Get help with Ashlee

Email support

Write to support@beaconcare.ai from the address associated with your organization or account when possible.

Include your organization name, the environment (pilot / production), a short description of the issue, and any relevant session or portrait identifiers (do not send passwords, health card numbers, or other unnecessary personal health information).

What we handle

Account access and login problems for clinical staff.

Product how-to questions for patients, substitute decision-makers, and site administrators.

Service availability and incident reports.

Privacy questions and requests to access, correct, or delete personal information.

Security or vulnerability reports (same mailbox; triaged by engineering and operations).

Privacy and data deletion requests

To request access, correction, or deletion of personal information, email support@beaconcare.ai and say that it is a privacy or data deletion request. Include your name, organization (if any), and the scope of the request. Do not send passwords, health card numbers, or other unnecessary personal health information.

For health information created in a participating organization, you may also start with that organization. Ashlee will route the request to the responsible customer where they are the custodian or covered entity, and will follow their documented instruction.

We acknowledge requests within one business day. Verified individual deletion requests are completed without undue delay and within 30 calendar days of verification, unless law or the customer’s record-keeping duties require retention. When a customer organization leaves the service, Customer Data is deleted from active systems within 60 days of contract termination. Details are in the Privacy Policy at /privacy/.

Response targets

We monitor support@beaconcare.ai during Ashlee business hours (Eastern Time, weekdays).

Typical acknowledgment: within one business day. Urgent production outages and security incidents are escalated same day to on-call operators.

Site-specific privacy or contractual notices may also go to your designated Ashlee account contact.