A real person, by email
Write to [email protected] and a person on the Ona team replies, not a bot. On a phone, Need Help? in the account menu opens an email with your account and device details already filled in.
Support
Practice software support and onboarding, from real people
Ona support is human help for practices switching to and running on Ona. Email a real person on the Ona team, find answers in a help center of more than 130 articles one click from every screen, and let Ona migrate your data and set up or port your phone and fax numbers. It's included on every plan.
- A real person, by email
- 130+ help articles, in the app
- Data migration by Ona
- Number porting handled
Ona support is human help for the practices that run on Ona, the AI-native practice management platform. When something isn't clear, you email a person on the Ona team. For everything else, a help center of more than 130 step-by-step articles sits one click from every screen. Support, data migration and number setup are included on every plan at no extra cost.
It fits solo clinicians and small practices (primary care, behavioral health, physical therapy, nutrition, functional and integrative medicine, women's health and med spas) that are switching systems without an IT team and can't afford to lose a week to it.
01 · Why it matters
The vendor is part of your team.
A clinic's relationship with its software vendor is the quietest variable in how well it runs.
A good EHR is infrastructure. Good support is the difference between software that saves you hours and software that costs you a week, and most of that week is lost at the start: moving data, keeping your numbers, learning where things are.
Ona puts the answers inside the product and keeps the heavy lifting with its own team, so the hard parts of switching aren't yours to figure out alone.
02 · What you get
Help that sits inside the product.
A help center in the app
More than 130 step-by-step articles, from setting up services to correcting a claim. Open it from the button in the sidebar footer, or search ⌘K for Help Center.
Ona Assistant knows the guides
Ask the in-app assistant how to do something in plain words. It can check the Help Center for you while it answers.
Your data, moved by us
Ona's team imports patients, appointments, notes, insurance and billing history, with ready-made importers for Jane, IntakeQ, AdvancedMD and Aster. Every import runs as a dry run first.
Numbers set up for you
Ona can port the phone and fax numbers your patients and referrers already use, following the carrier order until your practice switches over.
A head start on day one
Pick your practice type when you sign up and the matching features switch on. Your workspace starts with sample patients and a Getting Started checklist on the Tasks board.
03 · How it works
From sign-up to running on Ona.
Open your practice
Create your workspace, choose your practice type, sign the BAA and invite your team. Sample patients and a Getting Started checklist are waiting.Send us your export
Export what you can from your current system. Ona's team maps it, checks a dry run, and imports it once the numbers look right.Keep your numbers
Ona ports your existing phone or fax number, or you set up a new fax number in Settings in a couple of clicks.Find answers in the app
Search the Help Center from the sidebar or ⌘K, or ask Ona Assistant in plain words.Email a person when you need one
Write to [email protected]. Recurring questions shape the guides and features that come next, and new releases are announced inside Ona.
“Our old vendor had a ticket queue. Ona has a team. When something needs fixing the person I talk to knows my practice — that shouldn't be remarkable, but it is.”
04 · In practice
When the team earns its keep.
Solo clinician, leaving Jane
From export to first booking.
Send the Jane export. Ona's team imports patients, appointments, chart notes and treatment plans, checking a dry run first so nothing lands twice.
Small clinic, keeping its numbers
The fax number on your letterhead.
Ona ports the fax and phone numbers referrers and patients already use, so nothing has to be reprinted when you switch.
Practice adding a service
A new service next Monday.
Follow the setup guides in the Help Center, or email the team and work through the service, its price and the booking page together.
New team member
Answers without leaving the screen.
New staff press ⌘K, type what they're looking for and open the guide, or ask Ona Assistant in their own words.
FAQ
The questions we get often.
Is support included with the practice software?
Yes. Email support, data migration and number setup come with every Ona plan at no extra cost.
How do I contact Ona support?
Email [email protected] and a person on the Ona team replies. Inside the app, the Help Center is one click away in the sidebar and in ⌘K, and Ona Assistant can search it for you. There's no live chat with the support team inside the app.
Can Ona move my data from my current EHR?
Yes, at no cost. Ona's team has ready-made importers for Jane, IntakeQ (PracticeQ), AdvancedMD and Aster covering patients, appointments, notes, insurance and billing history, depending on the system. Exports from other systems are mapped case by case. Every import runs as a dry run first, and re-running it updates records rather than duplicating them.
Can I keep my practice's phone and fax numbers?
Yes. Ona's team ports existing phone and fax numbers through the carrier and switches your practice over once the port completes. If you'd rather not port, you can set up a new fax number in Settings and forward faxes from your current service to your Ona inbox address.
Can I set up Ona myself?
Yes. Sign up and pick your practice type (primary care, physical therapy, functional and integrative, mental and behavioral health, med spa, direct primary care or something else), and the matching features switch on. Your workspace starts with sample patients and a Getting Started checklist.
Is Ona support available 24/7?
Ona is primarily a business-hours support team and stays responsive outside those hours, but it doesn't promise a 24/7 on-call rotation. The Help Center is always available, and the AI receptionist can answer your patients' calls around the clock.
Do larger practices get a dedicated contact?
Yes. Larger practices get a dedicated account manager who knows your setup. Solo and small practices talk to the same small team either way, so it stays personal without needing a formal assignment.
How do I hear about new features?
New releases are announced inside Ona and written up in the release notes, linked from the account menu. Share Feedback in the same menu sends a rating and comments straight to the team.
Ready when you are
Talk to the people behind Ona.
Book a 15-minute call with a real person — not a BDR reading a script.