The customer has the following options for opening a ticket:
For Severity 1 and Severity 2, please use our toll-free number.
For Severity 3 and Severity 4, please use an email to open tickets.
The Customer will be provided login credentials, username, and password, to access SpinSci’s JIRA system to view the status of tickets. If you do not have Email access to view tickets, contact SpinSci Support by telephone to submit service requests.
Ticket is created and Severity Level is being set. A Support Engineer has not been assigned to work on the ticket yet.
A Support Engineer is assigned to the ticket and is working on the ticket.
A Support Engineer is awaiting a response from the Customer for information needed to continue working on the ticket.
A Solution has been provided by the Support Engineer and is waiting for Customer’s approval to close the ticket, or the Customer has not sent a response to the Support Engineer’s requests for information in 2 normal business days.
The Customer has confirmed that the ticket has been completed to its satisfaction. No further work is performed.
To ensure that the request is prioritized correctly the Customer will be asked to assign a Severity level for each request.
Any service-impacting outage or severe degradation of the services that impacts Customer’s business or affects > 80% of users of such services.
The non-performance or incorrect performance of services that may have an impact on Customer’s business or may affect > 50% of users of such services.
A degradation of services that may have or is having a minor impact on Customer’s business or may affect some of the users of such services.
Minimal to no impact on the users of the services and any other service incident that is not a Severity 1, 2 or 3 incident.
When a ticket is opened, the Customer will provide the scope of the impact. Based on that, SpinSci will assign the severity.
NOTE: For Severity 1 and for Severity 2 tickets, if required, an audio bridge will be created for coordination with the Customer for addressing the issue
(This is NOT required for Severity 3 and Severity 4 tickets).
NOTE: If Severity 1 and Severity 2 tickets are sent by Email, they will be automatically degraded to Severity 3 and Severity 4.
If you are not completely satisfied with the progress towards the resolution of a ticket, you may escalate (Check Elapsed Time) the ticket by requesting the Support Engineer to raise the ticket to the next level.
SpinSci will assign a dedicated Customer Success Manager (CSM) for the following:
The Visionary – Transformational, Entrepreneurial, and Motivational
Since co-founding SpinSci in 2006, Rajit Kumar, the Founder / Chief Innovation Officer, has transformed SpinSci from a service-based delivery organization into a true healthcare innovator with deep investments in patient engagement solutions. Under his leadership, SpinSci has established a broad national footprint by developing strategic partnerships with some of the world’s largest technology and healthcare organizations.
Rajit is passionate about cultivating a culture in the organization where team members are empowered. Rajit has a Bachelors and Masters in Chemical Engineering. Rajit is a passionate golfer and enjoys spending time with his family.
The Revenue Driver – Sales Leadership, Sales Ops, and New Ventures
Ashvin is currently the Chief Revenue Officer which he moved into after his position as Vice President of Sales and his internship, showing his rapid trajectory at SpinSci. Ashvin has deep technical knowledge and a strong understanding of healthcare provider challenges, allowing him to build strong relationships with his customers.
Ashvin is a sports enthusiast having played competitive golf and basketball at an early age. As a Junior golfer, Ashvin was fortunate enough to play with many golfers currently winning titles on the PGA Tour.
The Product Leader – Roadmaps, Disruption, and Excellence
Rohit Potaraju is SpinSci’s Vice President of Product Management, responsible for leading and developing the organization’s expansive portfolio of solutions. Rohit focuses on building impactful experiences in the Patient Engagement domain and enabling customers to enhance their workflows to become more robust and efficient. Since 2016, Rohit has held various integral roles within SpinSci, leading the company through multiple phases of growth.
Prior to joining the SpinSci family, Rohit completed his double major in Economics and Chemistry at The University of Texas at Austin with a minor in Computer Science. He was also the Lead Data Research Assistant at the McCombs School of Business. In his leisure time, Rohit enjoys spending time with his wife and dog, and playing basketball and tennis. He is also a die-hard fan of the Dallas Mavericks (MFFL) whom he has followed since his childhood days.
Sales- Leadership, Revenue, Relationships, and Experience
Art is the Senior Director of Sales for the East and brings a wealth of industry experience to SpinSci. Art has held leadership roles with several telecommunication services providers and has owned and operated his own firm.
When not at work, Art has served as an Assistant Fire Chief for over 20 years and worked as a youth volunteer and mentor. In his free time, Art likes to golf and visit his cabin in Arkansas to explore outdoor life with his grandchildren.
Sales – Goal Attainment, Communication, and Relationships
Forrest is a Director of Sales for the West and brings both B2B and healthcare experience to SpinSci. Forrest has fostered deep relationships with his customers and partners and strives to deliver excellent results.
Forrest is a new father with a brand new baby girl.
Sales – Innovation, Commitment, and Service
As the Director of Enterprise Sales, Tony is responsible for enterprise solution sales for the East. In his role, Tony is responsible for the discovery, demonstrations, technical reviews, and implementation design, as well as developing and maintaining healthy relationships with customers and partners.
Tony was born and raised in Busan, South Korea, and moved to Houston at the age of 16. He has a cat son named Twix who he loves more than anything with whom he regularly walks as if Twix were a dog. Tony models a side gig and you might be able to see him in some TV commercials!
The Strategist – Growth, Strategy, and Inspiration
As a Chief Executive Officer, Andy works closely with the Founder to improve cross-functional business alignment and to achieve SpinSci’s long-term vision. His core focus is “value creation”.
As quoted by Heraclitus, “the only constant in life is change”. For Andy, his constant change is his diet. He’s tried nearly every diet under the Sun – including Atkins, Keto, Paleo, Mediterranean, and Vegetarian. His new fad is Intermittent plus Pescatarian.
Sales – Patient Journey, Relationships, and Execution
As the Vice President of Sales, Cody thoroughly enjoys all aspects of meeting with customers, identifying areas where SpinSci can help, and providing a better healthcare experience for all involved. With a deep understanding of patient access and communication platforms, he looks for areas to improve the patient experience and operational efficiency for our customers.
Cody loves to spend time with his wife, family, and 3 dogs. His family keeps him busy with 13 nephews and nieces. Additionally in his free time, Cody is an Avid off-road motorcycle racer in the state of Texas.
Ecosystem Partners
Avaya is shaping what’s next for the future of work, with the customer experience and collaboration innovation, and partnerships that deliver game-changing business benefits. Avaya’s cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes.
Ecosystem Partners
Avaya is shaping what’s next for the future of work, with the customer experience and collaboration innovation, and partnerships that deliver game-changing business benefits. Avaya’s cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes.
Vonage is a communication platform as a service (CPaaS) provider for consumers and businesses that make it possible for customers to connect and communicate on any device through cloud-hosted voice, video, chat, and short message service (SMS). Vonage has been introduced. Vonage also provides the Vonage Contact Center (VCC), a new category of cloud contact center software where customer interactions are blended with customer data to deliver an unparalleled, emotive, and conversational customer experience.
The Strategist – Growth, Strategy, and Inspiration
As a Chief Strategy Officer, Andy works closely with the CEO to improve cross-functional business alignment and to achieve SpinSci’s long-term vision. His core focus is “value creation”.
As the saying goes, the only thing that is constant is change. For Andy, his constant change is his diet. He’s tried nearly every diet under the Sun – including Atkins, Keto, Paleo, Mediterranean, and Vegetarian. His new fad is Intermittent plus Pescatarian.
Skip to main content
