Agent Support

MyLÚA Care Recommendation Agent

Support Hours: Monday-Friday, 9:00 AM-6:00 PM ET · Status: status.myluahealth.com

Submit a Support Request

Get help with the Agent. For technical questions, errors, onboarding assistance, BAA requests, or any issue with the MyLÚA Care Recommendation Agent, contact our support team directly. Include your organization name, issue severity (S1-S4), and a description of the issue. Remove any PHI before submitting.

Email Agent Support

Agent Documentation: Full product documentation including capabilities, input types, output structure, and data handling.
Agent Terms of Use: The complete Agent Terms of Use agreement governing access and use of the Agent through the IBM Catalog.
Service Status: Real-time operational status, active incidents, scheduled maintenance, and incident history.
HIPAA & Compliance: HIPAA compliance documentation, BAA requests, and data handling information.

1. Support Tiers

All Customers of the Agent through the IBM watsonx Orchestrate Catalog receive access to all three support tiers. Tier assignment is based on issue type and severity.

Tier 1: Self-Service. Documentation, FAQs, service status page. Response: Immediate, 24/7 via status.myluahealth.com and agent-docs.
Tier 2: Standard Support. Technical questions, output quality, configuration, onboarding, billing. Response: 1 business day (Mon-Fri, 9 AM-6 PM ET).
Tier 3: Priority Support. Agent unavailability, data concerns, security incidents, BAA issues. Response: 1 business day; security incidents escalated immediately upon detection.

2. Issue Severity

When submitting a support request, include your issue severity so we can route and respond appropriately.

Severity	Definition	Examples
S1 Critical	Agent completely unavailable or returning no outputs. PHI handling concern. Active security incident.	API returning errors for all requests; suspected unauthorized data access
S2 Degraded	Agent available but producing significantly degraded or inconsistent outputs. Partial service disruption.	Outputs missing required fields; significant latency increase; intermittent errors
S3 Standard	Agent operational. Non-critical technical question, configuration request, or output quality concern.	How-to questions; output formatting; onboarding assistance
S4 Info	General inquiry, feature request, or product feedback with no operational impact.	Feature suggestions; pricing questions; partnership inquiries

3. Submitting a Support Request

Before submitting: Check status.myluahealth.com first. If an active incident is already posted, monitor it there rather than submitting a separate request.

Email letsconnect@myluahealth.com with the following information:

Your organization name and contact name
IBM watsonx Orchestrate Catalog subscription or account identifier, if available
Issue severity (S1, S2, S3, or S4)
A clear description of the issue: what was expected and what occurred
Steps to reproduce, if applicable
Any relevant error messages or screenshots, with PHI removed before submission

PHI in Support Submissions

Do not include Protected Health Information in support requests or any communications with MyLÚA Health support that are not covered by an executed Business Associate Agreement. Remove or redact any PHI before submitting logs, screenshots, or data samples.

4. Escalation Process

Request received. Request logged, severity confirmed, initial response sent. (MyLÚA Health Support: letsconnect@myluahealth.com)
S3/S4 unresolved after 3 business days. Escalated internally. Customer notified with updated timeline. (MyLÚA Health Technical Lead)
S2 unresolved after 2 days; S1 unresolved after 1 day. Escalated to senior technical staff. Customer receives direct contact. Root cause investigation initiated. (MyLÚA Health CTO: michael.conward@myluahealth.com)
S1 involving PHI, security incident, or extended unavailability. IBM Agent Connect team notified. HIPAA breach procedures initiated if PHI involved. All-hands response engaged. (MyLÚA Health CTO + IBM Agent Connect)

Customer-Initiated Escalation

To escalate at any time, reply to your existing support thread with ESCALATE in the subject line, or email letsconnect@myluahealth.com referencing your original request. We will acknowledge escalation requests within one business day and assign a named point of contact.

5. What Is Not Covered

Support for the IBM watsonx Orchestrate platform, infrastructure, or billing; contact IBM directly for wxO platform issues.
Support for third-party EHR systems, claims platforms, or other Customer-side technology used to generate or export Input Data.
Clinical guidance, medical advice, or interpretation of Agent outputs in a clinical context.
Custom development or integration work beyond the Agent's documented capabilities.

6. Contact

Agent Support: letsconnect@myluahealth.com
Documentation: myluahealth.com/agent-docs
Agent Terms: myluahealth.com/agent-terms
Service Status: status.myluahealth.com