Auditdata has a policy that that only a key contact may log a support ticket; that internally you have your own go-to support team.  Part of the reason is that you need to know what types of calls are being logged, and whether a user needs training or there is an issue that needs to be addressed with development.

Once you are Live with Aurora, Auditdata has a ticketing system for handling support calls.  Your key contact can send an create a support ticket by an email to support@auditdata.com  with the following:

·                  Outline the issue

·                  Note the steps taken to recreate it

·                  Supporting documentation such as screenshots, customer or doc #, errors, or warnings.

This email must contain enough information to ensure that we have enough details (patient/claim/invoice number etc) and the steps are taken so we can reproduce the issue.

Please note: it is a breach of privacy to email too much patient information. Obscure/obfuscate patient last name and date of birth, just send Patient # and name.

Logging a call creates a ticket which the whole support team are emailed about, across all countries, so if we can’t get to it here in Australia or it comes in after 5 pm the Canadian or Danish (and eventually the UK) support teams will pick up the message.

If it is a system down, call 02 6685 5300.

Ticket Severity Levels

·                 Low  - A support case is considered low severity if the case is a ‘how to question’ or is a programming enhancement request. Response time is usually with an hour, and definitely within a day.  Response time within 5 days.

·                 Medium – A Function in AU is unavailable, however, an acceptable temporary workaround exists. Response time within 2 days

·                 High - A function in is not working the way you require it to, and there is no acceptable temporary workaround. Response time within 1 day

·                 Critical - AU is unavailable to end-users. In this case, investigate whether it is for all users or just some and whether it is a network issue. Please call, don’t just email. Response time and resolution within 4 hours, with regular updates as to progress.

The aim is to document the issue well enough to enable us to replicate the steps taken to create the issue.  Doing so will promote efficient resolution times.

The email should include:

1. Function Name
   
2. Patient Name, Document numbers and so on
   
3. Snips of screens and/or warning messages
   
4. Steps Taken so we can try to create it.. Note Windows has a Snipping Tool, “Snip”, but we use a free one called Greenshot which allows layering of snips and obfuscation of key data eg Patient last name/date of birth/address
   
5. Attachments eg reports or document samples if applicable