Support
We're here to help. Find answers below or reach out to our team directly.
Contact Us
Product Support
Insight
For help with patient intelligence queries, facility switching, EMR integration, or clinical query configuration, contact our support team with your facility ID and a description of the issue.
Pulse
For telemedicine session issues, AI note generation, billing code questions, or EMR submission problems, please include the session ID and timestamp when contacting support.
Vista
For family portal access issues, response quality concerns, or facility onboarding questions, reach out with the facility name and a detailed description.
Hero
For iOS app issues, transcription accuracy, on-device AI processing, or EMR submission errors, please include your device model, iOS version, and app version number.
Frequently Asked Questions
Yes. SanosMD is fully HIPAA compliant. We maintain comprehensive administrative, physical, and technical safeguards to protect Protected Health Information. We execute Business Associate Agreements (BAAs) with all covered entities and third-party vendors.
SanosMD integrates with any electronic medical records system. Our platform connects out of the box — no costly custom integrations required. We support standard healthcare interoperability protocols and integrate with leading EMR platforms.
Hero processes all AI tasks entirely on-device using Apple's neural engine. No patient data leaves the phone until you explicitly choose to submit a note to your EMR. The app works fully offline, ensuring complete data privacy.
Vista provides families with carefully curated, jargon-free responses based on real-time patient data. Sensitive clinical details are filtered, and the system is designed to provide reassuring updates while guiding families to the care team for clinical questions.
Contact our sales team at sales@sanosmd.com or click "Request a Demo" on our homepage. We'll schedule a personalized walkthrough of the products most relevant to your facility.
All AI-generated content is presented for physician review before submission. You can edit any generated note before it's sent to your EMR. Healthcare providers retain final authority and responsibility for all clinical documentation.
System Requirements
- Insight & Pulse: Modern web browser (Chrome, Safari, Firefox, Edge). Stable internet connection required.
- Vista: Modern web browser. Available on desktop and mobile devices.
- Hero: iPhone with iOS 17 or later. Internet connection required for initial patient data sync and EMR submission only.
Support Hours & Response Times
- Critical issues (system outage, data access problems): Response within 1 hour, 24/7
- High priority (feature malfunction, integration errors): Response within 4 business hours
- General inquiries (questions, feature requests, onboarding): Response within 1 business day
Business hours are Monday through Friday, 8:00 AM to 6:00 PM Eastern Time, excluding federal holidays.