Support
Contact & support
How to reach the Luminate team for help, and how we receive, track, and resolve support requests.
Contact
horizon.support@luminatemed.com
Email is our primary support channel. Please do not include sensitive health information (PHI) in your message — share only what is needed to identify your account and the issue.
How support requests are handled
Every request follows the same tracked workflow from submission to resolution.
1. Contact us
Email our support address with a description of the issue, your account reference, and steps to reproduce. Please do not include sensitive health information in the message.
2. Acknowledge & log
Every request is acknowledged and logged as a tracked issue in our internal engineering issue tracker, with a priority assigned based on impact.
3. Triage & resolve
Engineering investigates, keeps you updated on progress, and applies a fix or workaround through the standard reviewed change process.
4. Confirm & close
We confirm the resolution with you before the request is closed. Any service-impacting incident is also reflected on the public status page.