SUPPORT
Nurse Call System Support and Maintenance
For Direct Care Connect DCC™ nurse call system troubleshooting and maintenance, contact your authorized dealer or the Poltys Canada team by phone or through the contact form.
GET HELP
Where to go for assistance
Start with your authorized DCC dealer. They have the direct relationship with your community and bring in the Poltys Canada technical team whenever it is needed.
Your authorized dealer
Your first point of contact
Your dealer knows your site, your system and its history, so they can give you the most tailored support. They handle on-site service, hardware, quotes and configuration requests, and renew your Site Maintenance Agreement before it expires.
Reaches the Poltys technical support team for issues with your nurse call system. Include your site name and what you are seeing. For quotes or configuration requests, contact your dealer.
Phone
Call the Poltys technical support team when your nurse call system is not working as it should.
System down after hours? Sites with an Emergency Support Agreement raise it by email using the procedure issued with their agreement, and a Poltys support representative calls back within 60 minutes. How emergency coverage works
WHY IT WORKS
Support from the people who built your system
No call centre and no hand-offs to a third party. The team that develops DCC is the team that answers when you need help.
SITE MAINTENANCE AGREEMENT
What an active Site Maintenance Agreement includes
Your first year is included with every DCC software server licence. Coverage is per site, runs for twelve months and renews each year through your authorized dealer.
- Software updatesEvery DCC release during your term, including hotfixes, security patches and interoperability updates.
- Technical supportRemote help from the Poltys technical team by phone, email, Webex, TeamViewer or Teams.
- Cloud backup and restoreAutomated off-site backup of your alarm database and server configuration.
- System health alertsEmail and SMS alerts the moment a critical server component or connected device drops offline.
- Staff and dealer trainingRefresher sessions for new hires and new features, so the platform is used well on every shift.
- Expedited RMAPriority turnaround on hardware replacement, with replacement warranty coverage.
- Server recovery assistanceHands-on help rebuilding and revalidating your DCC server after a failure or replacement.
- Loyalty upgrade pathPreferred pricing on added licences, devices and services for sites in continuous coverage.
Using DCare Messenger?
Phones update iOS and Android automatically. Your DCC server does not. When a phone update needs a matching server release, an active Site Maintenance Agreement is how your site receives it, so the app keeps working.
Keep coverage continuous
Technical support and professional services require an active agreement, and support is provided for the current DCC release. Contact your dealer before your expiry date to avoid a gap.
24/7 EMERGENCY SUPPORT
For the night the system goes down
The Emergency Support Agreement is an optional annual add-on to an active Site Maintenance Agreement, priced per site. It covers every hour outside standard support, including weekends and statutory holidays, for one situation: your DCC system is down.
- 1Raise it by email
Use the emergency procedure issued with your agreement.
- 2A support rep calls back
Poltys responds within 60 minutes of receiving your emergency notice.
- 3Remote recovery
Your support representative connects to your server to restore service.
- 4Follow-up in hours
Anything short of a full outage continues during standard support.
Handled during standard hours
- Partial faults that are not a full system outage
- PBX, phone system and nurse call configuration changes
- Network work such as firewall rules and port forwarding
- New installations, scheduled in advance
Keep your site emergency-ready
- Stay on the current DCC release and registered on the Poltys licensing portal
- Book upgrades and configuration changes with Poltys during business hours
- Keep system and database backups current
- Maintain working remote access with administrator rights
Emergency coverage can be added at any point in your Site Maintenance term. Ask your authorized dealer or email support@poltys.com.
TERMS OF SERVICE
Agreements and warranty
The full terms behind your coverage. Each opens as a PDF.
NOT A DCC COMMUNITY YET?
See the platform and the team behind it
Review your current system, your deployment options, and how support works from day one.