Psyche Systems' Dedicated Systems Support

Psyche Systems has been committed to delivering the highest quality service and support since 1976. The quality of its customer service derives from hiring and training individuals with deep experience in both information technology and healthcare, many of which are medical technologists, who have an intimate understanding of the lab environment and the customer's needs and who are empowered to address them through Psyche's unique Group system. Many customers will tell you that it's because of its people that Psyche has such a large, satisfied customer base and strong customer loyalty.

Levels of Support Services
Whether you have a question about how to modify a particular preference, need troubleshooting communications for an instrument interface, or require assistance setting up a new printer, Psyche Systems' professional support services will be there to assist you. Psyche offers customers support in all key areas of the application environment, including Application Support , Interfaces & Instruments , Systems Engineering , and Software Support . During normal hours of operation, Psyche Systems' dedicated account managers can assist customers in working with the proper support group to address the question or resolve the issue. During off-hours, a triage specialist will respond to the call within 15 minutes and direct the inquiry to the appropriate member of Psyche Systems' support staff for fast, professional service (see Off-Hours Support below for additional detail).

Psyche Systems offers customers three convenient options for raising support inquiries: telephone, fax, or email. For faxed or emailed support questions, the customer receives a fax back confirming that the request has been received and is being processed accordingly. Psyche Systems understands the importance of expedient resolution through direct communications and makes every effort to answer each incoming call or respond as quickly as possible to support messages, though some telephone inquiries are routed to the automated support line. Psyche Systems' support team averages approximately an 80%-90% call pick-up rate, which means that your call is answered by a live person. Through our Total Quality Leadership procedures, Psyche is always striving to improve that rate to better serve its customers.

Off-Hours Support
Psyche Systems knows that the clinical laboratory must be on-call for inpatient hospital service 24/7 and, as such, the needs of the third shift staff are just as important as the needs of the first shift. Psyche offers flexible support agreements to ensure that help is just a phone call away no matter what your hours of operation. For off-hours calls, Psyche Systems' trained support professionals respond within the hour and will usually resolve the issue within four hours, otherwise the support request goes through Psyche's internal escalation process for fast resolution.