The Trellix\MedTeam Help Desk is dedicated to providing you quality service and support.


Hours of Operation: 


              7am to 7pm - Monday through Friday


Telephone: 


              (972) 418-1101

Should 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.

Security
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 (972) 418-1101.

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.

Systems 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 for user access to the Trellix\MedTeam 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 information.

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.

Site Links

  • Anti-Virus Updates
  • CMS Mail List - Free email subscription service, which allows CMS.HHS.gov users to receive notifications by e-mail when new information is available. With a subscription profile, you get the updated information on the items of interest to you automatically without having to return to the website and check for changes.
  • End of Support - WindowsXP based PCs
  • Your E-mails Don't Last Forever.  Do not keep your important e-mails in the Deleted Items or Sent Items folders.  Read this guide on how to safely store your personal and important e-mails for the long term.
 
 
 
 
 
 

 

 
   2006 Trellix Engineering Corp.