3.2.4 Customer Service and Technical Support

Consumer Health App Quality of Service

Overview

This category is about disclosure of the level of customer and technical support available. The specific mechanisms for support (e.g., phone, chat, email, FAQ, online help) are not prescribed by cMHAFF.

Related Regulations and Standards

See Appendix: Reference Documents

Implementation Guidance

Many people who use these types of health apps are using them to monitor daily health habits, some of which are in response to chronic conditions that require continual maintenance and observation. Given these types of factors, consumers should have some level of expectation in terms of customer service and tech support that they can rely upon. Conformance measures outlined below are meant to establish baselines for the types of customer and technical support levels that should be communicated to consumers.