🆘 NewWaves Hospital Management System - Support Information¶

📞 Support Channels & Contact Information¶

🎯 Primary Support Methods¶

1. CodeCanyon Item Comments¶

Purpose: Pre-sales questions and general inquiries
Response Time: Within 24 hours
Best For: Feature questions, compatibility inquiries, licensing
Public: Visible to all potential buyers (great for FAQ building)

2. Direct Email Support¶

Email: support@newwavesprojects.com
Purpose: Technical support, customization requests, urgent issues
Response Time: Within 12-24 hours (business days)
Include: Purchase code, detailed issue description, screenshots
Priority: License holders get priority support

3. Support Ticket System¶

URL:
Purpose: Structured support with ticket tracking
Features: File attachments, priority levels, status tracking
Account: Requires purchase code for account creation

4. Live Chat Support¶

Availability: Monday-Friday, 9 AM - 6 PM EST
Purpose: Quick questions, installation guidance
Access: Available on product demo page
Response: Immediate during business hours

🕒 Support Hours & Response Times¶

Business Hours¶

Timezone: Eastern Standard Time (EST/EDT)
Weekdays: Monday - Friday, 9:00 AM - 6:00 PM
Weekends: Limited support (emergency issues only)
Holidays: Support may be delayed during major holidays

Response Time Commitments¶

Support Level	Response Time	Coverage
Critical Issues	2-4 hours	System down, installation failures
High Priority	12-24 hours	Feature bugs, payment issues
Medium Priority	24-48 hours	General questions, customization
Low Priority	2-5 business days	Feature requests, minor issues

Priority Levels Defined¶

🔴 Critical (2-4 hours)¶

Complete system failure or inability to access
Installation wizard fails completely
Payment gateway not processing transactions
Security vulnerabilities
Data loss or corruption issues

🟠 High Priority (12-24 hours)¶

Core features not working (appointments, billing, patient management)
API endpoints returning errors
User authentication issues
Database connectivity problems
Email notifications not sending

🟡 Medium Priority (24-48 hours)¶

Minor feature malfunctions
UI/UX improvement questions
Configuration assistance
Integration questions
Performance optimization requests

🟢 Low Priority (2-5 days)¶

Feature enhancement requests
Customization guidance
General "how-to" questions
Documentation clarifications
Non-critical cosmetic issues

📋 What's Included in Support¶

✅ Free Support Included¶

Installation Support¶

Pre-installation server requirement verification
Step-by-step installation guidance
Database setup and configuration assistance
Initial system configuration help
Installation troubleshooting

Bug Fixes & Updates¶

Bug fixes for reported issues
Security patches and updates
Compatibility updates for new PHP/Laravel versions
Core functionality improvements
Performance optimizations

Technical Documentation¶

Complete user manual and guides
API documentation with examples
Video tutorials for common tasks
FAQ database with solutions
Best practices documentation

Configuration Assistance¶

Email SMTP setup guidance
Payment gateway configuration help
User role and permission setup
System settings optimization
Basic customization guidance

❌ NOT Included in Free Support¶

Custom Development¶

Custom feature development
Theme/design customization beyond basic changes
Third-party integrations beyond included gateways
Custom reports or analytics
Workflow modifications

Server Management¶

Server setup and configuration
Database administration
SSL certificate installation
Server security hardening
Performance tuning beyond application level

Data Migration¶

Migration from other hospital management systems
Data import from custom formats
Database conversion services
Legacy system integration
Custom data mapping

Training Services¶

Staff training sessions
Workflow consulting
Change management assistance
Process optimization consulting
On-site implementation support

💰 Paid Support Options¶

🏆 Priority Support Package ($99/year)¶

Response Time: Guaranteed 6-hour response
Direct Contact: Dedicated support representative
Phone Support: Priority phone consultation (2 hours/month)
Installation Priority: Jump the queue for installation help
Custom Patches: Priority bug fixes and patches

🔧 Customization Services (Quote-based)¶

Theme Customization: UI/UX modifications to match your brand
Custom Features: Additional functionality development
Third-party Integration: Connect with external systems
Migration Services: Data import from existing systems
Performance Optimization: Advanced speed and scalability improvements

🎓 Training & Consulting ($50/hour)¶

Video Training Sessions: Live training for your staff
Workflow Consultation: Optimize your hospital processes
Implementation Planning: Strategic deployment assistance
Change Management: Help staff adapt to new system
Best Practices Review: System usage optimization

🛠️ Extended Support Plans¶

Professional Support ($199/year)¶

Everything in Priority Support
Monthly system health checks
Proactive security monitoring
Performance optimization reviews
Unlimited email/ticket support
4 hours of customization included

Enterprise Support ($299/year)¶

Everything in Professional Support
Dedicated account manager
Monthly video consultations
Priority feature request consideration
White-label branding assistance
10 hours of custom development included

📚 Self-Help Resources¶

📖 Documentation Library¶

Installation Guide: Complete setup instructions
User Manual: Comprehensive usage documentation
API Reference: Complete API documentation
Video Tutorials: Step-by-step video guides
FAQ Database: Common questions and solutions

🎥 Video Tutorial Library¶

Getting Started: System overview and first steps
Patient Management: Complete patient workflow
Appointment Scheduling: Booking and management
Billing System: Invoice creation and payment processing
API Usage: Mobile app development guide
Customization: Basic theme and setting changes

💡 Knowledge Base Topics¶

Server requirements and hosting recommendations
Common installation issues and solutions
Email configuration for various providers
Payment gateway setup guides
Security best practices for healthcare data
Performance optimization techniques
Backup and recovery procedures

🌐 Community Resources¶

User Forum: Community discussion and peer support
Feature Requests: Vote on and suggest new features
Bug Reports: Community-verified issue tracking
Tips & Tricks: User-contributed best practices
Showcases: See how others use the system

🔒 Support Security & Privacy¶

Data Protection¶

Confidentiality: All support communications are confidential
HIPAA Awareness: Support staff trained on healthcare privacy
Secure Channels: Encrypted email and secure ticket system
Data Handling: Support data purged after issue resolution
Access Control: Limited access to customer information

Support Process Security¶

Purchase Verification: Support requires valid license verification
Identity Confirmation: Account ownership verification for sensitive requests
Secure File Transfer: Encrypted file sharing for sensitive data
Audit Trails: All support interactions logged securely
Privacy Policy: Clear data handling and retention policies

📊 Support Quality Metrics¶

Customer Satisfaction Targets¶

Response Time: 95% within promised timeframes
Resolution Rate: 90% of issues resolved within 3 business days
Customer Satisfaction: 4.5+ star average rating
First Contact Resolution: 70% of issues resolved in first response
Escalation Rate: Less than 5% of tickets require escalation

Continuous Improvement¶

Monthly Reviews: Support quality and performance analysis
Customer Feedback: Regular satisfaction surveys
Process Optimization: Continuous support workflow improvements
Training Updates: Ongoing support staff training
Documentation Updates: Regular knowledge base improvements

📝 Support Request Best Practices¶

🎯 How to Get Faster Support¶

Include Essential Information¶

1. Purchase Code: Your CodeCanyon purchase code
2. System Details: PHP version, hosting provider, browser
3. Issue Description: Clear explanation of the problem
4. Steps to Reproduce: How to recreate the issue
5. Screenshots: Visual evidence of the problem
6. Error Messages: Complete error text and logs
7. Urgency Level: How critically this affects your operations

Effective Problem Reporting¶

Be Specific: "Appointment booking fails with error X" vs "appointments don't work"
Include Context: What you were trying to do when the issue occurred
Environment Details: Operating system, browser, device type
Attempted Solutions: What you've already tried to fix it
Impact Assessment: How this affects your hospital operations

⚡ Faster Resolution Tips¶

Check Documentation First: Many issues are covered in the user manual
Search FAQ: Common issues often have immediate solutions
Use Staging Environment: Test fixes without affecting live operations
Provide Admin Access: Temporary admin access speeds diagnosis (when safe)
Be Available: Respond quickly to follow-up questions

🚫 What Slows Down Support¶

Incomplete information requiring multiple back-and-forth exchanges
Generic descriptions like "it doesn't work" without specifics
Missing purchase codes or license verification delays
Requesting support for customized code without context
Multiple channels (don't email AND create ticket for same issue)

🌟 Premium Support Benefits¶

Why Consider Premium Support?¶

Guaranteed Response Times: Never wait longer than promised
Direct Expert Access: Skip general support queues
Proactive Assistance: We monitor your system health
Priority Updates: Get new features and fixes first
Custom Solutions: Tailored fixes for your specific needs

ROI of Premium Support¶

Minimize Downtime: Faster issue resolution keeps you operational
Staff Productivity: Less time troubleshooting, more time serving patients
Professional Image: Smooth operations impress patients and staff
Peace of Mind: Know experts are monitoring your system
Competitive Advantage: Stay ahead with latest features and optimizations

📞 Emergency Support Protocol¶

🚨 True Emergencies (System Down)¶

Immediate Action: Submit critical priority ticket
Email Escalation: Send email to emergency@newwavesprojects.com
Include Impact: Explain how this affects patient care
Provide Access: Temporary system access for faster diagnosis
Stay Available: Be ready for immediate follow-up questions

Business Continuity¶

Backup Plans: Maintain manual processes for system outages
Communication: Keep staff informed of system status
Patient Care: Ensure patient care continues despite technical issues
Documentation: Record all manual activities for later system update

📋 Support Contact Summary¶

Contact Method	Best For	Response Time	Availability
CodeCanyon Comments	Pre-sales questions	24 hours	24/7
Email Support	Technical issues	12-24 hours	Business days
Support Tickets	Complex problems	Varies by priority	24/7 submission
Live Chat	Quick questions	Immediate	Business hours
Emergency Email	System down	2-4 hours	24/7

Primary Contact Information¶

Main Support: support@newwavesprojects.com
Emergency:
Sales: sales@newwavesprojects.com
Customization:
Partnership:

Our commitment: Providing healthcare providers with reliable, responsive support to ensure your hospital management system operates smoothly and efficiently, allowing you to focus on what matters most - patient care.