Customer support policy

Every plan includes onboarding, data migration, report template design, staff training, and ongoing support by phone, WhatsApp, email and video call. None of these is charged separately, and training for new staff you hire later is included for as long as you remain a customer.

Monday to Saturday, 9:00am to 9:00pm IST. Sunday, 10:00am to 6:00pm IST.

Issues that stop you billing or releasing reports are covered outside these hours through the emergency number provided to every customer at onboarding.

These are the targets we hold ourselves to. They are commitments of intent rather than contractual service levels, except where a separate agreement says otherwise.

Premium plan customers are placed in a priority queue. Multi-branch chains are assigned a named account manager who knows their configuration and does not need it re-explained.

Anything concerning the accuracy of a released report is treated as critical regardless of plan. Call us before releasing a report you have doubts about. We will look at the record with you immediately and identify whether it is a template, formula or data-entry issue.

Our staff cannot access your data without your explicit, time-limited grant for a specific issue. Every access is logged and visible to you in your activity trail.

If an issue is not progressing, ask for it to be escalated — our team will not take offence. If that does not resolve matters, write to support@diagnosuya.com marking it for the support manager, and if necessary to hello@diagnosuya.com for a director.

We support our software. We cannot troubleshoot your internet connection, your printer drivers, your analyser hardware or your computer's operating system, though we will usually try to point you in the right direction.

We also cannot advise on clinical matters, on your regulatory compliance, or on what your reference ranges should be. Those are matters for your pathologist and your advisers.