The Trellix\MedTeam Help Desk is dedicated
to providing you quality service and support.
7am to 7pm - Monday through Friday
you have a system malfunction, call the Trellix\MedTeam
Help Desk at (972) 418-1101 or, for non-critical issues, e-mail
the Trellix\MedTeam Help Desk; we're listed in your Outlook address book
within your clinic's mail group.
You should never leave your system logged in and un-attended.
If you must be away from your PC you must either log-out or lock
your computer screen. We
strongly recommend that you select the password enabled feature of the
screen saver on your PC. If
you do not know how to lock your PC's screen or set the screen saver
password feature, please contact your supervisor.
If your supervisor is not available, please call the Help Desk at
HIPAA rules require each user to have their own unique logon username
and password. You
must never give your password to anyone nor must you allow another
person to use a PC that you have logged into.
It is a security violation to do so and could result in
disciplinary action, including termination, by your management.
Only network administrators are allowed to use your username and
password for setup and troubleshooting purposes. Once this process
is complete you should change your password.
Support and After Hours Use
Please note that we use the time outside of normal business hours to
back up data, install new system updates, and perform system
maintenance. We often disable the network or certain applications to
accomplish our support tasks. So, if you plan to use the system outside
of your scheduled workday, please let us know as far in advance as
possible. We will do everything we can to reschedule our work so that
you can accomplish yours.
Normal business hours
network are defined as Monday through Friday,
6am to 8pm.
During these times, you have access to the Trellix
Community network and Help Desk support.
Clinics with scheduled extended hours, such as offices normally open on
Saturday, already have scheduled access to the system and network for
their extended schedule.
If your schedule changes to extend hours outside of
your normal operating hours, please let us know in advance so that we
will not perform our maintenance while you are seeing patients.
Upon request, we also offer on-going extended Help Desk support for an
additional fee. Please call your sales representative for more
We know there are times when you must work in the late evening or on
weekends -- just let us know ahead of time and we'll respond to your
request whenever possible. Without notice to us, you risk traveling to
your office only to find a system that is temporarily off-line. We
request notice as far in advance as possible and require at least 24
hours notice (48 hours for Sundays).
If you send an e-mail or leave a voice mail at the Trellix\MedTeam Help Desk (972) 418-1101, please leave sufficient return phone numbers
where we may contact you prior to and during your extended work hours.
Remember to leave your direct or back line phone number and not your main
number that might be forwarded to your answering service.
At times, when we cannot postpone our activities (for example, when we
are adding new customers to our network on a short deadline), we will
work to find a solution that meets your needs. Our goal is to keep your
system working at it's very best without
interrupting you. The after-hours maintenance keeps your systems tuned,
your data backed up, and your system response time at its best.