Our support offerings range from third-line technical assistance during business hours to providing a 24x7 help desk. Our Customer Support Manager coordinates teams of expert consultants based in Australia, New Zealand and the UK to respond to all support issues and questions within the agreed response timeframes and Service Level Agreement (SLA) benchmarks.
We use MKM Connect, a web portal, to manage the logging and communication of support tickets. MKM Connect records a history of all ticket updates and can send email notifications whenever tasks are progressed. Customers can view their tickets using the portal and export lists if desired. There is also an MKM Health support email address option for occasional users that creates tickets in MKM Connect. An after-hours free-call phone number is provided for 24x7 support arrangements.
In addition to issue resolution, MKM Health Support includes regular account meetings, reporting and technical monitoring. Requests for enhancements and release coordination processes are also managed via our Support Services. At MKM Health we are proud of our strong customer service ethos and believe ongoing relationships provide a solid foundation upon which best patient outcomes can be achieved and true benefits realised in the months and years following the initial project implementation.
We can also provide technical support for core health applications including:
- Patientrack and Blood360
- Integrated enterprise application platforms
- Data extracts