What is changing in care.ai Technical Support?

We are integrating our care.ai and Vocera Technical Support teams together to become Smart Care Technical Support. We are unifying our people, processes and tools so that our valued customers receive consistent and seamless customer service across our Smart Care platform.

Why are we integrating care.ai and Vocera Technical Support, and how does this benefit me?

Since the acquisition of care.ai by Stryker, our mission has been clear: to deliver a seamless, high-quality customer support experience through a single, trusted point of contact. As part of this commitment, we have been integrating our Technical Support teams to provide industry-leading 24x7 support services and a more unified experience across our Smart Care solutions.

How are support SLAs and operational procedures becoming more standardized?

New Vocera and care.ai Support agreements will become standardized, ensuring that all Smart Care products receive the same level of service and response.

Support Availability

  • Severity 1 and 2 Support Hours: 24 hours a day, 7 days a week, 365 days a year
  • Severity 3 and 4 Support Hours: Business days, 8:00 a.m.–5:00 p.m. Eastern Time

Support Channels

For Severity 1 and 2 incidents, support is available 24/7. All severity incidents must be reported by phone.

Customers can also access self-service resources through the Smart Care Customer Portal.

Will you be moving to a new support incident management system?

Yes. On July 27, 2026, care.ai will transition to Salesforce for incident case management support. This change will unify support incident management across the Smart Care Business Unit and enable Stryker to manage, track and analyze support incidents and performance through a single platform.

We expect this transition to be seamless for customers.

Following the transition, support communications will come from:

Will our historical support tickets be kept after migrating to the new incident management system?

Yes. We are migrating the full history of client-specific support incidents so that historical context and continuity remain part of the support experience. This helps ensure a seamless transition and the highest level of service for our customers.

Will calling care.ai Support change?

You will still be able to contact care.ai Support using the same phone number. The transition introduces additional resources and operational processes designed to enhance your support experience.

Beginning July 27, 2026, you will be greeted by our Customer Care team, who will document your issue thoroughly and route it to the appropriate care.ai analyst.

Are we transitioning to a new customer portal?

Yes. As of July 27, 2026, care.ai customers will transition to the Smart Care Customer Portal.

You will continue to be able to submit support tickets while gaining access to a comprehensive library of knowledge articles, user guides and technical documentation.

The Smart Care Customer Portal provides a one-stop destination for self-service support and resources across Smart Care products, helping customers find answers and troubleshoot issues more quickly.

What are the benefits of the Smart Care Customer Portal?
  • One-stop access: Support for multiple products, including care.ai and Vocera, through a single portal.
  • Self-service empowerment: Search and access knowledge articles and guides directly, reducing the need to open support tickets.
  • Streamlined onboarding: Dedicated Customer Services support to guide you through the transition.
  • Familiar support: Continue using your existing contact methods for technical support.
  • Enhanced experience: The portal is designed to enable faster answers and more efficient support.
I currently open support incidents from the care.ai Help Center. What do I need to do to prepare?

Our Customer Care team or Customer Account Representative will contact you to schedule onboarding sessions and provide training materials to help you take full advantage of our enhanced services.

  • You will also receive credentials for the Smart Care Customer Portal.
  • After July 27, 2026, the care.ai Help Center will automatically redirect to the Smart Care Customer Portal.
What other changes can I expect from the Smart Care Technical Support integration?

Branding in our email correspondence will change from Vocera and care.ai Technical Support to Smart Care Technical Support. This aligns with our new unified identity. The changes will include logos, a new Customer Portal web address and new email addresses.

Who can I contact for help or further questions about the Smart Care integration?

Technical Support

You can also contact your care.ai Sales or Client Success representative.