A professional team of support service operators are available for support over the telephone. These operators are experienced users of the applications, and can offer practical and effective assistance for any of your application queries.

Access to the support team is made available through an automated phone system.

Our support hours are from 8:30 am to 5:00 pm Australian Eastern Standard Time.

Each of the Support staff is intimately aware of the country-specific differences for the Australian and New Zealand versions of the software, as well as the respective healthcare environments.

Australia Helpdesk Centre
Hotline: 1800-148-165
Express Fax: 03-9690-8010
Priority Email:ausupport@medtechglobal.com

General support related questions

1. Can I get support outside of normal business hours? Are there charges involved?

Support outside the hours of 8:30 am & 5:00 pm (Local Time) is classified as after-hours support. Both Medtech & MedWin customers can avail of this service. Charges apply for after-hours support. These charges will be highlighted by the consultant that answers your call.

2. Do additional charges apply for some services even though I have paid for my annual support? What sorts of services incur this charge and what can I expect to pay?

The following services are charged an additional service fee purely because of the complex nature of the service. Further information on charges, please contact our Help-desk on 1300 362 33 (option 3)

* Creating any custom templates such as Advanced Forms, Query Builders, Outbox, Screening/Clinical Template, etc...
* Creating any SQL queries, reports or utilities
* Install or configure MedTech32, Rx SQL or any other applications
* Assistance with installing or customising any updates or patches for software such as MedTech32, Rx SQL etc... For example, if you require over the phone assistance while upgrading from Interbase 7.1 to 7.5; it incurs a charge.
* Assistance with performing database backups, maintenance, recovery or repair
* Performing any systems or network consultation, auditing/health check, installation, configuration, etc...

3. I use Microsoft Word as word-processing software in conjunction with products such as MedTech32 & Rx SQL, can I get support for customising certain templates in MS Word?

* Unfortunately, we do not provide support for troubleshooting issues or customising MS Word or similar 3rd party software. We recommend you contact the appropriate software vendor for such queries.

Rx & MedTech32 specific questions

1. After an upgrade or fresh install I can no longer see any appointments or timeslots for any practitioners or locations?

* In the appointment screen, click on the icon "Configure visible columns"
* This will show you a list of selectable columns.
* Select each column you wish to view.
* You should now be able to view the columns and appointment data in the right hand pane.
* Click the same icon to hide the column listing.

2. I have a new printer, how do I set it up in RX?

* Select Utilities > Reports Printers
* Select the report you wish to print/change > Click Set Printer in the top right hand corner.
* This will open the Print Setup dialog.
* Select the printer from the list. (You may also need to specify a source tray and paper size.) If your printer is not listed, please install it correctly in Windows.

3. When adding in a new Debtor I am being prompted for a sex.

* This is an issue with RX Versions 4.5.12 and 4.5.13.
* It will be fixed in RX Version 4.5.14.
* As a temporary work around, if prompted, click OK.
* Then you should select a title for the debtor, click into another field, click back into the title field and delete the title.
* You can then save the debtor settings free of a title.

4. I am adding a new practitioner to the database but his/her provider number is not being saved in the Account tab.

* After entering the correct provider number, hit the enter key on your keyboard to 'lock in' the value.

5. I am adding a new practitioner to the database but I cannot set up any appointments for this practitioner.

* Select Utilities > Practitioner.
* Double click on the practitioner in the list.
* In the Practitioner Details screen, select the Clinical tab.
* In the Location Details table, scroll across to the right hand column titled Appt Active.
* Click in this field and choose Yes from the drop down menu.
* Hit enter to save this change and click OK to close the practitioners details window.

Professional Services of Certified Engineers

Medtech Global recommends that you use a MedTech32 Certified Engineer. A MedTech32 Certified Engineer has been specifically trained to ensure that they follow best practice standards and have passed a rigorous test provided by Medtech.

Download - List of Certified Engineers

Professional Services of Channel Partners

Customers may also use the services of Medtech Global Channel Partners for support. Our partners have undertaken specific training to ensure that they follow best practice standards and have passed a rigorous test provided by Medtech.

Download - List of Channel Partners