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Response-time matrix
| Category | First response | Target resolution | Coverage |
|---|---|---|---|
| Adverse Events · Patient Harm | 1 hr | 4 hr | 24/7 |
| Sales / Partnerships / Commission | 4 hr | 12 hr | Mon-Fri 9-6 ET |
| Platform + Order Support | 24 hr | 48 hr | Mon-Fri 9-6 ET |
| Vendor Ops + Catalog | 24 hr | 72 hr | Mon-Fri 9-6 ET |
| NPI / DEA / License Verification | 48 hr | 5 days | Mon-Fri 9-6 ET |
Direct contacts
Compliance & safety
Research-use peptides
Our peptide line is sold for education and research use. Products without an FDA approval for a specific indication are not marketed for diagnosis, treatment, cure, or prevention of any disease. Clinical use is at the discretion of a licensed healthcare provider following their state board's guidance and patient consent process.
Suspected adverse event? Email security@medgrid.com — 24/7, 1-hour SLA.
Patient data & HIPAA
Patient identifiers (name, DOB, gender) entered at checkout are visible only to the prescribing doctor and MedGrid Compliance. Sales reps, vendors, and affiliates do not have access to patient data — this is enforced at the database permission layer, not just the UI.
Need a Business Associate Agreement? compliance@medgrid.com.
Security & access controls
Role-based access (Doctor / Rep / Vendor / Admin) is enforced for every action. All ticket replies, order events, and admin overrides are logged with user + timestamp. Data in transit is TLS 1.2+; data at rest is encrypted. Payments process via Stripe — we do not store card numbers.