Welcome to ThinkWide! You can contact our support team for any problems and for further information you might need. Below are the terms & conditions and procedures for the support services to the clients in simple English as follows.

Goals and objectives

Our primary goals and objectives are:

1. User Satisfaction: Make our users satisfied with the services we offer regarding our support.

2. Timely Assistance: Closely attend to all the emerging concerns to ensure that proper and efficient solutions are proactively given.

3. Quality Support: Ensure the user gets professional support which will address his concern in the best way possible.

4. Continuous Improvement: Consequently, actively update the support services providing raw information on the experience of consumers and their changing expectations.

1. Requirements for Support

   To receive support from ThinkWide, you must:

   1. Be a registered user of ThinkWide services.

   2. Be a user of an active subscription plan.

   3. Ensure that when you report your concern, you give all essential information that will help the support team understand your problem.

2. Availability of a Support Team

   Our support team is available:

   Monday to Friday: 10:00 am to 7:00 pm (lST)
   Saturday: 10:00 am to 4:00 pm (IST)

3. How to Contact Support

   Users will contact our support team via:

   Email: [email protected]
   Phone: +91 9330687508

4. Problem Types and Resolution Times

   We categorize issues into four levels: They include; critical, significant, less significant, and minimal impact. Here is how we handle each type -

   Levels of issue	Critical	Significant	Less Significant	Minimal
   Respond time	1hr	4hr	1 business day	2 business day
   Resolve time	4hr	1 business day	2-3 business day	5 business day

   1. Critical:

      Definition: An incident where the service is stopped or so severely impacted that the user cannot reasonably continue business operations. It may result in a material and immediate interruption of the user’s business operation that will cause a loss of user data, restrict the availability of such data, and/or have a significant financial impact.

      1. Response Time: Within 1 hour

      2. Resolution Time: Within 4 hours

   2. Significant:

      Definition: An incident where one or more important functions of the service are unavailable with no acceptable alternative solution. The user's implementation or production use of the service is continuing but not stopped; however, there is a serious impact on the user's business operations.

      1. Response Time: Within 4 hours

      2. Resolution Time: Within 1 business day

   3. Less Significant:

      Definition: An incident where:

      1. important service features are unavailable but an alternative solution is available, or

      2. less significant service features are unavailable with no reasonable alternative solution; users experience a minor loss of business operation functionality and/or an impact on implementation resources; or

      3. the user poses questions regarding the basic functionality of the service.

      1. Response Time: Within 1 business day

      2. Resolution Time: Within 2–3 business days

   4. Minimal:

      Definition: An event that hardly affects company operations or the essential features of the service.

      1. Response Time: Within 2 business days

      2. Resolution Time: Within 5 business days

5. Support Process

   When you contact us, we will:

   1. Acknowledge your issue.

   2. Determine the sort of issue and give it a rank.

   3. Update you with the progress being made.

   4. Inform you when the problem is fixed.

6. Feedback

   Your opinion matters to us. Sometimes if your issue was escalated, after you have been attended to, you will be invited to fill in a survey to rate us.

7. Changes to Terms and Conditions

   ThinkWide also has a right to change these terms and conditions for the customers. Any changes will be notified to you either through email or through the website

   Thank you for choosing ThinkWide. It is our responsibility to assist you in the best possible manner and for that we are here to help you. If you have any queries or clarifications to be made on these terms and conditions, feel free to contact us.

   1. It is a fully secure, cloud-based software solution; however, for larger organizations with specific data management policies, we can set up an in-house network implementation.

   2. It's a web-based teleradiology solution with DICOM support. X-ray, CT, and MRI reports are available online.

   3. It completely depends on the plan you choose. We offer three ThinkLab packages: Basic, Advance, and Advance +. The number of labs invoices you can create each month depends on the package you select. With our Advance + package, you can generate as many invoices as you need, no limits.

   4. Yes, all you must do is give us a call, and our experts will assist you in selecting the ideal package that suits your diagnostic and laboratory needs perfectly.

   5. No need to worry about where or when you use the software. You can access it from any device - be it your mobile, tablet, laptop, or desktop, at any time.

   6. There's no limit to it. You have the power to add or change things as you need through the administration.

   7. Absolutely! With administrative privileges, you can update, add, and even modify investigation rates along with other parameters as needed.

   8. Yes, extended subscriptions lasting three years or longer are eligible for discounts. Feel free to get in touch with us for more details and to discuss further.

   9. The precise features and capabilities offered determine how much each of our package's costs. We offer three packages: Basic, Advance, and Advance+. The price varies according to the plan you select, and each package has unique advantages. For detailed pricing information, please contact us directly or visit our website.

   10. We provide full customer support and training. Our team is here to help with any questions or issues you have. To assist you in efficiently using the software, we provide training. We can help, no matter what kind of support you require.

   11. Yes, there can be extra fees for some features or services. To get a complete understanding of any extra costs, please contact us directly for more details.

   12. Yes, the software can manage multiple locations or franchises, making it suitable for businesses with various branches or diagnostic centers.

   13. Yes, you can brand or customize the reports the software generates.