Toll-Free Technical Support:
If there's ever a question about using MediTrax during the first year after installation,
you can call us for assistance 24/7 on our toll-free customer support hotline at (800) 626-4701. Our
normal office hours are usually from 8 am to 6 pm Pacific time, but yes, we do work earlier and later hours, and
on weekends as well, if a problem arises. This toll-free support comes at no additional charge -- it's
all included in the MediTrax license fee!
Because Information Systems staff at many facilities are often unfamiliar with the clerical
and clinical workflows typical in occupational health settings, your MediTrax license fee
includes unlimited toll-free technical support for an entire year.
Unlimited support in subsequent years, as well as access to all Software Updates
released during the year, is available through an annual Support Agreement.
We've found that most reported problems require no MediTrax modification at all, because
they arise from the client's operating environment -- a file server overloaded with slow connections to too
many workstations, or a slowdown in performance speed caused by antivirus software, or a change in
network software which wasn't announced to the occupational health
staff. In each case, we make every effort to isolate the problem with the assistance of on-site
Information Systems managers and technicians.
Technical Support via Email:
Our support staff strives to provide a prompt response to every email message. This is often the
most effective way to suggest a program enhancement or to report an error message you received while
using the software. Email links to MediTrax Support are always available by selecting
from the MediTrax drop-down program menu.
Live On-line Support via WebEx:
In 2008 we began offering live technical support via WebEx, enabling our support
staff to perform real-time troubleshooting while you maintain full control of your
workstation. The remote support capabilities of WebEx enable us to access customer
desktops while we discuss the issue by phone, see what's happening, and very often
provide an immediate recommendation or "fix". You don't need any additional
hardware or software to take advantage of this feature, and you always have the ability
to control access to your system: you can allow us to view your desktop, or restrict
access to a specific application if you have tighter security requirements.