The Customer Support Triage document is designed to help your ogranization relay the apporipate information to our team so that we can quickly resolve any and all problems as quickly as possible.
Information Form
1. End Users Name, Phone Number, and Email
2. How many users are affected? Org, Facility, Department, Patient, User
-
- 1
- 2 to 10
- Greater than 10
- All Users
- N/A
3. Problem or Feature Request
4. If a Problem what was the Date and Time of Occurenace
5. What type of Problem?
-
Alarms
- Alarms Not Recording
- Retrospective Alarms
- Alarm Review & Retrospective Alarms
- Multiple Alarm Types
- No Waveforms When Opering Patient
- Single Alarm Type
- Other
- Alarms Not Recording
-
Application Slowness
- Logging In
- Dashboard
- Opening Waveforms
- Live Waveforms
- Saving Waveforms
-
Communication
- Calls Will Not Hang Up
- Delay When Dialing
- No Calls Coming Through
- Unable to Answer Incoming Calls
- Unable to be Heard/Hear
- Unable to Place a Call
- Other
-
Device Management
- Device Location Inaccurate
- Unable to Find Device on Scan
- Other
-
Patient Management
- Patient Information Incorrect
- Unable to Admit Patients
- Unable to Discharge Patients
- Unable to Transfer Patients
- Other
-
Reporting
- Downloading Issue/Error
- Inaccurate Report
- Report Will Not Load
- Unable to Select Paremeters
- Others
-
Staff Management
- Staffing Data Keeps Reverting
- Staffing Data Will Not Update
- Unable to Assign Patietns to Staff
- Other
-
System Architecture
- Other
-
User Security
- Access Issue
- Unable to Login
- Other
-
Waveforms
- Live View
- Multi-Leads
- All Leads
- Single Lead
- Retrospective
- Unable to Save/Approve Events
- Other
6. What part of the application are you in when the problem occures and what were you doing. (Example: Under Patients Menu, Clicked on Bed 203, then clicked into Waveforms menu and opened Saved Event window, clicking "Save" button, error shown in lower left of application that saved event didn't save.)
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