Reading runs 24/7/365. So does the escalation path.
This page names the channel for each kind of problem, who acts on it, and where the response commitment is written down. Anything with a clock attached lives in your service agreement, not in marketing copy, so what you read here is what you can hold us to.
One number and one form.
Every AstraRad account also has a named clinical liaison and a named operations contact from day one of onboarding. The routes below are what a client uses when the named contact is not the fastest path.
+1 (302) 550-2400
The published AstraRad number. Use it for anything clinical or time-critical: a study that has not appeared, a case that needs its turnaround tier changed, or a report a clinician is waiting on.
Send it through the contact form
Rate cards, volume changes, adding a site, and the compliance package. Replies go out within one business day, the same clock the rate card runs on. The model a rate card is built from is set out on the pricing page.
Report it through the contact form
Vulnerability reports, security questionnaires in your own format, and questions about transport, encryption or access control. Anything time-critical belongs on the telephone number above.
Raise it through the contact form
Protected health information handling, data subject rights requests routed through you as controller, and anything covered by the BAA or the DPA.
Who your named contacts are, and what the first ten days look like before any of this is needed, is written per facility type: hospitals credential our readers through a medical staff office, imaging centers file the same documentation into an accreditation binder instead, and radiology groups keep their own contract with the facility while we read behind it.
Three tiers, defined before you need them.
A tier is a shared vocabulary, so an overnight technologist and an AstraRad operations lead describe the same problem the same way. Naming the tier when you call is the fastest thing you can do.
Clinical
Anything a clinician is waiting on, or anything affecting patient care. Telephone first, every time.
Examples: A STAT study that has not appeared on the worklist, a report a treating physician needs now, a tier that must be escalated on a case already submitted, a suspected critical finding that has not been acknowledged.
Interface and connectivity
The link between your systems and ours. Nothing is on fire for one patient, but volume is at risk.
Examples: A DICOM route that has stopped, HL7 results not landing in the RIS, studies arriving without priors, a VPN tunnel down, an upload failing repeatedly from one modality.
Administrative
Account and paperwork work that does not hold up a read.
Examples: User accounts for new staff, a copy of a signed report, a question on an invoice line, adding a site or a modality, a change to who receives the monthly quality report.
First-response commitments are contractual. They are written into your service agreement next to the turnaround tiers, so they are specific to your account rather than to a marketing page. Ask for them in writing during evaluation and read them beside the SLA terms.
The radiologist who signed the report makes the call.
A suspected critical finding is not handed off to a queue. The AstraRad subspecialist who signed the report places the call and stays with it until a licensed provider acknowledges the finding, and the call is documented on the report with the time and the person who took it. The panel reads in scheduled shifts around the clock, so a study finishing at 3 a.m. lands with a radiologist who is awake and mid-shift.
What the tiers mean and how a missed commitment is recorded is set out in the SLA and QA methodology. The reading path around it is described in how we work.
When studies stop arriving, call rather than write.
Studies reach AstraRad by DICOM push from your PACS or by portal upload, over a site-to-site VPN or TLS, and signed reports return over the HL7 or FHIR interface your RIS and EMR already accept. Both directions are configured and tested against your systems before any live volume moves, so a route that stops is a change in a known-good path rather than an open question.
A stalled DICOM route or a result that has not landed in the RIS is a P2 issue. Telephone is the right channel for it: the fix usually needs someone on each side of the link at the same time. What the transport and the interfaces actually are is set out in PACS integration for teleradiology.
Every missed turnaround is logged and reported.
The clock definition, what happens on a miss, how long the study stays in the compliance denominator and the trailing 12-month compliance figure are all published in one place rather than restated here. Read them on the SLA and quality page, and the copy-paste version of every figure on the facts page. Who checks a figure before it is published, and how a correction to one is made and dated, is set out in our editorial standards.
The package your security review will ask for.
Every item below is available during evaluation or a formal RFP, and the package moves on the same one business day clock as a rate card.
- Standard BAA and DPA templates, or redlines of yours
- A written safeguards summary mapped to the HIPAA Security Rule categories
- The breach notification procedure and escalation contacts
- Business continuity and coverage overview
- A certificate of insurance for professional liability, issued to your organization
- SLA performance data and the quality program description, including double-read methodology
- Completed security questionnaires in your own format
What AstraRad does not hold is published as plainly as what it does: no SOC 2 report, no ISO 27001 certificate, no HITRUST certification and no Joint Commission accreditation. The reasoning and the full compliance position are on the compliance page and summarized on the facts page.
Ask for the escalation terms before you need them.
Response commitments, named contacts and the compliance package arrive together with your rate card. Reading them beside the SLA terms is how a buyer finds out what a coverage promise is actually resting on.
Page last reviewed August 9, 2026.