Support Cases

Logging a Support Case

To request support with PointClickCare related issues, you can contact the CareServ Help Desk with one of the following options:

  • If you can't login, see your facility PointClickCare system administrator or IT department to ensure that this issue is not security issue.
  • PointClickCare cannot reset Passwords for users. Your password is set by your IT group. Contact your immediate supervisor.
  • Support only supports users who are trained on the application. If you are not yet trained, contact your Internal/Corporate training resources.
  • If you are currently in the implementation process, contact your trainer.
  • When entering the description on the support form, examples and steps to recreate the issue are extremely important to help resolve issues more quickly.
  • It is extremely important to get the urgency of your case set correctly. We reserve the right to re-prioritize any case to follow the scale (as shown below) without notice.

CASE URGENCY RATING SCALE

URGENT / CRITICAL

A condition preventing users from accessing or using a critical function of PointClickCare .

HIGH / SERIOUS

A condition preventing the user from meeting production processes/schedules or is making production materially more difficult or costly for the user.

MEDIUM / IMPORTANT

A condition in which PointClickCare is performing in an unpredictable manner or is producing incorrect results but is not materially impacting production or business processes/schedules.

LOW / INCONVENIENT

A condition in PointClickCare that inconveniences the user.