(a) Inclusions
FotoFinder Australia strives to provide its services in a way that respects the core values of FotoFinder worldwide. We understand how important our systems are to the daily smooth running of your practice and to the welfare of your patients.
FotoFinder Australia maintains a team of Care Technicians able to provide a high level of quality. Care team-members can communicate with you in English.
FotoFinder Australia operates from its headquarters in Victoria, Australia.
Issues are to be reported to the customer service team in written form using the online support request. CLICK HERE to submit a service request
Please provide as thorough a description as possible of the system behaviour, including the unexpected or unusual behaviour causing your issue.
Please also provide:
Support requests will be directed to care@fotofinder.com.au
A TeamViewer connection is mandatory. Please ensure the TeamViewer client stays online (e.g. power saving settings etc.) and that any changes in ID or password are communicated to our Care Team promptly.
Please ensure you or a member of your team are available to be contacted onsite.
FotoFinder Care will respond to your inquiry within 24 hours. Please consider regional time differences when communicating with FotoFinder Care.
Support cases are triaged based on their severity, see Categories Software Defects. Where there are support cases of the same severity, they will generally be handled on a first-come-first-served basis.
The time consumed to complete a support case can be reduced dramatically by ensuring the following prerequisites:
Support provided by FotoFinder Care Technicians shall include:
Customer service is prohibited to carry out work affecting the operating system e.g. Windows recovery installations.
Service may be refused if third-party software has been installed or if third-party hardware has been attached.
Service may be refused for systems running Windows XP as the manufacturer has announced EOL for this OS.
In the case where a software bug is reported/detected, FotoFinder Care will report the bug in the internal bug tracking system. Each item will be classified by the software project manager and solutions will be integrated into an upcoming hotfix or a release.
There shall be no claim as to if, or when, a bug will be fixed even if the client is entitled to receive updates by a software maintenance licence or other types of contract.
Once a support case has been resolved, FotoFinder Care Technician will issue a report holding detailing the initial case submitted, observations made, any conclusions drawn, a description of steps taken to resolve the issue and total job time taken.
FotoFinder Care charges are billed for each 15-minute period or part thereof.
Additional fees may be charged for work completed outside Service Hours or where the duties to be performed are not remedying a defect or part of scheduled systems maintenance.
If in doubt, please raise the issue with our Care Team and ask for an estimate of costs.
Change Requests
Feature Request
Not Covered, No Claims
Critical
A defect that will cause the system to crash or close abruptly or effect other applications. A defect that causes loss of data (patient data, patient images)[1].
[1] Please ensure that the FotoFinder database backup is running properly and periodically and is up to date. This is mandatory to recover lost or changed patient data and images.
How: Hotfix-Version or Patch
Provided within: 15 working days after reporting with sufficient error information and description. Internet connection to the system is mandatory.
High Impact
A defect, which will cause an observable product failure or departure from requirements. A defect that causes change or damage of data (patient data, patient images)1. Specified workflow and functions not possible.
How: Hotfix-Version or Patch, Reinstallation or Software Upgrade
Provided within: 20 working days after reporting with sufficient error information and description. Internet connection to the system is mandatory.
Moderate Impact
A defect, which will cause observable product failure or departure from requirements. A defect that causes no data changes or damages. Specified workflow and functions possible but constricted.
How: Defect will be fixed with the next update software version.
Provided within: FotoFinder Universe update plan. New versions will be available twice a year. Internet connection to the system is not mandatory but profitable. The defect has to be reported this sufficient information and details.
No Impact
A defect that will not cause a failure in the execution of the product. Specified workflow and functions possible without any effects.
How: Defect will be fixed with the next update software version.
Provided within: FotoFinder Universe update plan. New versions will be available twice a year. Internet connection to the system is not mandatory but profitable. The defect has to be reported this sufficient information and details
A software bug is a problem causing a program to crash or produce invalid output. The problem is caused by insufficient or erroneous logic. A bug can be an error, mistake, defect or fault, which may cause failure or deviation from expected results.
Bug;
Crash
Error
Exception
Inclusions
If you are working with several cameras, our functional guarantee is also available for multi-user installations.
Email: info@fotofinder.com.au
Telephone: 1300 FF INFO
1300 33 4636
International: +61 3 8524 6370
Email: care@fotofinder.com.au
Telephone: 1300 FF CARE
1300 33 2273
International: +61 3 8524 6370
Wurundjeri Country
7a/56 Norcal Road
Nunawading VIC 3131
At FotoFinder Australia, we acknowledge the Wurundjeri people, the traditional custodians of this land on which we work, and we pay respect to their Elders past, present and emerging.
We proudly pay our respects to the First Nations people of this country.
