HCHB Support Guidelines
This guideline will help you understand the support flow and the proper way to send an e-mail in requesting HCHB support.
PointCare Device
If the User cannot determine the issue using documentation found on
SunDial >> SolAmor Hospice >> HCHB Documentation
contact your office’s Site SuperUser.
If the Site SuperUser cannot correct the issue they will send a e-mail to [email protected] or
call 1-800-MIS-SUN1 (listen for HCHB option) for assistance.
SolAmor HCHB Support Team will research and work to correct the issue.
Please do not call the 800 number on the HCHB website, as they will redirect you to us for support.
Proper e-mail submission for HCHB Support tickets
As we continue to grow, we need to improve how we submit e-mails to the [email protected] e-mail account.
ALL support related issues need to go to this e-mail account. This account is monitored by a number of people and issues will not get held up if someone is out of the office. Also in order to process your support request appropriately and timely, emails must include a brief description of the issue in the Subject line of the email along with the facility number. Requests not including a clear Subject line may not be identified and addressed as quickly as others.
“Help”, “Problem”, “Priority” “Question” by itself is not a good Subject line. Also please do not reply to an e-mail that was sent to you to send in a support issue, you need to create a new e-mail.
Below are some examples of proper Subject lines for issues involving the Handheld Device and the Desktop Application.
Device issue examples:
For Desktop application, due to HIPPA Regulations, we cannot send the patient name out of our secured e-mail system, however the patient’s medical record can be sent to HCHB and will provide an easier means for tracking issues as they arise.
A screen shot, if available is always helpful.