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Stel Support Email - [email protected]

Business hours: 9am-5pm ET, Monday-Friday, excluding holidays

❌ DO NOT SHARE:

• Patient Identifiable Information - ex) Names, addresses MRNs, or other identifiable information when contacting Stel

✅ Helpful to share:

• HubID (without any connection to Patient record) - the customer should be the only entity able to connect the HubID to a Patient’s Record. </aside>

General

• Stel does not directly communicate with patients - we’re here to support clinicians, but are not permitted to have any contact with patients.
• Customers are expected to have sole responsibility around Patient Instructions, Communication, and Tier 1 Support. Please ask Patients to keep Hubs plugged in at all times.
• Stel will assist with Tier 2 and Tier 3 support once presented reasonable evidence of an issue with Stel Hubs or Services.
• Stel’s policy is to not receive any PHI. Please DO NOT disclose any Personally Identifiable Information (Name, MRN, etc.) about the Patient when contacting Stel.

Platform visibility:

• Is Hub Connected?
• Measurements + Timestamps of data sent from the Hub?

Tier 1 Support: Customer<>Patient Communication

Tier 2 Support: Customer<>Stel technical support

Tier 3 Support: Customer<>Stel Engineering

RETURN MERCHANDISE PROCESS (RMA)