Support

Hosting and Security
Our VMware based hosting platforms are provided by Catalyst2 - a secure and reliable company with one of Europe’s best connected premier data centres – Telehouse Europe in London Docklands. Their infrastructure, telecommunications and physical security are second to none. Within their secure environment, we have a suite of servers that are dedicated purely to us. Services can be easily upgraded and adapted to suit your specific requirements. Offsite R1Soft CDP daily backups are provided ensuring we have a reliable copy of your data should the need arise.

Support Desk
We have a clear and simple support system for you to raise queries safely and securely including a single email address (support@in-Fact.com), telephone as well as messaging directly from our software products. You can be always sure to be communicating with highly trained and familiar support engineers who will respond to your queries quickly. Daily support is provided from 9:00 hrs to 17:00 hrs Monday to Friday except Bank Holidays. Further out of hours can be provided as per requirements.

Software Help
All in-Fact products have a comprehensive and fully indexed Help suite available on the software. A smart query function is also available for quickly identifying any topic of function of interest. Users have commented positively about this feature and have used it for the training of new users.

Software Training
A structured training programme is offered at the Customer’s premises by inFact for all its products as part of the negotiated contract. The training programme is designed commensurate with User Access Rights (E.g. Standard, Privileged, System Administrator) and associated levels (Bronze, Silver and Gold). Further training can be provided as per requirements.

Software Enhancements
inFact software products have been designed in such a way that they can be readily enhanced with new functionality and further integration with other software suites and legacy systems. A testing facility is always provided to give selected users sufficient time to thoroughly test and approve the enhancements. Release Notes are then provided to Users to advice them of the changes and implications.

Data Confidentiality
“Confidential Information” shall mean any patient identifiable data received from the Customer and any other health protection documents or information, which the Customer has supplied to inFact and clearly marked it as “confidential” or secret. inFact undertakes not to use the Confidential Information for any purpose except for implementing and managing the Software on behalf of the Customer. inFact undertakes to keep the Confidential Information secure and not to disclose it to any third party, except to its employees who need to know the same for the Purpose, who know they owe a duty of confidence to the Customer and who are bound by inFact data confidentiality obligations, or if required by law. inFact will employ all steps necessary to protect the Confidential Information from unauthorized disclosure or use.