24x7 Support
Support that actually knows your software.
Legacy vendors leave you waiting on hold for a team that didn't build the product. Sirona engineers built the platform — and they're the ones who pick up the phone at 2 AM. Direct support 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 an engineer who knows the product inside out. No ticket-shuffling between your IT department and a vendor help desk. One call, one team, real resolution.
What 24x7 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
Datadog and Sentry watch your environment 24x7. 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. Your radiologists keep reading through infrastructure disruptions.
Backup & Disaster Recovery
Encrypted backups with disaster-recovery targets validated by regular recovery tests — not a checkbox, a real drill.
Blameless Postmortems
Every incident gets a root-cause analysis within 48 hours. 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 tell you exactly which microservice is under load and fix it in minutes.
Full-stack visibility from infrastructure to application layer
Real-time Datadog dashboards correlating system and application metrics
PagerDuty integration with 2 engineers on-call at all times
Runbooks for every common failure mode with step-by-step resolution
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 within 48 hours of every 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 — no servers, no SAN, no VPN
A radiology group dramatically cut IT overhead after Sirona go-live
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
Most issues resolved on first contact
FDA-compliant complaint handling for patient safety issues
Support by the numbers
On-call
engineers ready for P1 incidents at all times
Always-on
high-availability AWS platform
24x7
phone, email, and chat support
0
on-premise servers to manage
What our customers say about support
Who We Are to Our Customers
“[I am a] breast imager... The experience with working with Sirona has been phenomenal. You guys are easily the most responsive team that I've worked with in regards to IT. When I say there's an issue, you guys are on it right away. That has been just amazing. Every other place should look at Sirona as an example.”
Dr. Casey Cotton
ERA
“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?