Frequently Asked Questions
Getting started
What browsers are supported?
TietAI supports the following browsers:
| Browser | Minimum version |
|---|---|
| Google Chrome | 110 |
| Mozilla Firefox | 110 |
| Microsoft Edge (Chromium) | 110 |
Safari is not officially supported for the Hydra Builder canvas due to WebGL compatibility limitations. Basic features (patient list, reports, admin settings) work in Safari, but you may encounter rendering issues in the visual workflow designer.
Always use the latest browser version for the best experience and security.
Can I use TietAI on mobile?
TietAI has a responsive design that works for viewing patient records, reports, and dashboards on tablets and large phones. However, the Hydra Builder canvas is not designed for touchscreens and requires a desktop browser with a mouse or trackpad for workflow authoring.
A TietAI mobile companion app (iOS/Android) is available for wearable device integration and patient record access — contact your administrator for access.
How do I reset my password?
If you are logged out:
- Go to your TietAI login page
- Click Forgot your password?
- Enter your email address
- Check your inbox for a reset link (check spam if it does not arrive within 5 minutes)
- Click the link and set a new password meeting the minimum requirements: 12+ characters, mixed case, at least one number and one special character
If you are logged in and want to change your password:
- Go to Account → Security
- Click Change password
- Enter your current password and new password
If your organization uses SSO, password reset is handled by your identity provider — TietAI does not manage your password in SSO mode.
EHR integration
Which EHR systems are supported?
TietAI natively supports:
- Epic — via Epic FHIR R4 API (requires MyApps registration)
- Cerner (Oracle Health) — via Smart on FHIR / FHIR R4
- athenahealth — via FHIR R4
- Allscripts — via FHIR R4
TietAI also connects to any FHIR R4-compliant server (generic FHIR connector), which covers a wide range of systems including Azure Health Data Services, AWS HealthLake, and Google Cloud Healthcare API.
For legacy systems, HL7 v2 is supported via TietAI Connect's MLLP listener, and X12 EDI is supported for insurance transactions.
If your EHR is not listed, contact support — custom connectors can be developed for enterprise customers.
Does TietAI require a MyApps registration for Epic?
Yes. Epic requires all third-party applications to be registered in the Epic App Orchard (MyApps) marketplace. Your organization's Epic integration team manages this registration. The process typically takes 1–5 business days.
Your Epic team will receive an App Name, Client ID, and private key after registration. These are entered into TietAI's Epic connector configuration.
If you are in a hurry, ask your Epic team if a sandbox environment is available — sandbox access is faster to provision and lets you test the integration before production approval is complete.
Can I connect multiple EHR systems?
Yes. TietAI supports multiple connectors of any type in a single organization. For example, you can have:
- An Epic connector for your hospital's main EHR
- A Cerner connector for an affiliated clinic
- A generic FHIR R4 connector for your internal FHIR server
Each connector is independent. Workflow nodes that fetch patient data specify which connector to use. You can build workflows that pull data from multiple EHRs and merge it into a single unified record.
How often does patient data sync?
It depends on how your EHR sync workflow is configured:
- Continuous — The workflow runs every few minutes (or is triggered by HL7 ADT events in real time). Best for inpatient and time-sensitive data.
- Scheduled — Runs at a set time (e.g., nightly at 2:00 AM). Common for outpatient data where near-real-time sync is not needed.
- Manual — Runs only when a user triggers it. Suitable for one-time imports or low-change-volume environments.
To see when a specific patient was last synced, open their detail record — the Last synced timestamp appears in the top right.
Workflows
How many nodes can a workflow have?
The default limit is 100 nodes and 200 connections per pipeline. For most clinical workflows, you will use far fewer. If you need a larger workflow, contact TietAI support to discuss limit increases.
For very complex processes, consider splitting the pipeline into multiple smaller workflows linked by trigger events or shared data via a FHIR server.
Can workflows run automatically on a schedule?
Yes. In the Hydra Builder, click the dropdown arrow next to Run and select Schedule. You can configure:
- Frequency — Hourly, Daily, Weekly, Monthly, or a custom cron expression
- Time — The time of day (based on your organization's configured timezone in Settings → Organization)
- Date range — Optional start and end dates for the schedule
Scheduled runs are logged in the execution history the same as manual runs.
What happens if a workflow times out?
The default execution timeout is 30 minutes. If a workflow run exceeds this, the execution is marked as Timed out and all running nodes are stopped.
What to do:
- Open the timed-out execution to see which node was running when the timeout occurred
- That node is your bottleneck — it is either processing too much data or waiting on a slow external system
- Reduce the data volume upstream (use Filter or Batch nodes), increase the node's timeout setting in its Advanced configuration, or address the slow external system
- Re-run the workflow
The timeout limit can be increased at the pipeline level: go to the workflow's Settings (gear icon in the toolbar) and adjust Execution timeout.
Data & privacy
Is patient data shared between organizations?
No. TietAI is a multi-tenant platform, but each organization's data is completely isolated. Patient records, workflows, connectors, and audit logs in your organization cannot be accessed by users in any other organization, including other customers of TietAI. This isolation is enforced at the database level.
TietAI staff access to customer data requires multi-person authorization and is logged.
Where is data stored?
TietAI's production infrastructure runs on Google Cloud Platform in the europe-west1 region (Belgium). All data — including patient records, workflow definitions, audit logs, and backups — is stored in this region.
For customers with data residency requirements in other regions, contact TietAI sales to discuss dedicated deployment options.
Can I export all my data?
Yes. TietAI supports full data export in two ways:
- FHIR export — Patient data can be exported as FHIR R4 Bundle JSON files via the FHIR API or using the FHIR Export workflow node. This is the most complete and portable format.
- Report export — Reports generated in TietAI can be exported as PDF or CSV from the Reports section.
- Organization-wide export — Admins can request a complete organization data export by submitting a support ticket. This includes all FHIR resources, CRM data, workflow definitions, and audit logs.
Does TietAI sign a BAA?
Yes. A Business Associate Agreement (BAA) is required before using TietAI with Protected Health Information (PHI). Contact your TietAI account manager to initiate the BAA signing process. The BAA must be in place before production use with real patient data.
Billing & access
How do I add a new user?
Go to Settings → Users → Invite User. Enter the user's email address, assign a role, and click Send Invite. The user will receive an email with a one-time setup link that expires in 7 days. For detailed steps, see Set Up Your Organization.
Does TietAI support SSO?
Yes. TietAI supports:
- SAML 2.0 — Compatible with Microsoft Entra ID (Azure AD), Okta, PingFederate, and any SAML 2.0 identity provider
- OIDC — Compatible with Keycloak, Auth0, Google Workspace, and any OpenID Connect provider
SSO is configured under Settings → Authentication. Once configured, users sign in with their organizational credentials through your identity provider. For setup steps, see Set Up Your Organization — SSO configuration.
Who do I contact for enterprise pricing?
Contact the TietAI sales team at sales@tiet.ai or through your designated account manager. Enterprise plans include custom SLAs, dedicated infrastructure options, extended audit log retention, priority support, and custom node development.
For existing customers with billing questions, contact billing@tiet.ai.
What support is available?
- In-app help — Click Help in the bottom-left navigation for documentation links and the ability to submit a support ticket
- Email support —
support@tiet.ai— standard response time is 1 business day - Priority support — Available on enterprise plans; response time is 4 hours during business hours
- Status page — Real-time platform status at
https://status.tiet.ai— subscribe for email alerts on incidents and maintenance windows