Customer FAQs

1. Why has the ownership of the company changed?

In November, UpHealth announced that Cloudbreak Health, LLC (“Cloudbreak”) was being divested in this press release. The sale of the company to GTCR means we transitioned from publicly held to privately held. GTCR is interested in facilitating our continued growth and arming us with resources and tools to better serve our customers and stakeholders. GTCR is invested in the mission and vision of Cloudbreak.

2. Who is the new owner of the company?

GTCR now owns Cloudbreak Health, LLC. They bring valuable investment, expertise and resources to support Cloudbreak’s continued success and expansion, with a focus on our mission to bridge healthcare disparities by innovating language access solutions.

3. How does this transition affect the Cloudbreak mission, vision, and values?

Our mission, vision, and values remain unchanged. We are still dedicated to delivering exceptional products/services, maintaining the highest standards of integrity and professionalism, creating value for all stakeholders, and bridging healthcare disparities with best-in-class language service solutions.

4. Can we expect any changes to the company’s culture and values?

While there may be some evolution in our culture as we integrate into a new organization, our core values of integrity, transparency, and customer-centricity remain unchanged. We are committed to preserving the positive aspects of our culture while embracing new opportunities for growth.

5. How will the acquisition impact the future direction and strategy of the company?

As part of a larger organization, we have access to resources and expertise that will enable us to better serve your needs and pursue strategic growth opportunities. Our focus remains on delivering innovative solutions and exceeding your expectations.

6. What does the acquisition mean for our ongoing relationship with your company?

The acquisition represents an exciting opportunity for growth and expansion. Our commitment to serving your needs remains steadfast, and we aim to enhance our offerings to provide even greater value.

7. What changes should I expect with this transition?

While many aspects of our operations will remain the same, there will be some changes to management structure, operational processes, and strategic direction to enhance efficiency and drive growth. For the most part, our customers will not be impacted; any direct impacts will be communicated to you, and we will work through the transition with you every step of the way.

8. Will there be any changes to the products/services we currently receive?

We are committed to providing the same high-quality Martti products/services to our customers. While there may be enhancements and refinements to our offerings, our primary goal is to maintain the quality and reliability you have come to expect from our existing products and services. Any changes will be communicated transparently, and we welcome your feedback throughout the process.

9. Will there be any changes to the level of support we receive?

Our commitment to providing exceptional customer support remains unchanged. If there are any adjustments to support procedures, they will be implemented with minimal disruption to your experience, and we will continue to prioritize your satisfaction.

10. Are there changes to technology that I should know about?

The Martti platform and services continue to deliver the technology you rely on. However, our domain name has changed to health, so we will communicate directly with you about ensuring that the domain is whitelisted so you will continue to receive important communications about your account.

11. Will there be any changes to billing processes or payment methods?

We understand the importance of stability and predictability in pricing. Any adjustments, if necessary, will be communicated well in advance, and we will work closely with you to minimize any disruption. There are some key changes to billing processes, and your billing contact has already been contacted. Please see details here.

12. Will there be any impact on our relationship with key contacts or personnel within your company? Who should I contact for customer support or inquiries during this transition?

Your Customer Success team remains available for any assistance or inquiries you may have. If you are not sure who your Customer Success Manager is, feel free to reach out to with any questions or concerns.

We are committed to maintaining continuity in our client relationships. While there may be some changes in personnel as part of the integration process, rest assured that your needs will continue to be met by a dedicated team of professionals.

13. How will this transition impact employees of the company?

We are committed to supporting our employees through this transition. While there may be changes in organizational structure or processes, we will be working hard to minimize disruptions and ensure a smooth transition for all employees.

14. How will the acquisition impact our existing contracts and agreements?

Existing contracts and agreements will continue to be honored, with a focus on ensuring a seamless transition. Your Customer Success Manager will reach out to discuss any potential changes or updates.

15. How can I stay updated on further developments regarding this transition?

We will provide regular updates and communications regarding the transition through various channels, including email, our website, and other official communication channels. Please ensure your contact information is up to date to receive these updates.

Clear and consistent communication is essential to us. Your designated Customer Success Manager will keep you informed of any developments, and we welcome open dialogue to address any questions or concerns you may have.

We value your partnership and are committed to ensuring a smooth transition and continued success together. If you have any additional questions or concerns, please contact us directly. We appreciate your continued support and understanding during this transition period.