1. Introduction. 2. Reporting a Fault, Ask a Question or Make a Suggestion. 3. Accessing Go To Assist. 4. The Knowledge Catalog.

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1 1/6 How does the Support System Work? 1. Introduction. 2. Reporting a Fault, Ask a Question or Make a Suggestion. 3. Accessing Go To Assist. 4. The Knowledge Catalog. 1. Introduction: The Support System is a means of communicating with your Practice Administrator (or Franchisor) and your System Provider from your Desktop or other Browser Device without leaving the system and wherein you can report any faults or raise a query. It is used in conjunction with another external facility called Go To Assist which Logs all the details of your current outstanding queries or fault reports, the responses from your System Provider and also the history of previously submitted Incidents. You can also use the facilities of Go To Assist directly to report faults or enter queries outside of the main System. Your System Provider will grant access to the Go To Assist part of the system by providing you with an activation code and login details when you are first established as a user of this system. When your Company was setup by your System Provider, he will have completed and setup a Primary Support address and a Secondary Support address for your Company. The first of these addresses will be for the attention of your In-House or Practice (Franchisor) s attention. The second one is for the attention of your System Provider and the Go To Assist system, - wherein it will automatically create an Incident regarding the issue raised by you in that system. The first part of this Article details the workings of the Support System and the second part with the facilities of the Go To Assist system. Access to the Support System is from this Icon in the top right hand corner of your Main Menu; 2. Reporting a Fault, Ask a Question or Make a Suggestion: When you Click on this Icon, the following Window will appear;

Introduction: The Support System is a means of communicating with your Practice Administrator (or Franchisor) and your System Provider from your Desktop or other Browser Device without leaving the

2/6 Select the Incident Type from the Drop Down List and then enter your Email Address, a short Description of the issue and any supporting attachments; You can add several attachments by clicking on

2 2/6 Select the Incident Type from the Drop Down List and then enter your Address, a short Description of the issue and any supporting attachments; You can add several attachments by clicking on the field highlighted in Red above, and when you are finished, Click on Send - which will be followed by a confirmation message saying the message was successfully sent. The Incident is now automatically logged with the Go To Assist system and subsequently you will receive an confirmation from that system. The address contained in the Primary Support (see 1. above) will also receive a copy of your and attachments. 3. Accessing Go To Assist: If you are a User who has Administration privileges, then you will be able to access and peruse all the reported incidents for your Company. If you don t, you will only be presented with your own Incidents in Go To Assist. Contact your Practice Administrator or System Provider who will provide you with the specific URL details for your individual Company s access to Go To Assist;

The Incident is now automatically logged with the Go To Assist system and subsequently you will receive an email confirmation from that system.

3 3/6 Having logged in to your Go To Assist account, you should first proceed to edit and update your personal settings; Next you can go to the My Incidents Tab to list all of your reported Incidents and their current status; Note the Selection Criteria and the Sorting Criteria highlighted in Green.

My Incidents Tab to list all of your reported Incidents and their current

4 4/6 You can also use this system to enter a new request rather than use the Support Area in your Accounts System, as follows; And when the Incident has been investigated by your System Provider, you will receive an response somewhat like this; 4. The Knowledge Catalog: The Knowledge Catalog is where you can benefit from the experiences of other Users of the system worldwide. You can access the Knowledge Catalog from here to see if your query or suggestion has been dealt with and previously answered;

The Knowledge Catalog: The Knowledge Catalog is where you can benefit from the experiences of other Users of the system

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6 6/6 The Knowledge Catalog is constantly updated with new Queries and Answers from your Support Team. Here is a typical example of a previously answered query;

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