info@healthfocus.co.za +27 87 750-8157

Log a software support call

Log a Call. Sometimes, you may want to do something out of the ordinary or may have a suggestion on how we can improve our programs. Complete the form below and help us to improve our programs. You can also call us on 087 750-8157

Log a call and your issue is recorded and placed with our support team, who will pick it up and work through it with you directly. Our support desk is staffed Monday to Friday, 09h00 to 17h00, and most logged calls are picked up within a few hours.

What we need from you

The form asks for your name, your practice name, your email address and a telephone number, so that we know who you are and how to reach you. Then give the call a short subject and tell us the topic. A good subject says what is wrong in a few words, such as the program and the error you are getting. You can also add a detailed description and the steps that lead to the problem. The more we know, the faster we can sort it out.

What helps us help you faster

  1. Describe one problem per call. If you have more than one, log each one separately so that none of them gets lost.
  2. Copy the exact error message. The wording often tells us what is wrong, so please copy it rather than describe it.
  3. Tell us what you expected and what happened instead. Then list the steps you took, so that we can see it for ourselves. There is a box for the steps in the form.
  4. Say when it started and what changed. An update, a new computer or a power failure just before the problem started is worth knowing, and so is which program and which computer it is on.
  5. Tell us what you have already tried. Say what you did and what happened, so that we do not ask you to do it twice.
  6. Send a screenshot if you can. A picture of the problem helps. You can email it to support@healthfocus.co.za when we reply.

How urgent it is, and what happens next

Tell us how urgent it is and who is affected, for example one workstation or the whole practice, so that we can put the call in the right place. If your issue is time-sensitive, you are welcome to call us directly on 087-750-8157 in the meantime and mention that you have logged a call.

After you send the form you will receive a confirmation email, and your call goes to our support team. Almost all problems can be sorted out within a few minutes, either by telephone or remote support. Remote support is secure and permission based, so we connect only with your approval and only for as long as the task takes. Please never send a password in the form or by email, and leave out patient details unless we ask for them, because your patients’ information is protected under POPIA.

Log your call

Please provide a detailed description of the suggestion or problem
If it's a problem, please let us have the detailed steps to reproduce
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