Contacting Product Support

Contacting Product Support

You can contact Product Support in the following ways:

If you experience difficulties using the software or clinical content that you have licensed, please do the following before you contact Product Support:

  • Consult the online Help and other documentation that accompanies the software to see whether your specific problem is addressed
  • Consult your internal help desk
  • Search the knowledge articles for information related to the request or issue
  • Create a detailed description of your request or issue, including the scope and impact
  • Avoid submitting any Personal Health Information (PHI)
  • For more information, please review the guidelines for reporting issues to Product Support in the Product Support Manual.

Accessing the Customer Care Hub

Customer Care Hub is a web portal that enables you to submit, update, and view support case details and status.

To obtain a user ID and password, on the Customer Care Hub Welcome page, select Register.

InterQual® Community

Note: If you experience issues logging in to InterQual Community, please follow the directions provided here: https://community.optum.com/registrationdetails.

The InterQual® Community is our central location for the latest InterQual® clinical documentation and resources. This is your go-to resource for InterQual announcements, information on upcoming events, and a discussion forum. The forum offers a collaborative space for users to engage in discussion threads, share best practices, exchange ideas, and seek advice, fostering community interaction and support.

InterQual Community includes the following resources:

  • What’s new: Provides release highlights for InterQual® content and software.
  • Clinical revisions: Details the clinical revisions for the current InterQual® Criteria year and the two preceding years.
  • Known issues list: Describes issues identified within the InterQual® Criteria and specifies the release version in which each issue is resolved.
  • Knowledge articles: Includes a comprehensive collection of frequently asked questions and answers related to InterQual® Criteria, its products, and services.
  • Webinars: Includes the "Increase Your IQ" educational webinar registration page and recordings of past webinars.
  • Additional resources: Provides access to resources such as the InterQual® release schedule, the InterQual® Learning Source, and Download Connect.

Note: The InterQual® Resource Center will be discontinued after June 1, 2025. All clinical resources will be available through the InterQual Community.