FotoFinder Care & Software Maintenance

Compulsory Software Maintenance Licensing

(a) Inclusions​

  • Software innovation guarantee.
  • Free remote support during Service Hours.
  • Free telephone support during Service Hours.
  • 6-Monthly remote system maintenance.
  • Software discounts on additional Specialist systems modules.
  • Upon request, every six months you will receive 200 patient brochures and as many posters as you need without charge. We will also assist you with any marketing needs in respect of FotoFinder patient services.
Our commitment

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.

Communication

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.

Service Hours

FotoFinder Australia operates from its headquarters in Victoria, Australia.

  • The applicable time zone is AEST (UTC +10 hours), or AEDST (UTC +11 hours) during daylight-saving
  • Service technicians are available Monday through Friday from 08:00 until 18:00, excluding public holidays.
Submitting Support Cases

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

Reporting bugs and software anomalies

Please provide as thorough a description as possible of the system behaviour, including the unexpected or unusual behaviour causing your issue.

Please also provide:

  • Date: date of reporting
  • Software version: name and version where the error occurred
  • Component: equipment, module or software function in use when the error occurs
  • Detailed error description: description of system behaviour, screenshots, error and exception messages
  • Reproduction steps: steps that lead to the anomaly
  • Comment: additional remarks

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.

Response Times

FotoFinder Care will respond to your inquiry within 24 hours. Please consider regional time differences when communicating with FotoFinder Care.

Support Case Handling

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:

  • Current updates and patches for Windows operating system must be installed
  • The user logged on to the system must have system administrator privileges or logon details for an administrators account must be communicated to FotoFinder support staff
  • External backup drives must be turned on and connected to the computer
  • Hardware such as digital cameras / medicams / docking stations must be connected and powered on in order to install drivers and test functionality

Support provided by FotoFinder Care Technicians shall include:

  • Installation of FotoFinder software products
  • Installing drivers for FotoFinder hardware
  • Licencing FotoFinder software if client holds a valid software licence
  • Setting up FotoFinder in a network
  • Setting up backup procedures
  • Modifying cameras settings
  • Migration of Data
  • Data Recovery
  • System Health Checks

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.

Software Bugs

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.

Reporting

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.

Billing

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.

FotoFinder software bug and error categorization
Coverage and Policy by FotoFinder

 

​Category
Description
Reaction

​Change Requests

 

Feature Request

Not Covered, No Claims

Categories Software Defects
​Category
Description
Reaction

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

General definition of a software bug

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.

Summary

Bug;

  • things the software does that it is not supposed to do, [or] something the software doesn’t do that it is supposed to. [Telles and Hsieh, 5];
  • a fault in a program which causes the program to perform in an unintended or unanticipated manner.

Crash

  • (IEEE) the sudden and complete failure of a computer system or component.

Error

  • (ISO) a discrepancy between a computed, observed, or measured value or condition and the true, specified, or theoretically correct value or condition;
  • a quality problem discovered by software engineers (or others) before the software is released to the end user (or to another activity in the software process). [Pressman, 203]

Exception

  • (IEEE) an event that causes suspension of normal program execution; types include addressing exception, data exception, operation exception, overflow exception, protection exception.
Delimination
  • Change-Request, Feature Request:
  • Enhancements, change of behaviour, features, any requests not covered by the software functions / corresponding software manual

 

Optional Add-on: SLR Camera Functional Guarantee
Subject to the conditions contained in our Service Plan, during the maintenance period, FotoFinder shall repair any Canon EOS SLR digital photo camera included in the service plan. Inclusions
  • During any repair, you will receive a replacement camera free of charge
Optional Addon: Annual medicam® Service

Inclusions

  • Fixed discounted package price
  • All labour
  • Complimentary loan camera rental
  • Clean and check your video camera (optical lenses as well as illumination unit)
  • Return shipping to Germany
Optional Add-on:  Multi-user Functional Guarantee

If you are working with several cameras, our functional guarantee is also available for multi-user installations.