Installation

During installation, qualified and experienced Kestral technicians from our specialised Implementations team will be on hand to work with you in determining your requirements.

In consultation with your IT and related departments, our team will configure your Karisma system to reflect your personalised charge levels, patient identifiers, invoice batch rules and more.

There are four distinct phases of the implementation process:

Initial

The Initial phase of the installation includes the early stages of project planning and will end with the project manager completely prepared for the planning and preparation stages of the project.

Pre-Implementation

Concerned primarily with planning and preparation for the installation by the Kestral and client project teams, the Pre-Implementation phase will impart a sound understanding of the project’s scope to the project manager.

Implementation

The on-site commissioning and configuration of Karisma to your site’s requirements occurs during the Implementation phase. At phase end, the application will be functional, configured and tested with the site successfully taken to the go live date.

Post-Implementation

The Post-Implementation phase includes the go live date and the days immediately following where the site begins to use Karisma in the live or production environment. This phase also includes the first few weeks following the go live date to ensure any configuration changes that arise can be made.

When the Post-Implementation phase concludes, a Kestral consultant will visit the site to ensure there are no outstanding issues and to confirm the site’s successful transition to the Karisma platform.

Upgrades

Under our comprehensive maintenance agreement, Karisma customers receive a full upgrade to the latest version of the program as it is released. Patches and fixes will also be made available to customers if the need arises.

Our dedicated Karisma consultants will work with you to ensure the upgrade process occurs according to the needs of your organisation.

Maintenance Contracts

Kestral’s comprehensive Support and Maintenance Agreement covers a range of support options and software enhancement elements to ensure the very best after-sales service and support for Karisma users.

Included as part of the agreement are:

Bug Fixes

If for unforseen reasons the system is not completely operable due to a defective line of code in the program and so on, Kestral shall promptly rectify such defect or replace the software. Terms and conditions of available bug fixes, such as circumstances where coverage is not offered are outlined in the Support and Maintenance Agreement.

Standard Support

Dedicated Kestral support consultants will be on hand during normal business hours for assistance with any problem you may be experiencing with the program, including defects or errors. Upon receiving a request for assistance, Kestral will act as soon as practicable. Action may include advice over the phone, an on-site visit or remote connection to the customer site.

After Hours Support

Kestral support and technical staff will be available via our 24/7 support line for urgent or critical issues adversely effecting the site’s ability to work in areas essential to their functioning at that time.

Enhancements

Standard enhancements and releases of the Karisma software will be offered to Kestral customers with a valid support and maintenance agreement whenever they are made available. In addition, changes to the program arising from statutory amendments will be incorporated as necessary. Terms and conditions relating to site-specific enhancements are outlined in the Support and Maintenance Agreement.

Upgrades

All upgrades to the latest version of Karisma when it is made available will be covered by the Support and Maintenance agreement and incur no charge unless extenuating circumstances apply (such as site-specific requirements).

Medicare Upgrades

Kestral supports and updates the CMBS table for items relevant to pathology and medical imaging. In most cases, the site will be responsible for interpreting the CMBS changes for their own requirements.

Kestral Web Access

Access to resources available on the Kestral website; including documentation, tracking of tasks and correspondence, subscription to email user groups and more, will be granted to customers with a valid Support and Maintenance Agreement.

Our comprehensive agreement does not include support time for site-specific issues where clear documentation has been provided on the subject, nor guaranteed programming time. All of these support elements can be provided on a time and materials basis.

Enhancement Requests

At Kestral, we are always looking for ways to improve our products or to add new features that will be of benefit to our customers. If you are a new or existing Karisma customer looking for an improvement in a current feature or a specific feature not offered, you can contact Kestral to make a request for enhancement.

Once you have contacted Kestral via email, our consultants will collect the details of your request enhancement, evaluate requirements and discuss a possible solution with you.