Health information systems support

Call 1-800-435-7776 during business hours, Monday–Friday, 7:30 a.m.–8:30 p.m. ET. When prompted, state the product you need help with to be connected to the appropriate support analyst.

To help us resolve your issue quickly, please have the following information available:

• Site number and facility name
• Your name, phone number and email address
• The product you're using (for example, Solventum™ Coding and Reimbursement System or Solventum™ 360 Encompass™ System)
• Software version or release number (if known)
• Database or environment where the issue occurred (for example, TEST or Production)
• Hardware platform (for example, PC or mainframe)
• A clear description of the issue
• Any error messages received and the action being performed when the issue occurred

After-hours emergency support

After-hours support is available only for Severity Level 1 (critical) issues. Call 1-800-435-7776 and state the product you need help with. Depending on the product, you'll be connected to an on-call analyst or instructed to leave a message for a callback.

Severity Level 1 — Critical impact

• Technical: System outage, business interruption or immediate work stoppage affecting current or future production.
• Operational: Critical service issue that creates a significant risk of business disruption or unresolved customer impact.

To help us resolve your issue as quickly as possible, be prepared to provide:

• Site number and facility name
• Your name, phone number and email address
• The product you're using (for example, Solventum™ Coding and Reimbursement System or Solventum™ 360 Encompass™ System)
• Software version or release number (if known)
• Database or environment where the issue occurred (for example, TEST or Production)
• Hardware platform (for example, PC or mainframe)
• A clear description of the issue
• Any error messages received and the action being performed when the issue occurred

If you previously used our support website and completed the credential reset requested before March 12, 2025, your existing login credentials will work on our current support site.

If you do not have a support site account:

• Organization uses a corporate login (SSO): Contact your local IT team to request access.
• Organization does not use a corporate login: Call 1-800-435-7776 to request an account.

Organizations that manage their own users must contact support to set up the first administrator account. Once an administrator is established, that person can manage additional users.

For detailed setup instructions, see knowledge base article KB0012406.

• If you sign in using your organization's login (such as Microsoft or Okta), you'll need to reset your password through your organization's password reset process.
• If you sign in with a support site user ID and password, select the Forgot password? option on the sign-in page after entering your user ID.

We are pleased to announce our new Serrala online payment portal. ACH and credit card payments can be made at go.solventum.com/PayHIS.

To ensure delivery of emails from Serrala, please add notification@payference.com to your allowed senders list or whitelist this email address.

To view your organization's support cases:

1. Log in to the customer support website.
2. Select “All Requests” from the “Requests” menu dropdown.
3. Choose “All Cases” to see all cases you have access to view.

Severity Level 1 — Critical impact

• Technical: System outage, business interruption or immediate work stoppage affecting current or future production.
• Operational: Critical service issue that creates a significant risk of business disruption or unresolved customer impact.

Severity Level 2 — High impact

• Technical: Production continues, but functionality is significantly impaired, or a time-sensitive issue is affecting productivity.
• Operational: Major service-related issue, such as document delivery, turnaround time, quality concerns, payroll issues or contract-related problems.

Severity Level 3 — Moderate impact

• Technical: Important issue with limited impact on current productivity.
• Operational: Service-related issue with moderate customer impact that can typically be resolved within 24 hours.

Severity Level 4 — Minor impact

• Technical: Minor inconvenience that requires resolution but does not significantly affect operations.
• Operational: Low-impact issue affecting a limited number of reports or workflows, such as dual-signature issues, physician standard updates, minor edits or similar requests.