IT outage? Call first.
A live technician answers — not a queue. 15-minute response SLA, 24 hours a day, 7 days a week. Use the ticket portal for tracked, non-urgent issues.
Existing clients: have your site name and ticket PIN ready.
Not sure if it's an emergency?
If patient care, dispensing, or revenue is blocked — call. Otherwise, the portal is faster for tracked follow-up.
Business-stopping
- EMR / PMS down across the clinic
- Suspected ransomware or breach
- Internet or phone system fully offline
- Dispensing system or label printer outage
- Server unreachable
Degraded operations
- One workstation down (others working)
- Intermittent network drops
- Email delivery delays
- Backup job failed last night
- Printer offline for one room
Standard requests
- New user onboarding
- Software install or update
- Password reset (non-urgent)
- Hardware quotes & procurement
- Reporting & documentation
Evenings, weekends, and holidays.
Outside business hours (Mon–Fri 7:30am–6pm CST), the same number routes to the on-call technician within 15 minutes. Stay on the line — the bridge is monitored.
- 01
Call the main line
Dial (306) 591-6579. After-hours routes automatically to the on-call technician.
- 02
Leave a voicemail if needed
If you don't get through within 2 rings, leave name, site, and callback number. The on-call pager fires immediately.
- 03
Don't power-cycle servers
Avoid rebooting EMR servers, firewalls, or domain controllers without a technician on the line — it can extend the outage.
- 04
Isolate suspected ransomware
If you see encrypted files or a ransom note, disconnect the affected machine from the network (unplug the cable) and call immediately. Do not power it off.
- 05
Use a personal device for the call
If your VoIP phones are down, call from a mobile. We'll restore voice as part of the response.
Have this ready when you call.
The first 60 seconds of triage usually decides the next hour. A short prep checklist:
- Your site / clinic name
- Your name and callback number
- What's affected (EMR, internet, one PC, etc.)
- When it started and what changed
- Any error messages on screen
- Whether anyone has rebooted anything