Health information systems support

To access authorised information on the Client Support Website and Health Care Academy, you will need a support account. Your support account must be linked to your organisation/facility using your organisation’s site ID. The site ID (organisation) allows you to view content licensed by your organisation on the Support Website and your HIS Health Care Academy course catalogue. The following link will provide detailed instructions on how to set up that account.

Business hours are Monday to Friday, 8:30 AM to 5:00 PM AU Eastern Time.

During these hours, you can reach us by dialling 1800 029 706 (AU) or 0800 444 639 (NZ). Simply select the product you are calling about, and you will be connected to an appropriate Client Support Analyst.

Support outside of business hours is available only for specified products and strictly for emergency needs that qualify as Severity Level 1. Please note that to receive emergency support, you must place a phone call; tickets created via the web are not monitored outside of business hours. To access after-hours support, call the appropriate number listed above and select the product for which you require assistance. Depending on the product, you will either be connected to an analyst or directed to a voicemail to request a response from the on-call analyst. For products not supported outside of business hours, voicemail messages will be returned during the next business day.

You can lodge a support ticket via our support website at any time. Simply click the link at the top of this page marked "Submit a Support Ticket." This link is also available when you are logged into the support website, under "Contact Us" at the top of every page. Please be aware that to report a Priority 1 issue outside of normal business hours, you must make a phone call.

• Site number and facility name 
• Your name, telephone numbers, and email address 
• Specific product, such as Solventum™ Codefinder™ Software, Solventum™ 360 Encompass™ System, etc.
• Software version/release number (if known) and the database (if applicable) in which the problem is occurring, such as Version 3.0, TEST database, etc.
• Hardware platform, such as PC, mainframe, etc.
• General description of the problem as completely and concisely as possible
• Any error messages and which application was being used when the problem occurred

If you want to stay informed about content on the Client Support website, you can subscribe for notifications. Subscription options are listed below.

• Software update notifications. We notify you about software updates, HotFixes, planned regulatory content, and release schedule changes.
• Content type notifications. We notify you about new or updated answers in our knowledge base. This is the best option for monitoring specific types of answers such as KPIs or product documentation. You must set up a subscription for each content type and product combination you want to monitor.
• Answer notifications. You can subscribe to individual answers and get notified when there are updates.
• Direct email Preferences. We notify you about marketing and training information, webinars, news and upcoming events. By default, you are opted in for these emails. 

Click below to learn how to subscribe for notification emails and details of the different notification options.

On the support website, once logged in, you can click on your username and go to the Organisation Dashboard to see a list of all the tickets submitted by users in your organisation. The list includes tickets submitted online and tickets created when someone calls our support team on the phone.  You can also see other metrics related to your support tickets.

1. Click on your username then select Organisation Dashboard.
2. Click on a ticket to see summary details.
3. Click View Thread to see full ticket details.

Severity level 1 — Critical impact

• Technical: Critical impact problem with system down, business outage or immediate work stoppage that threatens current and future production.
• Operational: Critical customer issues that put the customer at risk for loss of business due to ongoing, unresolved service issues or issues previously communicated, but not recorded or addressed in a timely manner.

Severity level 2 — High impact

• Technical: High-impact problem where production is proceeding, but in a significantly impaired fashion; a problem with a time-sensitive issue important to long-term productivity that is not causing immediate work stoppage.
• Operational: High-impact issues with document delivery, turnaround, quality, changing work types on a document or other service-related issues that have a major customer impact. This could also include payroll-related issues or contract issues.

Severity level 3 — Moderate impact

• Technical: Moderate-impact problem that is an important issue but does not have significant current productivity impact.
• Operational: Moderate-impact problems that are important, but not a major issue that can be resolved in a 24-hour period. This would include issues with document delivery, turnaround, quality, edits or other service-related issues that have a moderate customer impact.

Severity level 4 — Minor impact

• Technical: Minor inconvenience requiring ultimate, but not immediate resolution.
• Operational: Minor customer inconvenience impacting some reports, but not all. This would include items such as dual signature issues, adding a physician standard, minor edit, or other minor service-related issues.

Severity level 5 — Enhancements, product defects, work requests

• Enhancements, product defects and work requests.