Technical Support One-Stop Support and Maintenance Shop
Customers rely on their Extension Engage alarm safety and event response platform to manage the delivery of all actionable alarms and to facilitate collaborative communication between members of a care team. As an integral component of a hospital’s communications infrastructure, Extension recognizes the necessity of uninterrupted usage and offers an exhaustive list of technical support options that empower customers to implement resolutions independently, or request assistance from an Extension representative 24x7x365.
“I wanted to thank all technical individuals involved in quickly resolving the issue and for their continuous professional support.”
– Abdul Abdulhamid, William Osler Health System
Technical Health Check
A system “Health Check” is a key component of the Extension Engage Assurance Program. The user experience and system reliability are paramount to customer satisfaction and ultimately, patient safety.
In order to ensure a positive experience, Extension clinical and engineering associates will periodically conduct system Health Checks for your facility. The Health Checks include clinical workflow and technical performance reviews. Extension conducts these complimentary reviews to confirm that your organization is utilizing the Engage solution to its fullest potential and that your staff is satisfied with the results.
Web Portal Features
Extension offers a convenient web portal accessible any time that enables customers to review technical guidance documents independently, or to take advantage of multiple options for communicating with a live support analyst.
- Searchable knowledge-base of technical support documents
- Submit support ticket via the web portal, or Facebook
- Live-chat with a support analyst
- Check the status of an existing request and submit follow-up
- Submit requests for system enhancements
- View technical guidance videos
- Review announcements to learn about necessary software updates
Additional Support Features
- Around the Clock Support: Extension support services are available 24x7x365.
- Highly Skilled Team of Experts: Extension employs a team of analysts dedicated to customer support and maintenance.
- Best Practices: Extension has deployed and currently supports more than 120 hospitals with a set of well-established guidelines.
- Remote Access and Assessment: Extension offers remote support to all customers enabling quick access to resolve technical issues.