Third Party App Support Model
The support model for our third party app products is the same as our standard support model - we only provide direct support to agency premier users. We do not provide support to your carrier reps or enrollers unless they are a designated support user, and we do not schedule calls to review company-specific issues that are occurring. Please be sure to clearly communicate this with other agency users, your carrier reps and your enrollers. To that end, your number one step should be to have your agency's premier user submit a ticket into support that outlines the issue so we can take a look.
In order for us to properly troubleshoot and determine the issue, you will need to provide the following details:
What is the name of the employer who is encountering the error?
What is the issue/error? If you're seeing an error message, include a screenshot of the entire page. Since many products can be set to be available by enroller only, we have no way of getting in to see these errors on our end. If you can't provide a screenshot, include the entire contents of the error message.
Is this issue/error occurring for all or specific app products? If specific, include product name(s).
Is this issue/error occurring for all or just specific ees? If specific, include ee name(s).
Were any employees or enrollers able to successfully bridge over to Harmony and then bridge back?
Is this issue/error occurring for all enrollers or specific enrollers? If specific, include the employee or enroller name(s) and their username they are logging in under as well as the browser they are using.
Where is the issue occurring - e.g. when hitting X button, when bridging back over from Harmony, etc.?
In addition to confirming the above, it is often helpful to provide a copy of the set-up document that was provided to you by your carrier rep to build the plans on EN. We will need this in order to confirm that everything has been configured correctly.
If we're unable to determine the issue on our end after reviewing the information provided, we may then ask you to reach out to your carrier rep/home office support to confirm if there are any issues/errors popping up in their system.
Please remember: Due to the nature of the real-time integration between 2 separate systems, troubleshooting an issue can take longer to troubleshoot and resolve. In order to avoid this, we highly recommend that you test the connection atleast 2 business days prior to starting enrollment.