At HealthSoft360, we understand that hospitals and healthcare institutions operate 24/7 and cannot afford downtime or disruption. That’s why we offer a dedicated, multi-layered support system to ensure your operations remain smooth, your data secure, and your team empowered at all times.
Tiered Support Plans
- Standard Support: Included with all HealthSoft360 installations, providing essential troubleshooting, updates, and weekday service support for core functionalities.
- Premium Support: Ideal for large hospitals and healthcare networks—includes 24/7 assistance, priority issue resolution, dedicated support engineers, and proactive system monitoring.
Help Desk and Ticketing System
HealthSoft360 offers an intuitive online help desk and ticketing platform where hospital IT staff and administrators can log issues, track progress, and view resolution timelines. Issues are prioritized based on criticality—such as emergency system access or patient data management.
Phone, Email, and Live Chat Support
Our expert support team is available through multiple channels:
- Phone Support: Direct line access for urgent operational issues.
- Email Support: Fast response for general queries, system bugs, or guidance.
- Live Chat: Real-time chat support embedded within the HealthSoft360 portal for quick fixes and immediate help.
Dedicated Account Managers
Hospitals and enterprise healthcare networks receive a dedicated account manager who acts as a single point of contact—coordinating updates, issue escalations, and performance reviews. This ensures continuous alignment between your operational needs and our support delivery.
Knowledge Base and Self-Service Portal
HealthSoft360 provides a comprehensive knowledge base and self-service support portal with:
- Step-by-step user guides for hospital workflows
- Video tutorials for system administrators and department heads
- FAQs and troubleshooting articles for quick self-resolution
Onsite Support and Training
When needed, our technical team can visit your hospital premises to offer onsite assistance, troubleshooting, and personalized training. This is especially useful during go-live, module upgrades, or staff onboarding phases.
Software Updates and Maintenance
HealthSoft360 ensures that your system is always up to date with the latest security patches, feature enhancements, and regulatory compliance updates (such as NABH, HIPAA, and HL7). Cloud users receive automatic updates, while on-premises users get structured update packages with documentation.
Customization and Integration Support
We understand every healthcare setup is unique. Our support team assists with custom module configurations, third-party integrations (like LIS, PACS, or pharmacy systems), and data migration support—ensuring seamless interoperability across all departments.
Service Level Agreements (SLAs)
Our support operates under clear and transparent SLAs to guarantee response and resolution times:
- Critical Issues: Immediate attention, resolved within hours (e.g., system downtime, patient data access issues).
- High-Level Issues: Response within 2–4 hours, resolution typically within 1 day.
- Medium-Level Issues: Response within 12–24 hours, resolution within 2–3 days.
- Low-Level Issues: Scheduled and resolved based on business impact.
24/7 Global Support Availability
Healthcare never stops—neither do we. Our round-the-clock support team ensures uninterrupted assistance, especially for emergency departments, ICUs, laboratories, and billing operations that require constant uptime.
Community and Collaborative Forums
HealthSoft360 fosters a collaborative user community where hospital administrators, clinicians, and IT teams can share insights, discuss best practices, and explore solutions with peers and our experts.
Our Commitment
With HealthSoft360, you’re not just getting a software platform—you’re gaining a long-term technology partner. Our mission is to ensure that every healthcare institution using HealthSoft360 experiences zero disruption, peak system performance, and complete confidence in their hospital operations.