Customer Support
Every G4PACS installation comes with round-the-clock support from engineers who know radiology.
How to reach us
| Support hotline | +1 505 422 4841 24 hours a day, 7 days a week for critical issues |
|---|---|
| [email protected] Monitored Monday to Friday, 08:00 to 18:00 CET | |
| Customer portal | Sign in to see your subscription, licence key and invoices |
| Remote support | Our engineers connect through the encrypted G4PACS remote support channel that is part of every installation. No third-party software is required. |
Have your licence key ready. It is on your account page in the customer portal and lets us find your installation immediately.
Response times
Every request is assigned a severity when it is logged. Times below are our commitments for customers on an active support subscription.
| Severity | Definition | Response | Coverage |
|---|---|---|---|
| Critical | Radiologists cannot read: archive, workstations or viewer unavailable for the department | 30 minutes | 24 x 7 |
| High | A modality, site or major function is unavailable, with a workaround in place | 2 hours | 24 x 7 |
| Normal | Degraded performance, or a fault affecting a single workstation or user | 1 business day | Business hours |
| Low | Questions, configuration changes, feature requests | 2 business days | Business hours |
Frequently asked questions
- The viewer says "No priors found" for a patient who has previous studies.
- Priors are fetched from the cloud tier when the patient is scheduled in the RIS. If the study was not scheduled, open the patient in the worklist and choose Fetch priors. Studies older than the local retention period may take a few seconds to arrive.
- A modality shows "Association rejected" when sending images.
- The modality's AE title, IP address and port must be registered on the archive under Administration, Modalities. After adding it, send a DICOM echo from the modality to confirm.
- Can referring physicians view images from home?
- Yes. The HTML5 Web Viewer works from any current browser. Access from outside the hospital network goes through the hospital's own VPN or single sign-on, as configured by your IT department.
- How do I add a diagnostic workstation?
- You do not need to install anything yourself. Adding a workstation is done by the team assigned to your account: open a support request or contact your account manager, and they will install, licence and calibrate it with you.
- Can I keep everything on premise?
- Yes. The long-term archive runs on your own storage with no cloud component at all. Many hospitals start this way and add a cloud tier later for disaster recovery or capacity. See Hybrid Cloud for how the two are combined.
- If I use the cloud, where is my data?
- In the cloud region you choose at installation. Recent studies also stay on the local cache for fast reading. Data never leaves the region you selected.
- How do I get my licence key?
- Sign in to the customer portal. The key is shown with your subscription and can be copied with one click.
Submit a support request
For critical issues, call the hotline. For everything else, use this form and we will reply by e-mail with a reference number. If you know it, the last four characters of your licence key (account page in the customer portal) and the installed version (Help, About on any workstation) help us find your installation faster.