AMS Client Support Overview

The re:Members AMS Client Support team provides a central point of contact to assist with general platform navigation questions, technical troubleshooting, or updates on existing cases.

The re:Members AMS Support Portal is one of the main interfaces between clients and the re:Members AMS Client Support organization. We are available during the hours noted below, excluding regional holidays (“Business Hours”) and outside of any unscheduled service outages, maintenance, or other situations as deemed necessary.

Live Support Availability   

General Product Questions 
re:Members support portal, email, phone

Assisted Support

Technical Issues & Troubleshooting
re:Members support portal, email, phone

Online Support

Access to Knowledge Base & e-Learning

Case Management

According to the table below, a client support specialist will determine the severity level based on the description provided by the client contact. Client contacts will ensure that each support case submitted will designate the initial severity level of the error according to the table’s definitions, identify the services that experience the error, and provide contact information for the client contact most familiar with the issue.

For more information about submitting a case, view our Case Management Video.

Severity of Incident

S0 – Platform unavailable or critical business functions unavailable to most clients with no viable workaround.

S1 – Critical business functions or performance impacting most clients.

S2 – S4 – incident affecting one or a few users or non-critical