Important Support Notifications

Published on : 1/11/2020

Important Support Notifications

Holiday Service Desk Hours of Operation 

Our Service Desk hours are will be different between 24/12/2020 – 08/01/2021 due to the Christmas and New Year period.

Please see below for a breakdown on when our services will be available. Please also note that due this period we have limited staff working and depending on demand we may defer any non-critical until 11/01/2021.

24/12/2020

8am – 5pm

25/12/2020, 26/12/2020 & 28/12/2020

Closed

29/12/2020 – 31/12/2020

9am – 5pm

04/01/2021 – 08/01/2021

9am – 7pm

Our phone queue options are changing!

In the coming weeks, our phone queue options for Support will be changing. We will be offering more descriptive options for you to choose from. Our aim is that this new process will allow our service desk to assist you more efficiently into the future.

The phone queue options will be:

  • For Appointment Book or Patients Records, please press 1.
  • For Location Management, Insurance, Debtors & Marketing or Location Setup, please press 2.
  • For technical issues such as installation, upgrading or unable to open your application, please press 3.
  • For D4W Marketing, NDP, x-Plain, CMS or any other enquiry please, press 4.

eSupport

eSupport is now live and available for those on Support & Upgrades. Get help instantly at a time convenient to you by searching a range of helpful articles and videos all in one place.

Access a range of other helpful links through the eSupport portal including:

• Articles
• Training Videos
• Upcoming webinars
• New features documentation and upgrade information
• Setup information
• Getting started information
• Technical guides
• User guides
• FAQ’s

Click here to access eSupport now

If you need your access details, please email [email protected]

eSupport Answer Bot

Our aim is to be able to expand our Support service and provide more flexibility for you to find the information you need, when you want it. We have activated a Bot on the main page of eSupport which can answer your questions using the content from our eSupport knowledge base. The Bot will suggest articles to you in order to answer your question. If you are unable to find an answer to your question, you will have an opportunity to contact a Support Analyst directly from within the Bot.

COVID-19

We understand that during these uncertain times, getting the support you need for your business is crucial. We are taking extra precautions to ensure that this will continue.

It is important to us that our Support team be available to you.  Our Support teams operations hours are from 8 am to 8:30 pm AEST Monday to Friday.

Saturday Support will still be available from 9 am to 4 pm strictly for emergency issues only (e.g. Dental4Windows not starting or connecting to a database).

For those who are on Support & Upgrades, you may be able to find your answers faster through eSupport.  Search eSupports extensive article library for help, watch training videos, register for upcoming webinars or lodge a Support ticket and our team will respond.

The Importance of Upgrading Computers and our Programs

Maintaining an up to date computer system at your practice is important as these computers are critical to your business. We recommend reviewing each computer at your practice and ensuring that it meets the standard we require in order for our products to continue to provide great performance. We have created guides to inform you on what hardware/software specifications are required – find them here.

We also recommend upgrading our programs (e.g. Dental4Windows) to the latest version as this will entitle your practice to receive the very latest fixes and features. We aim to release four versions each year, therefore there is a good chance you may have an update waiting to be completed. If unsure on how to complete the upgrade process, please refer to these guides on eSupport or contact our Service Desk on 1300 855 966 to speak with Support Analyst.

The Importance of Backing Up

Maintaining a reliable system of backing up surgeries critical data files is an often overlooked aspect of many day-to-day operations.

While nowadays computers systems are very reliable hardware can still fail, viruses continue to be developed, power surges can happen, a natural disaster can occur, and theft can happen to anyone.

If any of the above happens to a customer without a backup they face the very real possibility of losing all their patient data, including financials, treatment history, x-rays, etc.

It is Centaur Software’s recommendation that our customers review their method for backing up the practices critical data files with their IT Technician along with reading our Data Backup Documents.

It is also very important that a practices backup is checked on a regular basis. This includes reading the Backup Logs (this depends on the method used) as well as checking the files on the backup devices. If a backup was performed today but the files on the backup device are dated last week then something is wrong, and you should contact your IT Technician.

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