Is it you or me? (platform status + support)

title: "Is it you or me? (platform status + support)" description: "Quick triage for when something feels wrong. Check platform status first, then contact support with specifics." order: 1 category: "troubleshooting" updated_at: "2026-04-24"

Something slow? Error message? Page looks weird? Work through this short list before you dig in or email us.

1. Check platform status

status.ralthealth.com — if we're having an incident, it'll be posted here with severity + ETA.

During an incident: wait for the "resolved" update, then retry the action. Don't panic-retry — our automated recovery usually takes under 5 minutes once the fix rolls.

2. Hard-refresh the page

Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac). Clears stale client-side cache. Fixes ~30% of "looks weird" reports.

3. Sign out + sign back in

Your session token might be in a stale state — particularly common after an admin changed your role or modules. Sign out, request a fresh magic link, sign in.

4. Try a different browser

If Rounds works in Safari but not Chrome, or vice versa, browser extensions (ad-blockers, privacy add-ons) are the usual suspect. Try incognito / private mode.

5. Check your own network

VPN disconnected? Some corporate VPNs geo-block *.app.ralthealth.com — disconnect + retry.
On mobile data with spotty signal? Try Wi-Fi.
Corporate firewall? Confirm *.app.ralthealth.com + *.supabase.co (for auth + data) aren't on a blocklist.

If you still hit a problem

Email support@ralthealth.com. Include:

What you were doing — specific URL, specific button clicked
What you expected — e.g. "billables list should show 47 rows"
What happened instead — e.g. "empty state with 'no billables' message"
Screenshot if the visual is relevant
Your browser + OS (e.g. "Chrome 131 on Windows 11")
Approximate time you hit it — helps us correlate with logs

First response within one business day. For P0 outages (entire platform down) we often respond within minutes because we're already on it.

What we don't need

Customer data copy-pasted into the email — Rounds v1 has no PHI; even the operational data is sensitive. Screenshots of IDs + aggregates are enough.
Detailed speculation on the root cause — raw observations are more useful than guesses
Apologies for emailing — that's what support is for

Response expectations

P0 (platform down, all tenants) — status page updated within 5 min of detection; resolved target under 1 hour
P1 (blocking issue for you, platform otherwise fine) — response within 4 business hours; fix ETA in that response
P2 (non-blocking, workaround exists) — response within 1 business day; fix in next release
P3 (nice-to-have, feature request) — response within 1 week; if accepted, scheduled post-v1

Finding the right doc

Before emailing, a 30-second scan of /docs by category often answers the question. The docs are short on purpose; Ctrl+F within a category page scans every doc in it.

If the docs don't answer

That's a gap we want to fix. When you email support, mention "I checked /docs and didn't find X" — we'll add a doc (or improve an existing one) as part of closing your ticket.