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The Datix technical support desk is open 09.30 - 17.00 UK time Monday to Friday, excluding English bank and public holidays.

Email: support@datix.co.uk | Telephone: +44 (0)20 8971 1963 | Forum: http://forums.datix.co.uk/forum/

Popular Queries

How can I contact technical support?

Email your enquiry to support@datix.co.uk. Please include as much detail as possible. Screenshots and videos used to illustrate your query are very welcome! Alternatively call +44 (0)20 8971 1963.

What version of software has the SIRS reporting features in?

The CFSMS introduced new requirements for the capture and reporting of security incidents from 1st April 2010.

Changes introduced to the Datix software in order to meet these new requirements for recording information and uploading it to SIRS (Security Incident Reporting System) are available in version 10.1.1.0  of the Datix application, released in April 2010.

Version 10.1.1.0 is available via the FAQ forum and Datix technical support

How often does Datix release software?
Type Description Frequency

Major platform release

e.g v10.0

Datix classifies a Platform release as one which contains major changes to the underlying architecture, major changes to the functionality of the product or major changes to the look and feel of the product. Major platform contain, where relevant, all rolled up functionality from previous releases and services packs.

Approx every 24 months

Major version release

e.g v10.1

Datix classifies its major versions as a software release that contains significant feature enhancement(s). These are released every 6 months, and are suited to organisations that are happy to upgrade regularly to take advantage of a broader range of functionality, and are also suited to customers wanting to be early adopters.

 Every 6 months

Service pack release

e.g. v10.1.1

Datix classifies its service packs as a software release that contains bug fixes, patches, and the occasional feature enhancement. Service packs are designed to maintain the integrity, security and stability of a major release, and to ensure the credibility of the natural lifecycle of the product. Each major release will be supported by up to 2 service packs, released 3, then 6 months, after the initial release.

2 releases, 3 and the 6 months after a major release
How can I be notified of Datix software releases?

Details of all releases are posted on the FAQ forum. Simply subscribe to the Datix Release Notes board to receive an email when any updates to the board are made. Instructions on how to do this are on the Release Notes board.

Alternatively subscribe to the Release News feed

Do I have to pay to upgrade?

No. Your annual charge includes software maintenance. This means that you are able to receive software upgrades without additional cost. Full instructions are provided by Datix for installation by your IT department

Datix provide a upgrade service which is charged at either a hourly rate if we have remote access or a daily rate if the engineer attends your site. To request the Datix upgrade service, e-mail support@datix.co.uk

My IT department are about to run the upgrade, where can I get the upgrade files and instructions from?

All the information required to upgrade is available on the Release Notes board of the FAQ forum. Alternatively contact support@datix.co.uk

What is the difference between the FAQ forums and the e-forums?

The FAQ forum is a web based discussion forum for Datix users. It also includes sample documentation supplied by Datix clients e.g newsletters, job descriptions, policy documents, sample web forms. This is also where Datix posts release notes, upgrade files, information on known issues, "How do I?" documentation.

The e-Forums are a series of email-based discussion forums for Datix users. They are based around the healthcare sectors e.g. Acute, PCT. Typical topics are patient safety issues, sample documentation on policy dopcuments, job descriptions, newsletters and all things patient safety related.

Both are provided free of charge for Datix clients and are managed and moderated by Datix Ltd.

How do I join the FAQ forums?
How do I join the e-forums?

Send an email to datix_acute-join@datix.co.uk to join the acute healthcare e-Forum

Send an email to datix_pct-join@datix.co.uk to join the primary care e-Forum

Send an email to datix_mht-join@datix.co.uk to join the mental health/learning disabilities e-Forum

Send an email to datix_ambulance-join@datix.co.uk to join the ambulance service e-Forum

How do I unsubcribe from the e-forum?

datix_acute-leave@datix.co.uk to leave the acute e-Forum

datix_pct-leave@datix.co.uk to leave the primary care e-Forum

datix_mht-leave@datix.co.uk to leave the mental health/learning disabilities e-Forum

datix_ambulance-leave@datix.co.uk to leave the ambulance service e-Forum

How do I find out what version of Datix I am using?

Click on the Help menu and choose About. A dialog box will display the version of software, licence name, the number of users licensed to use the software and the expiry date of the licence.

In DatixWeb, the version number is displayed in the bottom left corner of every page.

My licence is about to expire. What do I do?

New licence keys are normally sent in advance of your license expiry date. If you have not received your licence key please contact the licence renewals team on accounts@datix.co.uk or on +44 (0)20 8971 1955

I am locked out of Datix, who do I contact?

Contact your Datix administrator. If you are the only Datix administrator in your organisation and are locked out, please contact Datix technical support on support@datix.co.uk or +44 (0)20 8971 1963.

 

If your query is not list here, try the FAQ forums or submit a support request

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