Now that your organization is live with TeleTracking, you will continue to receive expert support from our Support team. We know that the efficient operation of TeleTracking is critical especially when it comes to providing your patients with the right care, at the right time, in the right place, with the right resources. For this reason, TeleTracking takes great pride in providing high quality client support to ensure that you can accomplish your mission and get the best possible outcomes for your patients.

For your convenience, TeleTracking offers multiple ways to contact the Technical Support Team including by phone or via a self-service site. Once contact is initiated, a Technical Support Engineer (TSE) will work with you remotely to handle your request.

For support issues, please always contact Technical Support before contacting anyone else at TeleTracking. TeleTracking logs each call and online submission and aims to service your support needs in a fast and efficient manner. We also periodically analyze the information logged from the calls and submissions in an effort to improve the service that we offer to our clients.

Anyone in your organization can call Technical Support; however, most hospitals designate a TeleTracking application administrator to evaluate issues and decide if TeleTracking should be contacted. TeleTracking’s telephone support is available 24 hours a day, 365 days of the year and is the highest priority within our team. You will not be charged any additional fees based on the number of times that you call us, so please take advantage of our expertise.

When you call, please be prepared to provide your client ID or case number so that our CSEs can assist you as quickly as possible. In the event that you would like to leave a voicemail for us, be sure to provide:

TeleBot is an AI-powered chatbot integrated into the Operations IQ® platform, designed to enhance support by providing instant answers, searchable content, and direct chat access to TeleTracking Support Engineers for complex issues.

Why Use TeleBot?

TeleTracking’s Self-Service option allows your organization to review, edit, and update previously opened tickets. Self-Service Access may be requested by contacting the Technical Support Team. After completing some brief documentation, you’ll be provided with one client username and password that may be shared within your organization. Please note that once you’re logged in, you’ll only see cases for your client ID. Self-serve cases are prioritized after phone calls.

You can also submit support cases through Knowledge Bridge. You may be asked to log in or register for an account.

Calls placed to Technical Support during normal business hours, excluding holidays, are initially answered by an automated system and placed into a queue for the next available engineer. The caller always has the option to leave a voicemail while in the queue.

During extended business hours and holidays, calls are directed to a voicemail system. An engineer is alerted and will return your call based on urgency and order received. Down software is the considered highest severity and will be triaged prior to other issues.

We hope you never have issues with your TeleTracking application(s) but if you do experience issues that affect the way it operates, these types of events are commonly called incidents. Incidents are designated to have a severity level mutually agreed upon by the client and the TSE.

The severity level for an incident may be revised by the TSE as a result of apparent changes in the status of the solution. Clients shall be promptly notified of all changes in the severity level of an open incident. The severity shall be assigned on the basis of the TSE's understanding of the status of the solution defined in the following table:

The primary objective of the Technical Support Team is to restore solutions when Critical and High-Severity level issues are reported. To restore a solution means to return the solution to a stable operating condition that existed prior to the incident. This is typically done by restarting or rebooting the solution, changing a configuration, or providing a workaround. Software defect fixes are the last resort in restoring a solution.

The secondary objective of the team is to provide a resolution for the problem originally reported. To resolve an incident means to implement a change in the solution or procedures to prevent recurrence of the issue causing the incident. In some cases, identifying the root cause of the original reported problem may not be possible as the actions taken to restore the solution may clear the original reported problem. Resolution times are usually longer than restore times.

Occasionally, Technical Support and our Technology Team will determine that the root cause of an incident is a software defect. In these situations, the TSE assigned to the case will keep you informed of the status of any corrective action and the expected timeline to resolution. The resolution times for Incidents requiring a software fix vary depending on the technical difficulty of the fix, the amount of testing required, and the severity of the software defect.

Service level agreements for TeleTracking’s subscription service (hosted) solutions are defined in the TeleTracking Subscription Service – Service Level Availability Policy.

If you are unsatisfied with the handling of your case at any point in the incident process, please call the Client Support telephone number and ask for a manager.

An incident will be considered resolved and subsequently closed when it is mutually agreed between the client and TSE that the reported issue has been satisfactorily handled. Incidents that require software fixes are considered resolved when the software fix is delivered, installed, and verified to solve the problem.

TeleTracking may elect to close an open incident without mutual agreement if the client fails to acknowledge TeleTracking’s request to close the incident or to perform some reasonable request from TeleTracking to assist in handling the problem for 10 business days or more. Clients will be promptly notified of all incident closures. Upon closure of an incident, you may receive a request to complete a short survey. TeleTracking Technical Support prides itself on providing superior support and uses the feedback provided through our survey process to implement continuous improvement.

While the Technical Support Team is focused on resolving incidents, they can also be contacted to initiate a variety of other services. The table below lists some commonly requested services that may be accessed through Technical Support. Please note that some of these services may incur an additional fee depending on the scope of the request.

Collaboration between TeleTracking Technical Support, your IT Department, and your end users is essential to the efficient support of your solution. The table below lists some common items involved in the support process and who is typically responsible for that type of support item.