Support Notice
We wanted to take this opportunity to remind our customers of the best ways to reach us should you need our assistance.
When engaging the CGM Support team, our team members are trained to ensure your issue is fully documented and that a related case is created or updated so that you may monitor progress made in resolving your issue via the CGM PORTAL and case email updates.
We classify all reported issues to ensure the most critical issues receive the highest priority by our team. Those deemed "critical" (i.e. situations where all users are unable to access the software and/or there is a possible patient safety or potential HIPAA issue) will receive our utmost attention. When you report these with a phone call, we may work to address your issue immediately. We assign a resource to resolve your issue and deliver relevant updates while we progress to that resolution.
Here are your options for contacting us along with our recommendations based on the criticality of your issue:
Support Portal
Option 1 is our CGM PORTAL which is available 24 hours a day to submit, update, and review cases. The CGM PORTAL is a great place to find current support notifications, our knowledge base for common questions and issues, and all related product documentation. This option is not recommended if you are experiencing a high- or critical-priority support issue.
Phone
Option 2 and recommended for any high or critical priority issues, is by phone at (855) 270-6700, opt. 2, opt 2. For support related issues, this line is monitored 8 am to 8 pm ET, Monday through Friday.
There is a third option available by email, but due to possible processing delays, we do not recommend this option. We will transition away from email as we onboard clients to the CGM PORTAL in the coming months. If you do not have access to the CGM PORTAL, you can send your email to CustomerService.Phoenix.US@cgm.com with all of the relevant details pertaining to your issue. This mailbox is monitored, and tickets will be created on your behalf from 8am to 8pm ET. After it is created, you will receive an email with the ticket number so you can continue to communicate with our agents as your ticket moves to resolution. Keeping in mind that processing delays may exist, if you email us outside of these hours, your ticket will be created the next business day.
If you do work with our support team, you may receive a survey that will accompany your resolved ticket notification. When possible, please provide feedback on your support experience. These surveys help us improve our processes to ensure that you have the best possible experience when our services are needed.
We appreciate your understanding and cooperation when reaching out to our support team. Your satisfaction is our top priority, and we are committed to providing you with the best possible assistance. If you have any questions about our support options or need further clarification, please don’t hesitate to contact us.
Thank you for choosing CGM. We look forward to assisting you!
Best regards,
The CGM Support Team
