Getting support and training

What this is: everything you need to get help from Visionflex.

Who it’s for: anyone using Visionflex equipment, and the champions and managers who support them.

Contact support

For anything urgent during business hours, phone us.

What to tell us

A good ticket gets a faster fix. Include:

• your organisation and site
• the station or device, and its serial number or ID if you have it
• what happened, when, and what you were trying to do
• any error message, and a screenshot if your policy allows
• the connection type (Wi-Fi, wired or mobile)
• what you have already tried.

If a patient’s safety was affected, also follow your own incident process.

Book training

Book a remote training session with the support team. Sessions work best when they are built around your own routines, for example GP rounds or wound reviews. Champions get the material to train new staff themselves.

Self-help

• Find your virtual care station guide
• Troubleshooting Vision virtual care
• Video guides
• Clinical device user manuals

Total Care Plan

The Total Care Plan is a service and support plan for ProEX Telehealth Hub and ProEX Mobile customers. It includes:

• unlimited telephone support during business hours
• online remote access support
• software updates
• labour for back-to-base repairs and all parts
• a loan unit while yours is repaired (terms and conditions apply)
• a replacement unit if a repair isn’t viable.

To ask about a plan, contact Visionflex.

Other helpdesks you may need

Need help?

Your Visionflex team is here to support your rollout, training and day-to-day use.

Visionflex support: visionflex.com/support | support@visionflex.com | +61 2 8914 4000 (9am to 5pm AEST)

Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.