Support
How we handle it when something breaks.
The severity model we triage by, what is included on every plan, and an honest note about why the response times are not on this page yet.
We have not published response-time guarantees, because we have not committed to them contractually and we will not staff a promise retrospectively. The severity definitions below are how we actually triage. The numbers are published together with the service level agreement, and the two arrive on the same day.
How we classify a problem
By what it stops you doing, not by how it was reported. A quiet email about billing being down is still critical.
Critical
The hospital cannot work. Nobody can sign in, billing is down, or the consultation record cannot be opened.
Immediate. We work it until it is resolved or a workaround is in place.
High
One department is blocked. Pharmacy cannot dispense, laboratory results cannot be entered, or a report a hospital depends on is failing.
Same working day.
Medium
Something is wrong but there is a way around it: a configuration change, a report that needs adjusting, a screen behaving oddly.
Within a small number of working days, scheduled with you.
Low
A question, a request for training, or a suggestion for how something should work.
Acknowledged quickly, handled in the normal course of work.
Included on every plan
- Guided onboarding, with your branches, roles, price list and workflow set up with you rather than handed to you
- Role-based staff training, remote by default, on-site quoted
- Migration of your existing patients, doctors, services, stock and outstanding balances within a published scope
- Configuration changes as your hospital changes: a new department, a new price, a new branch
- Every product release, automatically, with no upgrade project
Where to raise something
From inside the Portal, if you are a customer. We can see the account, the configuration and the audit trail, which usually means we can answer rather than ask you for a screenshot.
If you think you have found a security problem, tell us immediately by any route and we will treat it as critical while we work out whether it is.
Questions about support
- Why are there no response times on this page?
- Because we have not committed to them contractually yet, and publishing a target we have not staffed for is the kind of promise that gets discovered at the worst moment. The severity definitions below are real and are how we triage today; the numbers arrive with the service level agreement.
- How do we raise something?
- From inside the Portal, where we can see the account it belongs to and the audit trail behind it. That is materially faster than an email describing a screen.
- Do you charge for support?
- No. Support, onboarding, training and migration within the published scope are included on every plan. A faster response commitment is available as a paid tier once the service level agreement is published.
- What happens if we find a security issue?
- Tell us immediately through any channel and we will treat it as critical regardless of its apparent impact. We would much rather investigate ten reports that turn out to be nothing.
- Who actually answers?
- The people who built it. We are small enough that this is true rather than a slogan, and it will stay true for long enough to matter to an early customer.
See it running with your own workflows.
Book a walkthrough and we will map your clinic or hospital onto the platform, module by module.