Service Warranty and Support Terms

Scope of the warranty

During an active paid subscription, OnlineReport is supported for the features included in the center's selected plan and documented configuration. The service is intended to operate through supported browsers, configured integrations, and the infrastructure agreed for that deployment.

Software defect support

If a reproducible software defect prevents an included feature from working as described, the support team will investigate and use reasonable efforts to provide a correction, workaround, or configuration guidance.

• The report should include the center name, affected user role, date and time, and steps that reproduce the issue.
• Patient-identifying information should not be sent through an insecure support channel.

Service availability

OnlineReport is designed for continuous clinical use, but uninterrupted availability is not guaranteed. Planned maintenance, emergency security work, internet disruption, infrastructure failure, or unavailable third-party services may temporarily affect access. The team will restore service as reasonably possible within the available infrastructure.

Clinical output and physician review

Transcriptions and generated reports are assistive drafts, not guaranteed diagnoses. The reporting physician must review the transcription, measurements, patient information, warnings, and final report before approval. The warranty does not cover clinical decisions or reports finalized without appropriate physician review.

Center responsibilities

Each center is responsible for maintaining valid accounts, secure credentials, lawful patient-data handling, suitable devices, reliable connectivity, and accurate HIS or PACS configuration. The center must also keep any locally managed server, bridge, database backup, certificate, and network rule in an operational state.

Items outside warranty coverage

• Unauthorized changes to application code, database structure, server settings, or security configuration.
• Failure of the center's hardware, operating system, network, domain, firewall, certificate, HIS, PACS, email service, or external model provider.
• Poor or incomplete audio, incorrect patient data, unsupported files, misuse, or use outside the selected subscription plan.
• Data loss where required backups were disabled, unavailable, corrupted, or managed outside OnlineReport.

Updates and compatibility

Supported updates may include defect corrections, security improvements, and compatible interface changes. A center that delays required updates may be asked to update before an issue can be investigated. Major custom work, new integrations, and changes outside the subscribed features require separate review and approval.

Available remedies

Depending on the verified issue, the available remedy may be a software correction, configuration change, workaround, restoration from an available valid backup, or another remedy stated in the center's written agreement. Refunds, service credits, or financial compensation apply only when explicitly included in that agreement or required by applicable law.

How to request support

Use the consultation form on the main website or the support channel provided to your center. Include enough technical detail to reproduce the issue, but do not send patient information through ordinary email or messaging unless an approved secure channel has been provided.