| Support Information |
Support for Initial SetupAll new customers can avail themselves of hands-on training with our sales staff via telephone, email and secure remote support sessions.
FAQs and Knowledge BaseIf you're having an issue with the software, chances are there's an answer in the KnowledgeBase section of our support system. Please check there first.
Email SupportIf your question wasn't answered in the KnowledgeBase then please contact us. The majority of support issues can be sorted out by email to our support staff. All emails to support are logged and tracked in our ticketing system to ensure that you get a response. We attempt to answer all support tickets the same day.
You can create a new ticket by sending an email to support [AT ] cesoft.com.au or from this page To follow up on a ticket, please respond by using the Reply function in your email software. This ensures that all responses are kept together in one thread for easy review by you and our support team.
There is no need to CC your support enquiry to the personal address of one of our staff. We can all see and respond to email tickets in the support system.
Remote Login SupportWhere the issue can't be resolved by email, we can arrange a mutually suitable time to log in to your computer and review the problem together. Request for remote assistance should go through the email ticketing system, see above.
Phone SupportIn the first month of use, you're entitled to unlimited phone support. Contact us on 1300 CESOFT (1300 237 638).
After the first month, you can initiate up to 12 support calls a year (average 1 per month). In practice, most of our customers never need to call, so this limit is rarely an issue. If you prefer more frequent personalised support, please contact our sales staff (through the ticketing system or by phone) to request an extended phone support package (based on an hourly rate of $60 per hour charged in 15 minute blocks, with a minimum of 5 hours pre-purchased).
After Hours SupportFor truly urgent support after hours, ring 1300 237 638 and leave a message with the nature of the problem and your contact details. Our support staff check the messages up to 8pm each day, and from time to time on weekends.
Contacting MedicareThere are two numbers for Medicare that you may need.
1800 700 199 is the Medicare Online Helpdesk. Contact them to register for online claiming and to request electronic keys. They can also assist you with general enquiries about claiming.
132150 is the Medicare Claims Assessing line. They can give you advise about item numbers, problems with specific claims, reasons for rejection etc. Issues with Health FundsPlease note that we can only offer general advice regarding issues with health funds. Our support is restricted to problems with our software. Please contact the funds directly to resolve issues with their processing of claims.
|
| Next > |
|---|
