it.
Email: [email protected]
Include:
- Steps to reproduce the issue
- Expected vs. actual behavior
- Browser, OS, and EDI Paisan version (shown in footer)
- File type causing the issue (without including PHI)
- Screenshots or screen recordings if helpful
Enterprise Support
Enterprise customers receive:
- Priority response times — Same business day for critical issues
- Dedicated support channel — Direct access to our team
- Onboarding assistance — Help getting your team up and running
- Custom documentation — Organization-specific guides if needed
Status & Uptime
Check the current status of EDI Paisan services:
status.edipaisan.com (coming soon)
Subscribe to receive notifications about planned maintenance and incidents.
Community
Connect with other EDI Paisan users:
- Share tips and workflows
- Ask questions
- Learn from others' experiences
Community forums coming soon!
Quick Tip
Before reaching out, try searching the FAQ — your question may already be answered there!