24/7 Support
Support that actually knows your software.
Legacy vendors leave you on hold with a team that doesn't run your system. Sirona runs the platform, so our support team sees what you see, and a person picks up for physicians and IT, every hour of every day.
How Sirona is Different
We support your radiologists — not just your IT team
Legacy PACS vendors only talk to IT because they only manage servers. Sirona manages the entire application — viewer, reporter, worklist, AI — so we support radiologists directly. When a physician calls at 2 AM about a hanging protocol issue or a dictation problem, they reach a support team that runs the product and can escalate to the engineers who built it. No ticket-shuffling between your IT department and a vendor help desk. One call, one team, real resolution.
What 24/7 support actually looks like
Not a call center. Not a ticket queue. A dedicated operations team that manages your entire radiology platform around the clock.
Phone, Email & Live Chat
Reach us by phone (855-502-0060), email, or in-app chat — 24 hours a day, 7 days a week. Real humans, not bots.
Rapid P1 Response
Critical issues go straight to an on-call engineer. Not a ticket acknowledgment — an engineer actively working the problem.
Proactive Monitoring
Our monitoring watches the platform 24/7. We catch issues before you notice them, and often resolve them before you'd even call.
High Availability
Cloud-native AWS with multi-AZ automatic failover, designed to keep radiologists reading through the loss of an availability zone.
Backup & Disaster Recovery
Encrypted backups with disaster-recovery targets validated by regular recovery tests — not a checkbox, a real drill.
Blameless Postmortems
Every significant incident gets a blameless root-cause review. We share findings with affected customers and track fixes to completion.
Support built for radiology operations
Operations
A support team that manages your entire stack
Sirona's operations team manages infrastructure, application, database, and networking as a single integrated service. When a radiologist reports slow image loading, our team traces the issue from CDN edge node to database query to DICOM routing — all from one monitoring console. Legacy vendors can only tell you to check your server. We can see which service is under load and work the fix directly.
Full-stack visibility from infrastructure to application layer
Real-time dashboards correlating system and application metrics
On-call engineering rotation across infrastructure and application teams
Internal runbooks our team follows for common failure modes
Reliability
Incident response that runs like a playbook
Sirona follows a structured 5-stage incident management process: triage, coordinate, mitigate, resolve, and follow-up. Every P1 incident gets an incident commander, a dedicated Slack channel, and real-time status updates to affected customers. We don't wait for you to call — we notify you proactively and keep you informed until resolution. Years of production incidents have refined this process into a system that gets better with every event.
5-stage incident management: triage → coordinate → mitigate → resolve → follow-up
Proactive customer notification for P1 and P2 incidents
Blameless postmortems after every significant incident
Systemic fixes tracked to completion — not just patches
Scale
Enterprise infrastructure without enterprise IT
Every Sirona customer runs on the same cloud-native AWS infrastructure with Kubernetes orchestration, automatic scaling, and multi-AZ redundancy. A 3-radiologist practice gets the same monitoring, the same failover, and the same support as a 500-radiologist health system. You don't need to hire a systems administrator, a network engineer, or a DBA. Sirona handles patching, scaling, backup, and security — so your team can focus on reading studies.
Multi-AZ AWS with automatic failover and horizontal scaling
Kubernetes orchestration with auto-scaling pods and nodes
Zero on-premise infrastructure to operate — no servers, no SAN
No PACS servers, storage, or workstation images to maintain
Access
Support that reaches every role in your practice
Sirona doesn't just support IT. Radiologists call about dictation and hanging protocol issues. Technologists call about routing and worklist questions. Office managers call about billing integrations. Because Sirona manages the entire platform — not just a server — our support team can help every role in your practice. Multi-tier support routes simple questions to quick resolution and escalates complex issues to the engineers who built the feature.
Direct physician support line — no IT intermediary required
Multi-tier support: Tier 1 for quick questions, Tier 3 for engineering escalation
Simple questions answered at first contact; complex ones escalated to engineering
Complaint handling under Sirona's regulated quality system
Support by the numbers
99.95%
uptime SLA on multi-AZ AWS, with 99.99% measured historically
24/7
live support: call any time and a person picks up
0
on-premise servers to manage
What our customers say about support
Bringing disparate sites together
“Sirona integrated with our outreach sites, which are very different sites, and they all have different processes. I'm happy to report that Sirona took care of it. I didn't really have to do any boots on the ground or any projects with it. Just their ability to communicate with a variety of different people that look at the world differently was quite remarkable... Since Sirona, I've seen the radiologists' attitudes and appreciation of work improve.”
Linda Masin
Director, Eastern Radiological Associates
“In 12 months on Sirona we went from zero to more than a million exams a year. That growth was only possible because we deployed our own AI on top of the Sirona platform — our radiologists consistently read X-rays 20–40% faster on workflows we could not have built on any other platform. You cannot build a modern practice on a legacy PACS — and Sirona is the only modern enterprise-grade platform in radiology today.”
Rustin Rassoli
Founder & CEO, Epsilon Health
FAQs
How do I contact Sirona support?
Can radiologists contact support directly, or does it go through IT?
What's your response time for critical issues?
How does Sirona support differ from legacy PACS support?
Do I need an IT team to run Sirona?
How reliable is the platform?
What happens during a major incident?
How does Sirona handle disaster recovery?