Getting support

xwaveEMR includes multi-tiered support in its subscription fee. This includes 24 x 7 service desk for emergency support; product support to assist clients in their use of the xwaveEMR during business hours; and 24 x 7 data centre infrastructure support for availability of the xwaveEMR service. xwave product consultants offer remote support to clients regardless of their physical location. xwave support staff can monitor and shadow client sessions to assist them in their use of xwaveEMR. This support option is provided at no additional charge.

xwave follows industry-standard ITIL practices to assure that customer issues are received, logged, assigned, and actioned. xwave provides a Customer Support Service Desk staffed by technically and functionally knowledgeable personnel. Customers can phone or email their issues to the Service Desk. If the issue can be resolved at the time it is received, it is done. Otherwise, it is prioritized (based on impact and severity) and assigned for resolution. Incident management and resolution are included in the subscription fee and are provided to customers at no additional cost.

Included in the xwaveEMR subscription is the right to escalate concerns to our Service Manager who is responsible for the overall quality of the xwaveEMR solution.