Customer support

Our support mission is to help practitioners, laboratory partners, and patients use OmniH with confidence—so diagnostics stay coordinated from order to result.

Customers can expect support tailored to their role and urgency. We offer self-serve guidance in OmniH Resources for answers that are available at any time.

Personalized help is available through:

• Email: careteam@omnih.health
• Contact form: omnih.health/contact
• In-product or website messaging where the chat widget is enabled
• Scheduled demos or onboarding sessions booked through omnih.health/demo for product walkthroughs

Support coverage follows the hours published on omnih.health/contact and in Account help materials. Holiday closures or reduced hours will be noted there when known. Urgent security issues should be reported through the channels described on omnih.health/security.

Primary support is provided in English. Where we can, we use clear language and, for written channels, translation assistance so diaspora Users and Ghana-based partners can communicate effectively. If you need support in another language, tell us when you write in—we will make reasonable efforts to help or arrange a suitable follow-up.

Our care team can assist with:

• Account access, roles, and basic workspace setup
• Ordering, results visibility, and patient journey questions about using OmniH
• Lab Facility LIMS workflow questions related to the Platform
• Billing, payout, and Paystack-related status questions we can see in OmniH
• Privacy or accessibility requests (routed to the right team when needed)

OmniH support does not provide medical advice, interpret clinical Results as a substitute for your Practitioner, or override laboratory clinical validation. Clinical and laboratory decisions remain with licensed professionals and accredited facilities.

You can share feedback on how OmniH provides support by emailing careteam@omnih.health, using omnih.health/contact, or messaging through the website chat where available. All feedback, including complaints, is handled promptly. If you need an accessible format for feedback or our reply, say so in your message and we will arrange a reasonable accommodation when available.

Changes to this Customer Support Policy will be posted on this page with an updated date.