Capri Healthcare Support Document

Capri Healthcare Support Document

At Capri Healthcare, we are committed to providing comprehensive and accessible support to ensure a seamless experience with our products and services. Below are the details of the support methods, response times, and service levels we offer.

Support Methods

We provide multiple channels for support, enabling users to connect with us in the way that suits them best:

  • Email/Ticketing Support: Reach us at support@caprihealthcare.co.uk to raise support tickets and manage their status and priority.
  • Phone Support: Call us at 0330 133 4047 for direct assistance.
  • Webchat Support: Voice-enabled web chat is available as an optional service at an additional cost.
  • Onsite Support: Onsite support is available for an extra fee upon request.

Support Hours

Our support team is available during the following hours:

  • Standard Support: Monday to Friday, 08:00 to 17:00 (UK Time).
  • Weekend Support: Available for mission-critical issues with a prior agreement.

Support Response Times

We prioritize and respond to tickets based on their urgency:

  • Priority 1 (Critical Issues): Response within 1 hour.
  • Priority 2 (High-Impact Issues): Response within 4 hours.

Support Levels

Our support services are categorized into three levels to address a wide range of needs:

  1. 1st Line of Support
    • Focused on general product and procedural queries.
  2. 2nd Line of Support
    • Technical support for troubleshooting and resolving more complex issues.
  3. 3rd Line of Support
    • Backend support, including system changes and advanced functionality adjustments.

Support Costs

  • Included in Subscription:
    • General support services.
    • Minor changes to content.
  • Additional Costs:
    • Major functionality changes or new features will incur costs based on time and materials.
    • Optional services such as onsite support and voice-enabled web chat are available at an extra cost.

Info

Contact Information

We are here to assist you with any questions or issues. Please do not hesitate to reach out through any of the channels listed above.

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