Thank you for using PGxAI. We’re here to help and we take security
and privacy seriously.
How to reach us
Hours: Mon–Fri, 9:00–18:00 (PT)
Critical incidents: monitored 24×7 via on-call.
PGxAI is a HIPAA Business Associate and maintains SOC 2 controls.
Please don’t email PHI; if PHI is needed to resolve an issue,
we’ll provide a secure upload method.
What to Expect (Response Targets, not Guarantees)
We triage by impact/urgency:
- Sev-1 (Critical) – major outage or security event
Target first response: 15–30 minutes (24×7) · Updates: hourly
- Sev-2 (High) – significant impairment, no workaround
Target first response: 1 hour · Updates: every 4 hours
- Sev-3 (Medium) – degraded feature, workaround available
Target first response: 1 business day
- Sev-4 (Low) – questions & minor issues
Target first response: 2 business days
These are service targets. Any SLAs for enterprise customers are
governed by your agreement with PGxAI.
Security & Privacy During Support
-
Least-privilege support access with MFA and audit logging.
- We encourage MFA for all user accounts.
-
We verify your identity before discussing account-specific
details.
- We never ask for your password or 2FA code.
Status & Maintenance
We announce scheduled maintenance in advance and communicate
incident updates via email and/or in-app notifications. A public
status page may be introduced in the future.
Ticket Contents (what helps us help you)
Please include:
- Your role (Lab / Provider / CRO / Patient / Other)
-
Impact (Sev-1 … Sev-4), a short description, steps to reproduce
-
Relevant IDs (order/test ID, integration endpoint, environment)
- Whether PHI is involved (don’t include PHI in email)
Data & Retention
Support tickets and related logs are retained in line with our
compliance program and legal obligations.
Responsible Disclosure
Report suspected vulnerabilities to admin@pgx.ai with details. Please avoid tests that could impact availability (e.g.,
DoS). We’ll acknowledge, investigate, and keep you updated.
Self-help & FAQs
- About Us FAQ: mission, team, differentiation, locations,
R&D, careers
- CROs FAQ: EDC integrations, phases I–IV, recruitment/stratification,
real-time alerts, regulatory-ready outputs, pilots, training
- Labs FAQ: LIMS/HL7/FHIR integration, timelines,
white-label reporting, panels, scalability, reimbursement
- Providers FAQ: drug classes, CPT/reimbursement,
training
