Support

How do I add a new user to my facility?

Facility Admins can add new users from the Admin panel. Navigate to Admin → Users → Invite User. New users receive an email with a secure one-time link to set their password and configure MFA.

Why is my account locked?

For security, accounts are locked for 15 minutes after 5 consecutive failed login attempts. Accounts are also automatically disabled after 30 days of inactivity. Contact your Facility Admin or our support team to unlock your account.

How does the PHI scrubbing work before clinical text is analyzed?

Before any clinical text is sent to our analysis engine, it is run through Google Cloud's Data Loss Prevention (DLP) API, which redacts names, dates of birth, MRNs, phone numbers, and other patient identifiers. A local regex fallback ensures scrubbing occurs even if the DLP service is temporarily unavailable.

Can I export the audit log for a HIPAA compliance review?

Yes. In the Admin panel, navigate to Admin → Compliance. You can view, filter, and download a full audit report (PDF) showing all user access events, updates, and security actions.

How do I report a suspected security incident or data breach?

Report security incidents immediately to security@signalcoresolutions.com. Include the date, time, description of the incident, and the names of any affected patients or records. We will respond within 4 hours during business hours.

What is the session timeout policy?

For HIPAA compliance, sessions automatically expire after 30 minutes of inactivity. You will see a warning dialog 5 minutes before expiry and can click 'Stay Signed In' to extend your session.