The lab
The name on the licence, and the plan you paid for. If the key was moved to another computer, say which machine you are on now. We confirm the licence belongs to your lab before we move it.
Help with the software.
Call, WhatsApp or email while the plan you paid for is active. Give the lab name and the step you were on. We are available Mon–Fri 9:30 AM–7:00 PM, Sat 9:30 AM–5:00 PM. A reply the same day is the aim. It is not a promise that the fault is fixed in that time.
Before you call
Three things, then we can open the right screen.
A long mail is not needed. These three lines are what we look for first, whether you phone, send a WhatsApp or write to hello@webforest.digital.
The step
Booking, a result, printing, the day’s accounts, backup, or the licence key. One sentence on what you clicked, and what the screen did instead. “It is not working” on its own does not tell us which step.
The message
If the software showed a line of text, send a screenshot. The wording matters more than a description of the box. On WhatsApp, the picture can go in the same chat. On email, paste it in the message. An attachment is not required.
What we look at
The software on your computer.
Install on a machine that meets the published requirements. Activate a licence, or move the key once we have confirmed it is yours. Booking, result entry, report printing, accounts, the built-in backup, and updates that come with the plan you have already paid for.
If you want us to see the screen, ask for a remote session and stay on the call. Take a backup first. We look only at the step that failed. Your patient file stays on your computer. If you send us a copy, we delete it after the job.
Not part of ordinary support
We do not visit the lab unless that visit is agreed separately, in writing. We do not repair the computer, the printer, the network or Windows itself.
A custom report, an analyser connection, or moving old data is a separate job, not a support call. Whether a clinical result is correct stays with qualified staff in your lab. We do not interpret it.
Help with the software lasts for the plan you paid for. When that period ends, the licence does not continue on its own.