Service outages and delays are rare, but when they occur we do our best to make sure they have as little impact on you as possible.
Service delays
What is a service delay with an integration partner?
A service delay means that there is a delay in how quickly an integration partner is able to send data to or process requests from Swell. This is often caused by a technical issue with the integration partner or a large backlog of requests that will take some them longer than usual to process.
Will patients who had an appointment during a service delay still receive automated messages?
All automated messages will still be sent, but at a later time than is typical. Swell will still ensure that messages are only sent during acceptable times of day.
Service outages
What is a service outage with an integration partner?
A service outage means that one of our integration partners is temporarily unable to send data to or receive data from Swell. This typically impacts our ability to send invitations or surveys to clients who have an appointment that occurs during the service outage.
Will patients who had an appointment during a service outage still receive automated messages?
For most cases, we will be able to send automated messages for impacted appointments within 24 hours of service being restored. However, If the outage lasts for an extended period of time, it is possible that we will not be able to send out invitations for all of the appointments that occurred during the outage.
We do everything we can to minimize disruptions to you.
We work with our integration partners during service outages to ensure that disruptions to you and your business are as minimal as possible. If you have any questions about a service outage, please contact our support team.