Contents
All Department Contacts
| Department | Phone Number | Role | |
|---|---|---|---|
| Help Desk | 707-536-9173, Option 1 | help@dhsforyou.com | Technology support assistance |
| Solutions | 707-536-9173, Option 2 | solutions@dhsforyou.com | Technology product planning and proposals |
| Consulting | 707-536-9173, Option 3 | consulting@dhsforyou.com | New client managed services sales |
| Accounting | 707-536-9173, Option 5 | accounting@dhsforyou.com | Billing questions & inquires |
Support Hours of Operation
Our help desk is open Monday-Friday 6AM-7PM, 7 days a week. On-site support is available Monday-Friday 8AM-5PM. Remote and on-site support is available outside of these periods at after hours support rates.
When to Contact Us for Support
Contact us when you encounter errors, malfunctions, or technical issues of any kind with:
- Electronic health records software & systems
- Computer hardware or software
- Medical devices
- Deleted or overwritten files
- Email systems
- Phone systems
- Music or video systems
- Security camera systems
- Any other network connected device
How to Contact Us for Support
Email: help@dhsforyou.com (best method)
- When you submit your request via email, our system automatically generates a service ticket and you will receive an immediate acknowledgement of your request.
- Please send a separate email for each request.
- If your request is urgent, please include the word “urgent” in your email subject line.
Phone: 707-536-9173
- Press "1" for support and "1" again if following up on an existing service request and have a ticket number.
- Press "1" for support and "2" if you have a simple support issue that will take less than 5 minutes resolve.
- Press "1" for support and "3" to submit a new support request. Leave a message in our support voicemail box.
All support requests submitted via email or voicemail are reviewed by our dispatch team within 60 seconds of receipt.
Support Contact Info Location
Our contact info is located on the lower right hand corner of each desktop in your office for easy access. You computer name is also indicated for easy machine ID when speaking with one of our support professionals.
Training Related Requests
To get answers to training or "how to" based questions with your practice management, imaging, or other medical software, please contact your software vendor support department directly. DHS can provide support contacts if needed.
Support Escalation
If at any time you feel your support issue is not being given the appropriate amount of attention, please contact our support line (707-856-9173, option 1) and ask that your issue be escalated. You may also request to speak with a manager.
Two Special Requests to You
1. One Request per Email
So we can give each support issue you submit the attention it deserves, please send a separate email message for each individual issue you have. Doing so allows us to schedule an adequate amount of time and the appropriate support representative to each request.
2. Respond to Requests from Related Emails
If a service ticket has been generated and you want to respond or update us about the issue, please REPLY to any email you receive relating to your original request, rather than creating a new email to reply. This allows the system to keep all related correspondence in the same ticket.
Our Support Process
1. Support Request
To create a support request, please email us at: help@dhsforyou.com.
2. Acknowledgement
A new service ticket is generated and an email confirmation of your request is sent to you.
3. Ticket Processing
Once your request is in our system, our dispatch team will set priority appropriately and assign the best resource to effectively address it.
4. Response
Once we assess the issue, we will respond via phone or email. We will stay in touch with you each time we work on your issue until complete.
5. Resolution
When we resolve your issue, you will receive a call or email with details of what was done to address the issue.
Our Emergency Support Protocol
With ProActive Care, we monitor your systems 24x7 so we can respond quickly when outages occur. We respond to emergency outages in accordance with the following process.
1. Automatic Detection & Notification
Once our systems detect outages that are server or internet related, we are notified immediately with an automatically generated service ticket and will respond during remote support hours (Monday-Friday 6AM-7PM, 7 days a week).
2. Ticket Processing
Once your request is in our system, our dispatch team will set priority appropriately and assign the best resource to effectively address it.
3. Response
Once we assess the issue, we will respond via phone or email during your office hours. When we detect an issue outside of your office hours, we will notify you once we have an action plan in place to address the issue and will notify you again once the issue has been addressed.
4. Resolution
When we resolve your issue, you will receive a call or email with details of what was done to address the issue.
Server, internet, and other critical outages are prioritized and treated as business emergencies. Our support team will make every efforts to address issues of this nature as quickly as possible.
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