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Support Center

Access documentation, submit a support request, or connect with our team — we're committed to your success.

How Can We Help?

Choose the support channel that best fits your needs. Our team is available Monday through Friday, 8 AM – 6 PM CT.

Email Support

Send us a detailed description of your issue or question. We respond to all email inquiries within one business day.

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Phone Support

Speak directly with a Glass Media 360 support specialist. Available for clients with active service agreements.

423.364.7101 →

Submit a Ticket

For technical issues, platform bugs, or service requests, submit a support ticket for priority tracking and resolution.

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Documentation

Access user guides, API documentation, integration manuals, and platform tutorials for all Glass Media 360 products.

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Training & Onboarding

Schedule a personalized onboarding session or access our library of training videos and webinars for your team.

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Account Management

For billing inquiries, contract questions, or account changes, contact your dedicated account manager directly.

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< 4hr

Critical Issue Response

1 Day

Standard Ticket Resolution

99.9%

Platform Uptime SLA

24/7

System Monitoring

Frequently Asked Questions

Answers to the questions we hear most often.

Glass Media 360 specializes in three primary verticals: health care, logistics, and media/content. Within these verticals, we serve organizations ranging from regional health systems and independent medical practices to national freight carriers, e-commerce operators, independent music labels, and digital media companies.
ListenPay is designed as an integration layer that sits alongside your existing payment infrastructure. It uses smart contracts to automate attribution and settlement without replacing your current payment processor. Integration typically requires 4–8 weeks and includes a dedicated implementation specialist.
Yes. HealthLane is built from the ground up to meet HIPAA, HITECH, and applicable state health data privacy requirements. We conduct annual third-party security audits and maintain Business Associate Agreements (BAAs) with all clients. Our infrastructure is hosted on HIPAA-eligible cloud environments with full encryption at rest and in transit.
Timelines vary significantly based on project scope. Discovery and strategy engagements typically run 2–4 weeks. Platform implementations range from 6 weeks to 6 months depending on complexity and integration requirements. We provide a detailed project timeline during the proposal phase before any work begins.
Yes. We offer flexible managed service agreements that include ongoing platform monitoring, maintenance, security patching, performance optimization, and dedicated support. Managed service tiers range from basic maintenance packages to fully outsourced technology operations.
Security is foundational to every Glass Media 360 platform. We implement defense-in-depth architecture including AES-256 encryption, role-based access controls, multi-factor authentication, continuous threat monitoring, and regular penetration testing. All platforms undergo annual SOC 2 Type II audits.
Integration capability is a core competency. We have pre-built connectors for major EHR systems, ERP platforms, CRM tools, logistics management systems, and streaming platforms. For custom integrations, our engineering team builds purpose-designed APIs and middleware solutions.

Still Have Questions?

Our team is ready to help. Reach out and we'll connect you with the right specialist.

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