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Shinel Care

Hospital support

How to reach us, what to tell us, how fast we answer, and what a support visit covers.

Phone / WhatsApp: +91 89681 41585

For urgent problems: the software is not opening, billing has stopped.

Email: [email protected]

Anything. Best for problems that are not urgent, and for sending the support file.

UltraViewer (screen sharing)

When we need to see your screen. We will ask you to start it.

Working hours: Monday to Saturday, 10 am to 7 pm (India time), except public holidays.

What to tell us

Five things help us fix it fast

  1. Hospital name, and your name and phone number.
  2. What happened, in your own words. "Print button does nothing on the front desk computer" is perfect.
  3. When it happened, and whether it keeps happening.
  4. The reference code, if the screen showed one (below).
  5. A photo of the screen, if you can.

Do not send patient details (names, phone numbers, reports) on email or WhatsApp. We never need them to fix a problem.

How to send us support info

If we ask for the support file, on the main computer:

  1. Open Start menu > Shinel Care > Tools > Collect Support Info.
  2. It makes a zip file on the Desktop.
  3. Email that zip to [email protected].

The zip has no patient records and no passwords in it.

Reference codes

E- and U- codes: please quote them

When something goes wrong, the screen may show a short code. Read it out or write it down exactly. It lets us find the exact error in the logs without seeing any patient data.

E-XXXXXX for example E-7K3QF9

Something failed on the main computer (the server) while saving or loading.

What you do: note the code and what you were doing. Try once more. If it happens again, send us the code.

U-XXXXXX for example U-4M2PX8

A screen crashed in the browser on that computer.

What you do: note the code. Press Open again on the screen (no data is lost). If it happens again, send us the code.

If the main computer is set up for alert emails, we often know about the problem before you call.

How fast we answer

How serious is it?

1. Critical: The hospital cannot work

Software does not open on any computer. Billing or saving does not work for anyone. Data looks missing.

We reply within2 working hours

Fix or workaround withinSame working day (remote)

2. High: One important part is broken

Printing does not work. One computer cannot connect. Backup failed.

We reply within4 working hours

Fix or workaround within1 working day

3. Normal: A problem with a way around it

A report shows a wrong total. A screen looks wrong.

We reply within1 working day

Fix or workaround withinNext update, or sooner if easy

4. Question or request: How-to or a new idea

"How do I add a new service?" "Can you add a new report?"

We reply within2 working days

Fix or workaround withinAnswer in 2 working days. New features: we tell you if and when.

Times count only working hours. They apply to hospitals with an active Annual Maintenance Contract (AMC). Without an AMC we still help, but on a paid, best-effort basis.

If you think data is missing or wrong, stop and call us before doing anything else. Do not reinstall or restore a backup on your own. Every backup is kept, and most problems can be fixed without losing anything.

Remote help

Most problems are fixed remotely, the same day

  1. Step 1

    Download UltraViewer

    Get it from the official UltraViewer website on the computer that has the problem, and open it.

  2. Step 2

    Find the ID and password

    UltraViewer shows an ID and a password on its screen.

  3. Step 3

    Share them with us on the phone

    Read out the ID and password when we call. Someone from the hospital stays at the computer the whole time and sees everything we do.

Official UltraViewer download

This opens ultraviewer.net. We never host the file ourselves.

Our rules for remote sessions

  • We only connect when you start the session. We never keep a permanent password or unattended access.
  • We do not copy patient records or files off your computer.
  • We look at patient screens only when the problem needs it, and only for as long as needed.
  • Each session is noted in our support log (date, who, what was fixed).
  • When we are done, we tell you what we changed. You close the session.

Updates

We release updates to fix problems and add features. Updates never delete your data, and the updater takes a full backup before it installs. To install: Start menu > Shinel Care > Tools > Check for Updates, or we do it for you over UltraViewer.

Support visits

When a problem cannot be fixed remotely, we visit

A visit covers

  • Finding and fixing the software problem.
  • Re-installing or updating the software, keeping all your data.
  • Checking that backups are running and that a backup can be restored.
  • Connecting a new or replaced computer, phone or tablet to the software.
  • Setting up a printer to work with the software's prints.
  • Short refresher training for staff (up to 1 hour).

Not covered (we can help, charged separately)

  • Repairing computers, printers, routers or other hardware.
  • Windows problems, viruses, or antivirus settings not caused by our software.
  • Internet or Wi-Fi network setup beyond connecting our software.
  • Re-entering data that was entered wrongly.
  • New features or custom reports.

How many visits are included each year, the charge for extra visits and travel outside the city are written in your AMC.

Report a problem

Tell us what went wrong

For urgent problems, call or WhatsApp us as well.

WhatsApp us

Not happy with the support? Email [email protected] with "Complaint" in the subject. The owner of Shinel Studios reads these and replies within 2 working days.

Do not include patient names or details. No patient names, phone numbers or reports here or in the screenshot. We never need them to fix a problem.