Help Desk
Incidents, access problems, configuration questions and urgent escalations, handled by people who know your setup.
Reliable Support for Critical Healthcare Systems
Clinical systems fail at inconvenient times. What matters is how quickly someone who understands your configuration picks it up.
Support Options
System Administration
Updates, performance checks, user management and configuration changes handled as standing work.
Knowledge Base
Operating procedures and guides written for your configuration, not generic product documentation.
Response Targets
Priority is set by clinical impact, not by who shouts loudest.
P1 — Critical
A clinical service cannot operate. [PLACEHOLDER: P1 response and resolution target]
P2 — Major
Significant degradation with a workaround available. [PLACEHOLDER: P2 response and resolution target]
P3 — Minor
Limited impact on a single user or function. [PLACEHOLDER: P3 response target]
P4 — Request
Change requests, questions and configuration work. [PLACEHOLDER: P4 response target]
[PLACEHOLDER: confirm actual support hours. The previous version of this page advertised 24/7 support; that claim has been removed pending confirmation that it is contractually offered and staffed.]
Escalation Path
- First line — help desk triage, known issues and immediate workarounds
- Second line — application specialists with access to your configuration
- Third line — engineering, for defects requiring a code change
- Service management — for anything breaching agreed targets, or where clinical risk is rising
A P1 can be escalated by you at any point. You do not need to wait for a target to be missed.
Raising an Issue
Tell us the clinical impact first. It determines priority faster than a technical description does.
- What can a clinician or patient not do right now?
- How many users or which service is affected?
- When did it start, and what changed around then?
- Any error message, exactly as displayed
Need help now?
Email office@nikaglobal.uk or call +44 20 7946 0958.