WE DO SUPPORT...

Optinet Software  

All aspects of Optinet Software including installation, functionality and operation. In addition we actively record requests by users to change the Software, these are recorded as System Requests which are submitted to development for assessment. We will keep you up to date with these requests, please do not feel you have been ignored if you do not see instant changes to your interface.

OptiSave Back Up and Validation Software

All aspects of the OptiSave back up service.

WE DO NOT SUPPORT...

Chip and Pin

Users must contact Merchant / Providers own Help-desk.

Other Software / Hardware links

Links to other software not produced by Optinet are the responsibility of that Software Manufacturer. Optinet is only responsible for the data import which is usually the simple exchange of text files. We are not responsible for Teamviewer, Open Office products, etc.

Windows Operating System

Optinet is not responsible for any Microsoft Operating System or Microsoft products. It is essential that any PC is kept up to date with any Windows Updates for security and functionality. Optinet may not function if an operating system is not up to date. We cannot support unlicensed copies. As of April 2014, Microsoft is no longer supporting Windows XP. Please click on this external link to visit the Microsoft website for more details (link last checked 25/4/14)

Hardware

PCs not booting or errors with input devices such as the Mouse or Keyboard should be referred to the practice’s own local technicians/engineers or Maintenance Contract. Hardware provided by us will only be supported for a period equivalent to the manufacturer’s warranty. Beyond this period we cannot guarantee support. This applies particularly to device drivers. If manufacturers cease to provide drivers for hardware then by default we are unable to support that product.

Networking

Where possible, Optinet will support Workgroup naming, file level permissions and simple network connectivity. We do not guarantee that we can fix any Network issue. If we recommend using a network specialist then we have identified that the problem is beyond our technical scope. We do not edit router DNS / DHCP settings or troubleshoot networks. Using “Network Troubleshooter” is outside the scope of Support and calls should be directed to the practice’s own local Hardware Technicians/Engineers.

Printers

Users must keep any installation discs supplied with the printer safe! Users should be familiar with the installation, removal and configuration of printer software and also the manual operation such as replacing print cartridges/toners and paper. Support will help and guide but if the printer fails to print after all basics are checked (power, software installed, cables, and ink) then it should be resolved by a Hardware Engineer, for example if printer disappears from the Printer Control Panel. Printers should be able to print a windows test page and be networked if required.

Antivirus

Optinet can only give basic support for one virus checker at a time. This is because there are no common interfaces between the various antivirus products. To learn the idiosyncrasies of each antivirus software on the market is expensive and impracticable, as such we currently recommend AVG only. Removal of viruses and updating the antivirus software is handled between the User and the Antivirus Software Provider.