Requests with the right details get solved faster. Include:
- The product, such as MPower EMR or MPower MIE.
- What you were doing and the steps that led to the problem.
- What you expected and what happened instead.
- The exact error message, or a screenshot.
- When it started and whether it affects one user or everyone.
Please don't include patient information
Leave out patient names, dates of birth, medical record numbers and other details that identify a patient. If we need an example, we'll ask for it through a secure channel.
Choosing a severity
| Severity | Use it when |
|---|---|
| 1 · System down | No one can work. Call us as well as submitting a request. |
| 2 · Major impact | A key task is blocked for several people. |
| 3 · Minor issue | Something isn't working but there's a workaround. |
| 4 · Question | A how-to question or a change request. |