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Pro-Tracking Customers,

As part of our ongoing efforts to integrate Pro-Tracking into the PointClickCare family of products we are making a few changes to the support of Pro-Tracking. Beginning Feb 3rd, 2014 we will be switching Pro-Tracking support to the unified PointClickCare help desk. As part of this change PointClickCare will no longer be able to support password changes.

The new contact information is:
Toll Free: 1-877-722-2431
Email: helpdesk@pointclickcare.com or support@pointclickcare.com

Will PointClickCare no longer support password changes?
In order comply with HIPAA requirements we are making a change to our password reset and user management process. We are providing all our customers with administration rights to be able to manage your users and their passwords. This will ensure that the end user is verified by someone within your organization or facility, increasing the security of your data. Additionally, this process provides your organization with better insight over your users and their access to resident data.

Why are we making this change?
This change is being made in compliance with HIPAA rules.

When does the change go into effect?
As of February 3, 2014 PointClickCare will no longer support password resets.

What do I do if I need my password reset?
Contact the Pro-Tracking Administrator for your facility and they will reset your password and set up any new users for your facility.

How do I know who my Administrator is?
Your Administrator will be sending out a communication letting you know.

Help Desk Reminders:

  1. PointClickCare does not reset Passwords for users. You will need to contact your Pro-Tracking Administrator
  2. PointClickCare Support only assists users who have been trained on the application. If you have not yet been trained, please contact your Internal/corporate training resources.
  3. If you are currently in the implementation process please contact your trainer.
  4. When entering the description on the support form, examples and steps to recreate the issue are extremely important to help resolve issues more quickly. All valuable information is appreciated.
  5. It is extremely important to get the urgency of your case set correctly. PointClickCare reserves the right to reprioritize any case to follow the scale (as shown below) without notice.
CASE URGENCY RATING SCALE
URGENT / CRITICAL - A condition preventing users from accessing or using a critical function of PointClickCare.
HIGH / SERIOUS - A condition preventing the user from meeting production processes/schedules or is making production materially more difficult or costly for the user.
MEDIUM / IMPORTANT - A condition in which PointClickCare is performing in an unpredictable manner or is producing incorrect results but is not materially impacting production or business processes/schedules.
LOW / INCONVENIENT - A condition in PointClickCare that inconveniences the user.