FutureNet's technical service scope includes all FutureNet hardware and software for its digital dictation, transcription, and web-based patient record management systems.

Project Managers

FutureNet will appoint experienced support personnel from the service department to be in charge of each client's account.  This designated person will work closely with the client and other departments of FutureNet to take overall responsibility for the account.  Any requests for service, reports of system/application irregularities, or change of workflow should be directed to this person.  The project manager is responsible for configuration changes on the system, upgrades/updates of program statuses, and pending issues of the client.   Please be sure to give the following information when requesting any form of technical support:

• Your hospital, clinic, or company name

• Your name

• Phone number where you can be reached

• Description of the problem

Telephone Support

Clients can use FutureNet's toll free number at (800)923-4258 to reach the program manager or first-tier technical support personnel.  Often times, our support personnel will need to access your FutureNet system via Symantec pcAnywhere.  Calls from clients received during working hours (8:00 AM-5:00 PM PST) will be forwarded to either first-tier support personnel or the project manager.  After business hours, call (800)923-4258 and press 1 for support after business hours.  Our technical support personnel answer this line.  Leave a detailed message, and expect a call back within a few moments.

If you have a problem that requires immediate assistance, on-call technical support will respond within 15 minutes.  Emergency support is available 24 hours a day, 7 days a week, including all holidays.  If you have user training or other general questions, the Technical Support department will respond the following business day.

pcAnywhere is the primary tool for FutureNet to access the system installed at the client site.  For more information on this tool, please click here.

Fax

For non-emergency technical support requests, the client can send the request via fax to (626)357-5032.  FutureNet will respond within the same day if the information is received before 3:00 PM PST.

Electronic Mail

For non-emergency technical support requests, customers can email a request to support@futurenet-tech.com.  FutureNet will respond within the same day if the information is received before 3:00 PM PST.