Accentis Emergency Support
Emergency Support is offered only to customers on paid support plans
What is Emergency Support?
Emergency support is designed to give you immediate support because you urgently need help getting into your system or to perform an urgent function in Accentis Enterprise. This is your hospital emergency department when you need immediate attention right now.
Calling for emergency support from our support team is likely to stop one or more team members from what they are doing and divert their attention to your issue.
Emergency Support Charges
This facility is a paid service that you acknowledge before sending us an email. Ensure that you have the authorisation to require emergency assistance. All charges are invoiced on a job by job basis, i.e. if you email, we will charge you. Additional fees may apply to after hours service.
Examples of Emergency Support?
- System or database down. You are unable to log into Accentis Enterprise and there are no other users who can log into the system either to perform their tasks
- Critical report not working. A critical report is unable to be run and the report is required immediately
- Critical function not working. A function in Accentis Enterprise is not working and the function is required immediately
You should know…
Any email sent as urgent will jump to the top of your support requests, potentially taking it longer to receive support on other requirements.
Please use the Email Support button to lodge an emergency support request. Stating the nature of your issue is very important so that you can get prompt attention.
Examples of non-Emergency Support?
You may still have issues that are urgent to you but which are not deemed as critical, in which case please follow our normal support channels and someone will help you out as soon as possible.
Examples of urgent but non-critical issues are:
- You need a report changed or written because you need to have figures prepared for a meeting
- You are unable to log into Accentis Enterprise but it is not a system-wide problem
- A function is not working the way you want it to work, or not working as designed, but it does not prevent you from doing other work
