Skip to main content

AI Vendor Support SOP

Michael Satterfield
Updated

As the Support Model for AI in Apteryx has changed as of 4/17/25, this article is still in progress and needs some updates. You can use the chart to understand how to contact our AI Vendor partners for support.

 Workflow

  1. Customer submits issue with AI Vendor.

  2. AI Vendor Support confirms everything is configured properly for Location Mgmt/Capture Station assignment.

  3. AI Vendor Support confirms there is nothing wrong on their side of the product integration, confirming no known or newly identified issues with AI Vendor Engineering team before submitting a ticket to Apteryx Support.

  4. If the issue persists, AI Vendor Support submits a ticket to Apteryx Support directly without the customer cc'd, but providing customer contact information so we can reach out to the customer directly to log in to their Apteryx site and troubleshoot if needed.

    Apteryx support does not have admin backdoor access to the customer’s Apteryx site - our only way of confirming is by logging in to their site on their PC

    Information needed:
    - Practice Name/Location (PGID and OID can be used if a Denticon customer)
    - Practice Phone Number
    - Practice Contact Name
    - Practice Contact Phone Number
    - Apteryx Site or Tenant ID affected
    - Apteryx Patient IDs and date images taken related to the issue
    - Description of the issue and steps taken thus far attempting to resolve

  5. Apteryx Support validates Location Management, Capture Station assignment, and XVSD AI settings are correct.  Apteryx Support also works to confirm this is not a Support-resolvable issue.

  6. Apteryx Support escalates to Apteryx Engineering internally to determine root cause and resolve.

  7. Apteryx Support receives details from Apteryx Engineering on the issue and resolution and communicates back with AI Vendor support on the Apteryx Support ticket, no customer is cc'd on the Support ticket.

  8. AI Vendor support informs customer of issue resolution and root cause of the issue.

AI Vendor contact method

Videa AI

Direct mutual customer to submit tickets to support@videa.ai for Tier 1 AI feature support. Videa will submit to us if needed.

Pearl AI

Tickets can be submitted 1 of 2 ways to them. We can redirect the customer to Pearl’s support form on their website or Pearl’s in-product link.

 Related articles