SAFE Support Requests for Protected by Pfizer
As of December 15th, 2022, SAFE Health Systems will be partnering with Pfizer for use of their whitelisted version of our base mobile application which is named “Protected by Pfizer”.
SAFE will be only providing assistance/support for requests that involve or revolve around Members who are experiencing technical issues navigating the mobile application that are within the scope of technical support. All other support requests will be handled by various other partnered entities involved in the support process.
Within the mobile application, when Members are creating any type of support request, they have to choose a specific Support Category when creating a request. This requirement identifies the type of issue the Member is experiencing and will ultimately determine which Support Partner the support request will be forwarded to. The support category that will result in support requests being sent to SAFE Health Support is: Navigating the App.
Potential “Navigating the App” Issues SAFE Support could see arising from Members are:
technical issues or app failure preventing a Member from logging in, updating or resetting email/passwords, etc.,
technical issues or app failure preventing a Member from taking or ordering a test via the app,
technical issues or app failure preventing a Member from accessing or completing in-app proctoring services with a Health Provider, or
other types of technical issues such as mobile app bugs, glitches & system issues that will need to escalate to our internal SAFE DEV or Production teams.
Any other type of general inquiry support requests (outside of technical support or app failure) should be forwarded to email@example.com to be triaged and rerouted to the appropriate partner.
Those types of support requests to be forwarded for triage will involve the following:
general inquiries and questions regarding Login or Enrollment,
general inquiries and questions regarding Using or Ordering a Test,
general inquiries and questions regarding Telehealth Appointments,
any and all inquiries and questions regarding Prescriptions and Medications; and
all other inquiries outside the scope of technical support or app/system failure.
All Protected by Pfizer support requests will be coming from our Support Partner First View Financial at: firstname.lastname@example.org
Support Requests forwarded in error, or which are outside of the scope of SAFE Health’s scope of Technical Support for Protected by Pfizer app support should be forwarded to: email@example.com
When sending the initial response to a Member, we should be CC’ing: firstname.lastname@example.org