If there's ever a question about using MediTrax during the first year after installation, you can call us for assistance on our toll-free customer support hotline at (800) 626-4701, from 8 am to 6 pm Pacific time (and yes, we do work earlier and later hours, and on weekends as well, if a problem arises). This toll-free support comes at no additional charge -- it's all included in the MediTrax license fee !

Because Information Systems staff at many facilities are often unfamiliar with the clerical and clinical workflows typical in occupational health settings, your MediTrax license fee includes unlimited toll-free technical support for an entire year. Unlimited support in subsequent years, as well as access to all Software Updates released during the year, is available through an annual Support Agreement.

We've found that most reported problems require no MediTrax modification at all, because they arise from the client's operating environment -- too little storage space on a hard drive, for example, or a file server overloaded with slow connections to too many workstations, or a change in network software which wasn't announced to the occupational health staff. In each case, we make every effort to isolate the problem with the assistance of on-site Information Systems managers and technicians.

In 2008 we began offering live technical support via WebEx, enabling our support staff to perform real-time troubleshooting while you maintain full control of your workstation. The remote support capabilities of WebEx enable us to access customer desktops while we discuss the issue by phone, see what's happening, and very often provide an immediate recommendation or "fix". You don't need any additional hardware or software to take advantage of this feature, and you always have the ability to control access to your system: you can allow us to view your desktop, or restrict access to a specific application if you have tighter security requirements.