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Health Edge Support

At Health Edge we pride ourselves on our reputation for after sales service and support and with this in mind the Helpdesk is committed to deliver the following quality service to all its customers;

  • Ensure customer satisfaction is maintained at all times
  • Provide timely after sales service and support on the Health Edge application suite and hardware purchased exclusively from Health Edge Solutions Limited, ensuring published response, fix and resolution times are executed
  • Use remote access tools to minimise departmental disruption and downtime
  • Consider customer feedback on potential product development opportunities
  • Monitor, review and improve after sales service and support activity to all our customers

Remote Desktop Access

The Helpdesk staff will make every effort to resolve issues at the time of the service call by using ‘Netviewer’ remote access. This will allow a support technician to access the caller’s desktop remotely for the purpose of expediting the resolution of the call. The support technician will request consent before accessing the machine remotely.

N3 Remote Access

The Helpdesk staff will make every effort to resolve issues at the time of the service call by using N3 remote access. Click here for information regarding the N3 network. N3 3rd party authorisation form to be completed prior to use.

Setting Severity Levels for Requests

Health Edge Solutions Limited will ensure that all faults are logged on to the fault monitoring system. If required, the customer will be provided with a fault log number that can be used to monitor the progress of the problem.

Software & Database Support

Software support includes bug fixes and module updates.

Software updates are provided for;

  • Requests that would benefit a significant number of users
  • Compliance with appropriate regulatory requirements
  • Compliance with appropriate standard requirements
  • Compliance with appropriate guideline requirements
  • Optimisation of the modules
  • Responding to operating system interface changes
  • Responding to product development tool changes

Updates are generally customer driven. We encourage all of our customers to converse with us on a regular basis with their suggestions, which are then prioritised for the next software release. Updates are released periodically and provided to users as detailed in the support options.

Backing up Your Database

Your data is the most valuable part of your computerised system and specific to you. It must be retained for 25 years under current guidelines. We always discuss the need for backing up your data at the time of system installation and cannot over emphasise the importance of putting a process in place to ensure that this happens each day. With this in mind we recommend that your data is included as part of your main data capture and that the IT department manage your critical data in line with the internal policies. The data files can be safely included and no special license/agent is required for this.

Software Training

Software training days for all aspects of the system are provided at our Head Office throughout the year. Topics covered include: basic/advanced training on software, system set-up, maintenance and back up, database training and exporting data to Excel.

Customer Responsibility

In order to facilitate the support process, all users are requested to:

  • Provide accurate contact details when requested by the support technician
  • Provide accurate and detailed information regarding the issue being reported
  • Provide Health Edge application suite reports when requested by the support technician
  • Make every effort to be available to communicate with a support technician
  • Provide consent for a support technician to access the system remotely. If remote access is not granted by the user, all on site rectification work will be a chargeable event
  • Make the necessary arrangements for their IT representative to be available when requested by the support technician

Reason for Support Contracts

We feel it is very important to share with you the reasons why all customers need a support contract in place, thus enabling us to provide an excellent level of after sales service and support.

The support costs are used as follows:

  • Design and development work enabling us to; ensure product continues to comply with appropriate regulatory requirements, standards and guidelines, provide upgrades free of charge and introduce customer requested enhancements. These enhancements are not a requirement to ensure compliance to regulatory requirements, standards or guidelines
  • To fund a dedicated help desk
  • To enable us to maintain adequate staffing levels and not compromise our level of after sales service and support to all our customers. (helpline, N3, Go-To assist, off site training)
  • To enable us to maintain adequate hardware for swap out purposes. In some instances, manufacturers and service organisations can take up to 15 days to analyse and repair hardware
  • To enable us to conduct independent data integrity audits, when requested
  • To enable us to conduct independent training record audits, for those who select this option
  • To enable us to provide replacement technical documentation
  • To enable us to provide off site software training days in accordance with the relevant support contract
  • To enable us to provide off site hardware training days in accordance with the relevant support contract
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