Three ways to reach us
- Live chat on iscript.live or inside your tenant. Click the chat bubble, tell us who you are and what you need. A real person replies.
- Email support@iscript.live. Every email becomes a ticket with a reference number.
- Phone 011 392 4307, Monday to Friday, 08:00 to 17:00 SAST.
What to include
The fastest resolutions come from messages that include:
- Your practice name and tenant address (for example
https://yourpractice.iscript.app) - The screen, patient or invoice reference where the problem happened
- A screenshot of any error message
- Roughly when it happened
What to expect
| Severity | Example | First response | Resolution target |
|---|---|---|---|
| P1 - Practice cannot operate | Nobody can sign in; claims are not switching | 30 minutes (business hours) | 4 business hours or workaround |
| P2 - Major function impaired | One module is down for one practice | 2 business hours | 1 business day |
| P3 - Minor issue, workaround exists | A report prints incorrectly | 1 business day | 3 business days |
| P4 - Question or request | How do I... / feature request | 1 business day | Answered or logged |
Support hours are Monday to Friday, 08:00 to 17:00 SAST, excluding South African public holidays. Messages outside those hours are logged and picked up first thing on the next business day. If your practice cannot operate at all, write URGENT and your practice name in the message and our on-call engineer is paged.
Escalation
If you feel a ticket is not getting the attention it deserves, reply in the same conversation with the word escalate. It is raised to the Platform Engineering team and to the Managing Director the same day.