To help us prioritise your support request efficiently, please raise a case via our online support portal. Logging a case via the portal ensures your request is captured accurately and routed to the right team without delay.

Please use the following guidance to help you prioritise your case:

P1 – Critical: The whole system or a major part is down, affecting many users and patient management. No workaround is available. → Please call the Service Desk immediately.

P2 – Major: A part of the system isn’t working, affecting many users. Workarounds are available, and patient management is not affected. → Please call the Service Desk. 

P3 – Minor: An issue causing inconvenience, but it doesn’t stop daily operations or patient management. → Please log via the portal.

P4 – Low: Cosmetic only (appearance, layout, etc.). → Please log via the portal.

Outside of standard operating hours (Monday to Friday, 8:00 AM – 6:00 PM), any calls received will be directed to our out-of-hours answering service, where all enquiries are logged for follow-up.