Customer Support

GHX Customer Support is your central point of contact for all service-related issues. These may include questions regarding live transactions, and order processing and product issues. When you call 1.800.YOUR.GHX, a customer support analyst will immediately log a service ticket into a database for monitoring. The GHX Customer Support team is staffed with knowledgeable, experienced support and healthcare experts, who will help resolve your issue as quickly as possible. If Customer Support cannot solve your issue, it is quickly escalated to an expert in application or transaction support. For more information, read our Service Delivery Guide.

GHX maintains definitive service level standards with its customers. These include standards on:

Production system availability
Maintenance windows
Average document transmission time
PO delivery time in relation to supplier cut-off times
PO delivery time if GHX intervention is required
POA return delivery time from time PO is delivered to GHX
GHX Connect Plus server monitoring standards
GHX system status notification
Supplier down time notification

Thousands of hospitals and suppliers across North America depend on GHX to provide 99.9% system uptime – and this reliability enables both the interchange of information and real-time access for effective order management and processing.

As a GHX member, you have access to free customer support, Monday through Friday, 5 AM to 6 PM Mountain Time. You'll also have access to a 24-hour emergency cell phone, in the event you need support outside of normal business hours. In addition to phone support, you can e-mail your issue to GHX via support@ghx.com. GHX Customer Support prides itself on communication and availability.

While the GHX Support team handles your day-to-day issues, your account executive is monitoring your account on a regular basis. To help you achieve success in your business, account executives provide periodic assessments and guidance.