Overview and Definitions

• Greenrain offers two types of customer support: Premium Support and Standard Support.

• “Working day” refers to any day, not a weekend or public holiday, when the support team can provide services from 9 AM to 5 PM.

• “Non-working day“ is a day that is not a working day. It includes weekends and public holidays.

• By default, all our customers get Standard Support.

• You can purchase Premium Support. This support is valid for one year and it has the following cost:

  • Pharmacies and medical centers: 30% of the product or service price you purchased from us.

  • Hospitals and payers: Please get in touch with us at contact@greenrain.online for the price quote.

• Greenrain does not provide on-site assistance in technical support and user training.

Premium Support

• Greenrain provides technical support by email, phone, WhatsApp and Telegram.

• Once you purchase the Premium Support, we will share the support contact number.

• Premium Support is provided for working and non-working days between 9 AM and 5 PM.

• Standard Support is also included in the Premium Support.

• Customers of Premium Support can also request custom features for the product from time to time. We do not promise we can always implement it free of charge, but we will try to develop it for free or for a reasonable cost.

• If the issue is not with Greenrain, we will make every effort to follow up with the related authorities: Shafafiya Support, DHPO, Riayati, and SlashData.

  • We cannot contact ICP because we do not upload data directly to them.

  • We expect up to 15 contacts with the authorities during one calendar month. Suppose you face a significant number of issues and we need to contact authorities more often. In that case, it means there are fundamental errors in either your workflows or the authority platforms that will require a different approach to resolve. Please contact us if this happens, and we will work with you to find a solution.

Premium Support with a fee per incident

• Greenrain provides technical support by email, phone, WhatsApp, and Telegram.

• This Premium Support is provided on a per-incident basis: you can use it for the complicated cases you cannot resolve as part of our Standard Support.

• The incident is one support activity related to one patient or member and one service of Shafafiya, DHPO, or Riayati. For example:

  • Assistance in uploading five claims of the same patient to Shafafiya is one incident.
    Assistance to upload one member to Shafafiya and generate one COC with correct penalty are two incidents.

  • Assistance in downloading all claims related to one patient is one incident.

• Once we get your support request, we will send you the details of the support contact person who will be assigned to your incident.

• If the issue is not with Greenrain, we will make every effort to follow up with the related authorities: Shafafiya Support, DHPO, Riayati, and SlashData. Note that we cannot contact ICP because we do not upload data directly to them.

Standard Support

Greenrain provides technical support by email only using the following workflow:

• Send an email to help@greenrain.online. Please explain the issue and attach all related screenshots and files to help us troubleshoot your problem faster.

• The support team will make all possible efforts to reply within less than 24 hours during a working day.

• Standard Support does not cover non-working days.

• If the support team has not replied to the request within 24 hours during working days, you can send a reminder to help@greenrain.online.

• If the support team has not replied to the request within 48 hours during working days, you can send the escalation email to escalate@greenrain.online.

• If the issue is not with Greenrain, you must follow up with the related authorities. We will not contact Shafafiya Support, DHPO, Riayati, SlashData, or ICP on your behalf.

• Standard Support does not include technical support over the phone or chat. You can consider Premium Support if you require it.