Humans first
Real people reply — not a bot and not a script. We aim for a same-day answer on anything non-trivial and much faster on the small stuff.
Support
Actual humans, whenever you need one.
We don't hide behind a help article. Talk to a real Ona specialist — day or night, weekends included — over chat or screen-share.
- Real humans, not bots
- Email & in-app chat
- Screen-share when chat stalls
- Guided onboarding
Most healthcare software ships support as a cost-center: tiered queues, slow SLAs, and a help article that doesn't quite answer your question. You're paying thousands a month — and the thing you actually need is someone who'll get on a call.
Ona's support is small on purpose. You talk to real people who've seen your workflow. We jump on a screen-share when chat isn't moving fast enough. If your workflow needs tuning, we build it with you rather than sending a quote.
01 · Why it matters
The vendor is the team.
A clinic's relationship with its EHR vendor is the quietest variable in how well it runs. We'd like that relationship to feel like a colleague, not a queue.
A good EHR is infrastructure; a good support team is the difference between “this software saves me hours” and “this software costs me my week.” Most vendors ship the first and hide from the second.
We staff Ona's support with people who've worked in clinics and who stay close to the product. When you message us you talk to someone who's watched a Tuesday morning in your seat — not a scripted tier-one queue.
02 · What you get
Support that treats you like a partner.
Email & chat, one inbox on our side
You pick the channel; we keep the context. We don't make you refile the same question in a different place to get the right person.
Screen-share when chat stalls
When a ticket is going in circles, we hop on a call and share screens. Most issues close in minutes once someone is looking at it alongside you.
Workflow tuning included
A new service to set up, a weird billing edge case, an unusual intake flow — we'll build it with you. No “professional services” quote for things that shouldn't need one.
Guided onboarding
Week one is hands-on: we help you bring your data across, map services, set up your booking page, and get your team comfortable before you flip the switch.
A small team that remembers you
We're not big, and that's the point. The person you're chatting with tomorrow probably remembers your clinic name from today.
03 · What a support conversation looks like
From “help” to “fixed.”
You write what's wrong, in your words
No priority form, no triage questions, no “have you cleared your cache?” Email or chat, whatever's easier.A human replies with context
We see which workspace and which area of the product — we don't ask you to repeat the basics before we engage.Screen-share if it's faster
When the fastest path is a call, we suggest one. You're never pushed onto a scheduled meeting when a short chat would have done it.Feedback feeds the roadmap
Recurring asks don't just close as tickets — they shape what we build next, so the next team doesn't have to ask the same question.
“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, going live
From demo to a Tuesday running on Ona.
We help bring your services, hours, and patients across and sit with you during the first real bookings. Most solos are live in one to two weeks.
Small clinic, messy migration
Old PDFs, tangled spreadsheets, partial data.
We take what you've got and work through it with you — mapping the fields, cleaning up what we can, flagging what needs a human decision.
Practice with a new workflow
A new service or payer drops next Monday.
We help set up the service, the price, any billing/insurance bits, and walk through a test booking together — so Monday isn't a surprise.
Team new to modern software
Training that sticks.
Short live sessions during onboarding, tuned to your team's actual questions. We record them so the people who couldn't make it aren't lost.
FAQ
The questions we get often.
Is support included in the price?
Yes — every plan comes with real human support, guided onboarding, and workflow tuning. No separate professional-services line for the normal stuff.
What are your support hours?
We're primarily a business-hours team today; we're responsive outside those hours too but can't promise a true 24/7 on-call rotation. If round-the-clock coverage is a hard requirement, tell us and we'll talk through it honestly.
How do we reach you?
Email and in-app chat are the primary channels. For teams, a shared channel (email distribution list or similar) keeps your whole practice looped in on the same conversation.
What about migrating from our current EHR?
Included. We help with the data migration, mapping, and cutover. Timing depends on complexity — typically 1–3 weeks for smaller practices.
Can we get a dedicated account manager?
For larger practices, yes — a named contact 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.
Do you build custom integrations?
For workflow and data requests that fit the product, we lean in. For deep custom engineering — a new external integration, a bespoke module — we scope it honestly rather than wave it through.
Ready when you are
A software vendor that picks up the phone.
Book a 15-minute call with a real person — not a BDR reading a script.