General enquiries
Anything about the product, pricing, how verification works, or getting started. If you are not sure which route you need, this one.
Home Support
Talk to a person.
There is an assistant on this site that answers questions about how Harmony works. It is useful and it is not a person. Everything below reaches a human — pick the route that matches what you need, because the wrong inbox is how a data request sits unread for a week.
Where to send it
Four routes, staffed by different people.
Enterprise
Volume agreements, custom rubrics, named reviewer panels, SLAs with remedies, security questionnaires and procurement paperwork.
Privacy and data requests
Access, correction, deletion, portability, or objecting to how data is used. Also security disclosures and anything about a specific submission's handling.
Live chat
A person, during working hours. Use it when a written answer would take three emails — scoping a pilot, working out which plan fits, or an urgent case already in review.
The assistant and the chat are different things
The gold button in the bottom-right is an assistant. It answers from what this site already says — pricing, turnaround, the rubric, data handling — instantly and without storing anything. It cannot see your account, cannot look up a case, and will not answer a clinical question.
The chat in the bottom-left reaches a colleague. Slower, and it can do things the assistant cannot: look at your specific submission, agree a price, escalate a case already in review.
- Ask the assistant anything the site already answers
- Ask a person anything about your account or your case
- The assistant will hand you over the moment it cannot help
- Neither will give clinical advice, and neither ever should
Handover
Assistant → human
"I don't have a good answer for that one" is a handover, not a dead end. The assistant offers the nearest topics and a route to a person.
An assistant that cannot admit it does not know is worse than no assistant. It sends people away believing they have an answer.
If it is urgent
Two things that skip the queue.
A case in review that has become time-critical
Reply to the confirmation email for that submission with URGENT in the subject, or use live chat with the reference to hand. It is routed to whoever is covering the queue, not to a general inbox.
A security or privacy incident
privacy@harmonyverify.org with SECURITY in the subject. Acknowledged within 24 hours, including at weekends. Do not include clinical material or credentials in the first message.
What is not urgent
A clinical question about a patient in front of you. We do not practise medicine and cannot advise on care — speak to a qualified clinician, and if it is an emergency, use your local emergency service.
Still stuck?
Write to us like a person.
No ticket number required and no form to fill in first. Tell us what you are trying to do and what is in the way.