Sending Support Tickets: What You Need to Know

If you need help troubleshooting a problem with any of the Ocean products, or need to get in contact with CognisantMD for any reason, our support team can be reached at:

After filling out a support request, which includes your name, email address, Ocean Site Number, your EMR (if applicable), description of your issue, and any relevant attachments (usually screenshots are most helpful), a ticket will be created in our support centre for review by one of our Customer Success Associates.

Hours: Our associates are available and on call Monday to Friday, from 9 AM to 5 PM Eastern Standard Time, excluding all Canadian statutory holidays.

Our team endeavours to respond to all support requests typically within 2 hours of receipt, contingent on overall support volume and issue complexity. If our staff does not have an immediate solution to your concern within that time, we attempt to follow up as soon as possible to confirm receipt and provide an update on the status of our investigations.

When sending a support request, please be as detailed as possible about the nature of your concern. If you’re experiencing a problem with an Ocean product, please make sure to list what Ocean service(s) you’re currently using, as well as the frequency (consistent or sporadic) and the range of affected patients (isolated to a single patient, a shared group/provider, or every patient total).

The more thorough you can be detailing your issue, the better our staff can investigate and test the issue from our end.

Customer Privacy and Security

Do not, under any circumstances, include the following in a support request:

  • Ocean account password
  • Ocean Site Shared Encryption Key
  • EMR login credentials
  • Screenshots or emails containing any patient’s personal health information

Patient Privacy and PHI

At CognisantMD, we take all matters of patient privacy and security very seriously. Please do not, under any circumstances, send us personal health information (PHI) for patients.

This includes, but is not limited to, the following:

  • patient names (first name, middle name, surname)
  • patient contact information (phone number, email address, street address)
  • health card number
  • test and/or lab results
  • direct correspondence between patients and health care providers

If in doubt, err on the side of caution and consider how patient information is handled on site. Follow the same protocols with any details you may be considering sending in a support request.

  • Referencing Patients

    • If you do need to reference a patient for the purposes of troubleshooting, please provide support with either the patient’s EMR ID number or their Ocean reference number only.

  • Special Consideration for Screenshots

    • If it is unavoidable to send a screenshot without certain patient details being visible, we ask that you first use annotation or similar tools in a photo editing application (Adobe Acrobat, Photoshop, Mac Preview, etc.) to censor or blur patient details out and make them unreadable to our support team.

    • Sometimes it makes sense to send a screenshot of your EMR, the Ocean Portal, or other Ocean services to support to help illustrate a particular problem or error message. In those instances, please take extra precautions to review screenshots and make sure they are free of PHI.

Have more questions? Submit a request