Net Health StatusPage
Affected Service: Outbound file delivery to Change Healthcare via sFTP
Monitoring - Claims are continuing to process successfully under our temporary solution.

We’re working closely with Change Healthcare on a permanent fix and will keep you informed as progress is made.

Thank you,
Net Health Team
Apr 28, 2025 - 17:08 EDT
Update - At this time, there are no new updates to share. Claims are continuing to process successfully under our temporary solution.

We’re working closely with Change Healthcare on a permanent fix and will keep you informed as progress is made.

Thank you,
Net Health Team
Apr 25, 2025 - 08:26 EDT
Update - We’ve temporarily brought the on-prem server back online to restore claims file flow to Change Healthcare. Files are currently transmitting successfully. This is a short-term solution while we wait for Change Healthcare to complete IP whitelisting for our cloud server.

We’ll continue to monitor the situation and provide updates as they become available.

Thank you for your patience.
Apr 24, 2025 - 14:38 EDT
Identified - We’ve identified the issue affecting connectivity to the Change Healthcare sFTP site and are actively working with their team on a resolution. Outbound file transmissions remain impacted during this time.

We’ll continue to provide updates as the resolution progresses and appreciate your continued patience while we work to restore full functionality.

Thank you,
Net Health Team
Apr 24, 2025 - 09:35 EDT
Investigating - We are currently unable to establish a connection to the Change Healthcare sFTP site from any location. This is impacting the transmission of outbound files.

We have reached out to Change Healthcare and are in the process of identifying the appropriate escalation path to engage their technical support team.

Updates will be posted as we receive additional information. We appreciate your patience while we work to restore connectivity.

Thank you,
Net Health Team
Apr 24, 2025 - 08:51 EDT
IMPORTANT: WoundExpert and ReDoc Feedback Form Submission Issues
Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Feb 24, 2025 - 09:30 EST
Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Dec 10, 2024 - 09:29 EST
Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Dec 06, 2024 - 07:29 EST
Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Dec 02, 2024 - 07:14 EST
Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Nov 29, 2024 - 13:29 EST
Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Nov 27, 2024 - 08:10 EST
Update - Net Health would like to inform all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support correctly. Users may notice that, upon submitting a Feedback Form, the typical automated confirmation email with a case number is not being received.

Please note that the feedback link and page will be phased out and replaced by in-app chat over the next few months.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.

Thank you,
Net Health Team
Nov 26, 2024 - 17:10 EST
Monitoring - Net Health would like to inform all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support correctly. Users may notice that, upon submitting a Feedback Form, the typical automated confirmation email with a case number is not being received.

Please note that the feedback link and page will be phased out and replaced by in-app chat over the next few months.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.

Thank you,
Net Health Team
Nov 26, 2024 - 11:14 EST
Investigating - Net Health would like to inform all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support correctly. Users may notice that, upon submitting a Feedback Form, the typical automated confirmation email with a case number is not being received.

Please note that the feedback link and page will be phased out and replaced by in-app chat over the next few months.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.

Thank you,
Net Health Team
Nov 26, 2024 - 11:12 EST
WoundExpert Operational
ReDoc Operational
Occupational Health/Employee Health Operational
FOTO Analytics Operational
Optima Operational
Tissue Analytics Operational
Value-Based Care Solutions Operational
Casamba Skilled Operational
TherapySource Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
May 16, 2025

No incidents reported today.

May 15, 2025

No incidents reported.

May 14, 2025

No incidents reported.

May 13, 2025

No incidents reported.

May 12, 2025

No incidents reported.

May 11, 2025

No incidents reported.

May 10, 2025
Upcoming WoundExpert and ReDoc Billing Database Migration to Azure Cloud
Completed - The scheduled maintenance has been completed.
May 10, 10:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 9, 22:00 EDT
Scheduled - Dear Valued Client,

In March, we successfully migrated WoundExpert to the cloud. At that time, we kept the billing database in its original environment to minimize disruption. With all prerequisites now in place, we're entering the final phase: migrating the billing database to Azure Cloud.

What's Happening?
________________________________________
The WoundExpert and ReDoc billing database will move to Azure Cloud hosting starting on Friday, May 9 at 10:00 PM EST. This upgrade will improve performance, scalability, and reliability. No changes to billing functionality or workflows are being made.

Migration Timeline
________________________________________
• Start: Friday, May 9 at 10:00 PM EST
• End: Saturday, May 10 at 11:00 AM EST
• Impact: The Billing Module of WoundExpert and ReDoc will be inaccessible during this window including all features, and clearinghouse integrations will pause and resume automatically post-migration.
• What You Need to Do: Complete regular weekly tasks within the Billing Module before the outage. After the migration, log in and confirm all workflows and integrations are functioning.

For assistance, contact WoundExpert Support: woundexpert-support@nethealth.com or call 844-464-9348 (option 2) and ReDoc Support:redoc-support@nethealth.com or call 844-464-9348 (option 4)

Thank you for your continued partnership,

The Net Health Team
May 6, 09:36 EDT
May 9, 2025
Billing Module Latency – Multi-Platform
Resolved - The latency issue affecting the Billing module in the Net Health Therapy and WoundExpert applications has been fully resolved. System performance remains stable, and no further impact has been observed.

Thank you for your patience.

The Net Health Team
May 9, 08:20 EDT
Monitoring - The latency issues affecting the Billing module in both the Net Health Therapy (Hospitals and Private Practice) and Net Health WoundExpert applications have been addressed. System performance has stabilized, and our teams are continuing to closely monitor to ensure ongoing functionality.

We appreciate your patience and understanding as we worked through this issue.

Thank you,
The Net Health Team
May 8, 17:28 EDT
Investigating - We are aware that clients are experiencing latency when attempting to access the Billing module in both the Net Health Therapy for Hospitals and Private Practice, as well as the Net Health Wound Care applications.
Our IT teams have been alerted and are actively working to resolve the issue.

We apologize for the inconvenience and appreciate your patience as we work to restore full functionality.

Thank you,
The Net Health Team
May 8, 14:03 EDT
May 8, 2025
Technical difficulties causing Log Shipping and Data Warehouse file delivery to be delayed
Resolved - Net Health has not received any further reports of this issue.

This incident is resolved.

Thank you,
Net Health Team
May 8, 13:16 EDT
Update - The team has applied a fix successfully, and the remaining clients have confirmed that the Log Shipping files and Data Warehouse files have been delivered.

All other processes are expected to run according to their scheduled cadence. We will continue to actively monitor the situation. We apologize for the inconvenience and appreciate your patience.

Thank you,
Net Health team
May 2, 09:36 EDT
Monitoring - The team has applied a workaround for the remaining clients and confirmed that Log Shipping files are currently processing as expected.

All other processes are expected to run at their scheduled cadence starting tonight. We will continue to monitor progress closely and will provide another update tomorrow morning.
May 1, 13:48 EDT
Update - A limited number of clients are still expeiencing a disruption affecting log shipping and the Data Warehouse. Our teams remain actively engaged and are working in close collaboration with our third-party vendor, Microsoft, to expedite resolution.

Work is ongoing along two parallel paths: implementing a permanent fix and validating a temporary workaround to restore functionality as quickly as possible.

We appreciate your continued patience and understanding. Our next update will be provided by 1:00 PM ET, or sooner if significant developments occur.
May 1, 10:13 EDT
Update - We are currently experiencing a service disruption affecting log shipping and the Data Warehouse. The root cause has been identified as an issue with a third-party vendor service.

The issue has been escalated with the vendor (Microsoft) and assigned the highest priority.

Our technical teams are actively working on two parallel paths:

Collaborating with the vendor to implement a permanent fix.
Testing a temporary workaround to restore synchronization and delivery functions as quickly as possible.

We understand the impact this may have and are working diligently to restore full service. We appreciate your patience and understanding.

Our next update will be provided by 10:00 AM ET.
May 1, 09:07 EDT
Identified - We are currently experiencing technical difficulties with the tooling responsible for delivering log shipping and Data Warehouse files. We are working urgently with Microsoft Support to resolve the issue.

We sincerely apologize for the inconvenience and appreciate your patience.

Thank you,
Net Health team
Apr 30, 12:43 EDT
Application Latency
Resolved - The latency issue impacting the ReDoc application has been fully resolved. System performance has remained stable following the implemented fix, and no further issues have been observed.

We appreciate your patience as we worked through this and apologize for any inconvenience caused.

Thank you,
The Net Health Team
May 8, 12:12 EDT
Monitoring - We are aware of the recent latency issues affecting the ReDoc application. The root cause has been identified, and our team has implemented a resolution. We are now actively monitoring the system to ensure continued stability and performance.

We appreciate your patience during this time and apologize for any inconvenience this may have caused.

Thank you,
The Net Health Team
May 7, 20:31 EDT
Investigating - We are aware of latency issues currently impacting the ReDoc application and are actively working to resolve them. Our team is investigating the root cause and will provide updates as soon as more information is available.

We apologize for any inconvenience this may cause and appreciate your patience as we work to restore optimal performance.
Thank you for your understanding.

Thank you,
Net Health Team
May 7, 18:28 EDT
May 7, 2025
Batch Print Latency
Resolved - This issue has been resolved. We are no longer receiving reports of latency with Batch Print, and the functionality is performing as expected.

Thank you to all affected clients for your patience and understanding as we worked through this. If you experience any related issues moving forward, please don’t hesitate to reach out to our Support team.

– The Net Health Team
May 7, 09:21 EDT
Monitoring - A fix has been implemented and we are monitoring the results.
May 6, 16:12 EDT
Investigating - We are currently investigating an issue affecting some users where Batch Print requests may become stuck in a loading state and fail to complete as expected. Our technical team is actively working to identify the root cause and implement a resolution.

We understand how critical this functionality is to your workflow and sincerely apologize for any disruption this may be causing.

Thank you for your continued patience and understanding.
– The Net Health Team
May 6, 11:20 EDT
May 6, 2025
May 5, 2025

No incidents reported.

May 4, 2025

No incidents reported.

May 3, 2025

No incidents reported.

May 2, 2025
Vendor Portal Outage
Resolved - The Vendor Portal is now fully operational, and our team is actively monitoring to ensure continued stability.
Support has not received any further reports of issues at this time.

We appreciate your patience and apologize for any inconvenience this may have caused. If you experience any further issues, please contact our Support team.

— The Net Health Team
May 2, 08:24 EDT
Monitoring - The Vendor Portal is now back online and fully operational. Our team is actively monitoring to ensure continued stability.

We appreciate your patience and apologize for any inconvenience. If you experience any further issues, please contact our Support team.

— The Net Health Team
May 1, 13:52 EDT
Investigating - We are currently experiencing an unexpected outage affecting the Vendor Portal. Our Engineering team is actively investigating the issue and working to restore full functionality as quickly as possible.

We understand how important this service is to your daily operations and sincerely apologize for any inconvenience this may cause. We will provide updates here as soon as more information becomes available.

Thank you for your patience and understanding.
— The Net Health Team
May 1, 13:36 EDT
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