Support | Centaur Software

Support

Centaur Support

Centaur Software provides its customers with ongoing software support for all its products, which we believe is critical to ensuring our customers’ satisfaction. Our ongoing support is offered under annual agreements with renewable terms and includes general product support via telephone/email, Remote Access Support via Broadband Internet, software upgrades, product and industry enhancements (i.e: HICAPS Link, Medicare CDBS) and more.

Our customer support and services are recorded via Customer Service Management software (ticketing software), so each support request is tracked under each individual customers profile. This assists our Support Analysts by allowing them to see previous issues for the individual customer as well as perform searches for similar issues reducing resolution times.

Centaur recommends that customers obtain the services of a local hardware IT Technician for general IT/hardware support.

Support Hours (EST)

Mon – Fri 8:00am – 8:30pm
Sat 9:00am – 4:00pm (Emergency Support Only)

 

National Public Holidays
Centaur Support will be closed on Australian National Public Holidays such as Christmas, ANZAC Day, etc. If the National Public Holiday falls on a Saturday Emergency Saturday Support is also unavailable.

Non-National Public Holidays
On non-National Public Holidays that include NSW, Centaur Support will have limited staff available during limited hours (9:00am – 7:00pm EST) to assist our customers not observing the holiday on that date.

Important Notices

New White Listing Processes

The new White List security access arrangements will come into effect as of 1 February 2019. After this date, all connections to Dental4Windows will be strictly limited to only authorised development partner applications.

Changes to Payment Procedures

To streamline and simplify our payment administration processes, we have updated the payment rules that apply to all our Dental4Windows and Practice Studio customers. This will come into effect throughout the year upon commencing any new yearly contract.

Unauthorised Consulting Offers from non-Dental4Windows/Centaur companies

An increasing number of software companies have reported similar instances of fraudulent activities to gain remote access into business computers. If this does happen to your practice or you have already experienced this, please inform Centaur and also consider notifying the police.

Request Functionality

If you would like to request a specific function to be added to Dental4WindowsPractice Studio or Mediasuite, please make your request on this form.

We call this form a Systems Investigation and Request (SIR) Form

Once we receive this completed form, we will evaluate your request considering its advantages and any disadvantages that may also apply and how the change will impact other users. If the request is implemented, we will contact you to let you know.

Systems Investigation & Suggestion Request (SIR) Form