Carevala Support Policy
Effective Date: July 1, 2025
Last Updated: July 1, 2025
At Carevala, LLC (“Carevala,” “we,” “our,” or “us”), we are committed to providing timely, secure, and reliable support for all users of our remote patient monitoring and chronic care management services. This Support Policy outlines how we assist patients, healthcare providers, caregivers, and business partners who interact with our software, devices, and services.
1. Who We Support
We provide technical and customer support to the following user groups:
Patients enrolled in RPM or CCM programs
Healthcare providers using Carevala’s clinical portal or integrations
Caregivers acting on behalf of patients (with proper authorization)
Business partners utilizing our platform
2. Support Channels
You can reach the Carevala Support Team through the following methods:
Email Support: ask@carevala.com
Phone Support: (844) 755-8058
Mailing Address:
Carevala, LLC
931 Village Blvd Ste 490
West Palm Beach, FL 33409
We aim to respond to all support inquiries within one business day, with priority given to clinical or system-critical issues.
3. Support Hours
Our standard support hours are:
Monday–Friday: 9:00 AM – 6:00 PM Eastern Time (ET)
Excluding major U.S. holidays
After-hours or weekend support is limited to urgent issues affecting patient monitoring or clinical workflows.
4. Types of Support Provided
Support Category
Examples
Technical Support
Device pairing, mobile app issues, dashboard access, data sync errors
Account Assistance
User account setup, password resets, and permission updates
Device
Support
Troubleshooting supported wearables, medical devices, and shipping issues.
Patient Support
Education on device use, help with onboarding, clarification on program participation
5. Service-Level Expectations
We prioritize support requests based on severity:
Priority Level
Issue Type
Response Time Goal
Critical (P1)
System outage, patient data transmission failure
< 1 business hour
High (P2)
Device pairing issues, provider login problems
< 2 business hours
Normal (P3)
General questions, non-urgent support requests
< same business day
6. Patient Safety and Escalations
While Carevala provides technical and coordination support, we do not offer clinical advice or emergency care. If a patient is experiencing a medical emergency, they should call 911 or visit the nearest emergency department.
Any urgent patient health-related issues received via support channels are escalated to the appropriate healthcare provider or care team contact on file.
7. Privacy and HIPAA Compliance
All support interactions are handled by HIPAA and applicable data privacy regulations. We do not disclose any personal or health information without proper authorization.
8. Device Replacement and Returns
For malfunctioning or damaged devices provided by Carevala:
Contact support to request troubleshooting or replacement.
Approved replacements are shipped within 1–2 business days.
Device returns may be required for malfunction diagnostics and compliance.
9. Feedback and Improvements
We welcome feedback to improve your support experience. You may email suggestions or concerns to:
10. Policy Updates
Carevala reserves the right to update this Support Policy from time to time. Users will be notified of significant changes via email or posted notices on our website.