How do I log an issue?
You can call the State-wide service desk on 1300 285 533 to log an issue or submit a SARA ticket.
About the support process
The State-wide service desk is responsible for initial level support. Issues are mostly resolved at first contact, so it is highly recommended you immediately contact the State-wide service desk when any issue arises.
If an issue arises outside the scope of the State-wide service desk, the issue will be escalated to the Conferencing services team. The Conferencing Services team understands the system configuration and can provide information on supported platforms and devices when setting up myVC.
The business hours for the Conferencing services team are 7am to 5.30pm, Monday to Friday. The State-wide Service Desk is available 24/7.
When incidents are identified as user error, feedback is provided to the Agency for CIinical Innovation, via the conferencing user group meeting, to inform and support ongoing training.
When incidents are identified as bugs, the Conferencing Services team will try to replicate the reported error. Identified bugs are progressed through to the developers for review and resolution.
Although the Conferencing Services team are myVC super users, they are not able to administer clinical functions for myVC such as:
- performing myVC system administrator, coordinator or clinician actions for patient care
- adding, removing or transferring clinicians into a virtual room
- creating rooms for local health districts or specialty health networks.
What happens when the system or network is down?
If an outage occurs, eHealth NSW will send out a statewide broadcast to advise of the outage. This will be regularly updated until the issue is resolved. This is the same process for any infrastructure issue.
Enhancements
If you have a suggestion to improve or enhance the functionality of myVC, please discuss this with your virtual care or telehealth manager.
Virtual care or telehealth managers have access to the current enhancements list. They will inform you if this function exists within the platform or is already on list. The virtual care or telehealth manager can submit the enhancement request to the eHealth NSW.