Status and Support

Holiday Schedule

KareoSupport — Thu, 24 May 2012 10:55:30 -0700

The Kareo offices will be closed May 28^th for Memorial Day. All electronic transactions (Claims, ERA, and Patient Statements), will be processed as normal during this period. Below are the
schedules for our clearinghouse partners.

Capario: will be closed May 28th

During this period:
• Claims will be accepted but they will not be processed or sent to the Payer until Tuesday May 29th.
• Real-time Eligibility will continue to be available throughout the holiday.
• ERAs will be processed and delivered as normal.

Gateway EDI: will be closed May 28th.

Happy Memorial Day

Kareo Support Team

Credit card payment processing is down

KareoSupport — Mon, 14 May 2012 10:55:59 -0700

Update 5/16, 8:15am PDT: This issue has been resolved and credit card processing is working as expected now.

Credit card payment processing is currently down. Our engineers are working with our credit card vendor, InstaMed, to restore the service as quickly as possible.

We apologize for any inconvenience.

Thank You,

Kareo Support Team

System Maintenance 5/11 7:00 PM – 5/12 7:00 AM PDT

KareoSupport — Mon, 07 May 2012 10:42:56 -0700

Kareo will be unavailable during this period due to standard system maintenance.

Thank You,
Kareo Support Team

Gateway-Kareo Transmission Resolved

KareoSupport — Sun, 29 Apr 2012 13:55:08 -0700

The data transmission issue with Gateway has been resolved. All data has been successfully sent and received. Kareo will continue to monitor the connection on Monday. Thank you again for your patience as this issue was resolved.

Gateway-Kareo Transmission Update

KareoSupport — Sat, 28 Apr 2012 19:20:57 -0700

Gateway and Kareo continue to work closely together to resolve the data transmission delays that began April 26th.

At this time Kareo is current with the processing of all electronic claims.

However, ERA report processing is delayed. We expect to have all available reports processed by Sunday April 29th, at 8PM Pacific Time.

Again, no data has been lost during this interruption and we thank you for your patience.

Gateway-Kareo Transmission Disabled

KareoSupport — Thu, 26 Apr 2012 16:04:58 -0700

Data transmission between Gateway and Kareo was disabled at approximately 1:30pm PDT on 4/26/2012.

This means that all electronic claims sent from Kareo to Gateway and all ERAs received from Gateway to Kareo will be delayed.

Importantly, no data will be lost. All data will be resent as soon as the connection is reactivated.

The connection is expected to be restored by end of day tomorrow, April 27, if not sooner.

This does not affect customers using Capario.

Thank you for your patience.

System Perforamnce Issues (Slowness)

KareoSupport — Thu, 19 Apr 2012 09:58:02 -0700

Update (7:25 PM PDT)

Our hosting provider (Savvis / Century Link) has reported that the connection has been repaired and the issue is resolved. Our tests confirm that the issue is resolved; however, we're going to closely monitor the application tomorrow morning as more customers login to ensure no more issues occur. Thanks again for your patience.

Update (11:57AM PDT)

Our hosting provider (Savvis / Century Link) has reported that a repair crew is onsite and has begun to repair the affected connection. The repair crew has not yet reported an estimated time to resolve the issue.

Update (10:10 AM PDT)

Our internet provider experienced a fiber cut in the Los Angeles area on the primary connection to our data center. Due to the fiber cut, internet traffic is being rerouted over secondary connections, but certain customers are experiencing congestion and latency because of bandwidth constraints.

No ETA on a resolution but this issue is a high priority for both Kareo and our internet service provider.

Update (9:58 AM PDT)

Customers are sporadically experiencing system slowness. Kareo is aware of the issue and implementing a resolution, but does not yet have an estimated time that the problem will be resolved.

Further updates will be posted after this message.

System Maintenance 4/13 7:00 PM – 4/14 7:00 AM PDT

KareoSupport — Wed, 11 Apr 2012 16:26:27 -0700

Kareo will be unavailable during this period due to standard system maintenance.

Thank You,
Kareo Support Team

Setup Wizard Upgrade 4/13/12

KareoSupport — Tue, 03 Apr 2012 09:57:01 -0700

If you are in the process of completing the setup wizard, it's important that you finish
by 5:00PM PDT on Friday, April 13, 2012. Kareo is upgrading the setup wizard on that date, but unfortunately, you will have to finish your setup without the wizard after that date which is why it is so important to finish the setup wizard before April 13.

We apologize for the inconvenience.

Thank You,

Kareo Support Team

Login and Performance Issue from 8:11AM PDT to 8:35AM PDT on Wednesday, March 21, 2012

KareoSupport — Wed, 21 Mar 2012 08:54:49 -0700

Beginning at approximately 8:11AM PST, Kareo experienced a networking issue that caused performance problems, including inability to access the application, for some customers. The problem was resolved at 8:35AM PST. We apologize for the inconvenience and appreciate your patience as we resolved the problem. Thank you.