Support Services Policy

1 . About this policy

This policy explains how to access support from FMC for Dentistry OS, the services available and how we handle your requests.

Platform support is available for all Dentistry OS products, including Dentistry Compliance, Dentistry HR, Dentistry Consent and Dentistry CPD. Compliance guidance is included for Dentistry Compliance Pro subscribers and customers on the legacy Total Compliance subscription. HR advice on employee matters relating to your business, including document review, is available to Dentistry HR subscribers. The scope of HR advice and its exclusions are set out in sections 4 and 10.

Please check your contract terms or contact our support team if you are unsure as to which subscription you are on.

2. Contacting our support team

Please use the contact details for the product you need help with. You can also find guides and answers to common questions at:

Dentistry Compliance Knowledgebase

Dentistry HR Knowledgebase

HR, Compliance & CPD support forms:

Submit a Ticket on Dentistry Compliance

Submit a Ticket on Dentistry HR

Submit a Ticket on Dentistry CPD 

The ticket forms are available for Dentistry HR, Dentistry Compliance, and Dentistry CPD enquiries. For Dentistry Consent, please use the email address above.

For an existing request, please reply to the same email conversation so we can keep the information together.

3. Support hours

• Support days: Monday to Friday, excluding bank holidays in England
• Telephone support: 9:00am – 5:00pm
• Email and online support: 9:00am – 5:00pm

All times are UK local time, using GMT or BST as applicable. Working days in this policy mean the support days listed above.

Requests received outside support hours, including security reports, will be responded to after support reopens, in line with the initial response targets in section 7.

4 Support included in your subscription

We help customers access and use the services included in their subscription. Depending on your product and package, this may include platform guidance, access assistance, technical troubleshooting, onboarding, training and professional advice.

Inspection support provides preparation advice and recommendations.

HR advice covers employee matters relating to your business and includes reviewing documentation you provide relating to any HR queries. Consultancy services, such as drafting contracts or other HR documentation on your behalf, are not included.

Please contact us if you are unsure which services your subscription includes.

5. Onboarding and training

Onboarding and training are delivered remotely using Microsoft Teams. All products include unlimited training and support for the services within your subscription. HR and Compliance training sessions can be arranged using the booking links below:

Dentistry HR

Dentistry Compliance

To arrange Dentistry CPD training, email CPDsupport@fmc.co.uk. For Dentistry Consent training, email consentsupport@fmc.co.uk.

We will explain any information or preparation needed from your practice. The timing of setup and training depends on the agreed programme, availability and receipt of the information needed to configure your account.

6. Information to include in your request

To help us understand and investigate your request, please provide:

• Your name, practice or group name, and contact details.
• The product affected and a description of the issue or question.
• When the issue started and which users or practices are affected.
• Its impact on your work, any relevant deadline and any steps already tried.
• Relevant error messages or screenshots, with unnecessary personal information removed.

Please highlight time-sensitive matters, such as an inspection date or scheduled HR meeting, so we can assess the urgency.

7. Priorities and initial response times

We assess priority using the impact of the request, the number of affected users or practices, any workaround and any relevant deadline. This assessment also applies to advice enquiries, including time-sensitive employee matters and inspection preparation. We will review the priority if the impact changes.

Our initial response targets are shown below. Any specifically agreed service levels apply as set out in your subscription agreement.

Response times are measured during the relevant support hours in section 3. Time outside those hours does not count. The response period starts when we receive your request during those hours, or at the next opening if it arrives outside them, and pauses at closing time until support reopens, unless a different arrangement is agreed.

An initial response means a member of our team has reviewed your request and replied with assistance, questions or next steps. An automated receipt confirms delivery but does not count as this response.

Response times and resolution times are different. A request may require further investigation or specialist input before it can be resolved.

8. Handling your request and keeping you updated

We will assess your request, explain the next steps and let you know if we need further information. Where appropriate, we may suggest a workaround or arrange a remote support session with your agreement.

If specialist or development input is required, our support team will coordinate the referral and remain your contact. We will explain the next steps and when you can expect a further update. For unresolved support requests, we aim to provide updates according to their current priority:

• Critical issues and significant service interruptions: at least once each support day while the disruption continues.
• High: at least once each support day while the high-priority impact continues.
• Other unresolved support requests: at least every five working days.

For critical issues and significant service interruptions, we will also provide updates when there is a significant change in the situation, a useful workaround becomes available or the service is restored. Each update will explain the current situation, any action customers can take and when the next update is expected. Updates are provided during our published support hours.

Updates may confirm that an investigation is continuing, even where there is no new progress. If we agree a different update schedule with you, including for a longer-running development issue, we will confirm the next contact date. Updates about wider service interruptions may be provided through the channels in section 11.

If information is needed from you, delays in receiving it may affect progress. We will tell you before closing an inactive request and explain how to resume it.

Feature suggestions are recorded for consideration. They do not receive routine progress updates unless a follow-up has been agreed. We will only confirm a delivery date when one has been agreed.

9. Working with us and sharing information safely

Please provide accurate information, use a supported browser or device and make an authorised contact available where needed.

Never send passwords. Share only the information needed for your request and remove unnecessary patient or employee information from screenshots and documents. If sensitive information is required, we will explain how to share it appropriately.

For remote sessions, please close unrelated records before sharing your screen.

Report suspected unauthorised access or other security concerns to support@fmc.co.uk. Reports received outside support hours will be responded to after support reopens, as explained in section 3.

10. Services outside standard support

Unless included in your subscription or a separate agreement, standard support excludes:

• Resolving faults in your own devices, local network or internet connection.
• Support for external software outside our supported integrations.
• Bespoke development, extensive data migration or administrative work carried out on your behalf.
• On-site services or specialist representation beyond the agreed scope of advice.
• Consultancy services, such as drafting contracts or other HR documentation on your behalf.

If a request falls outside your included support, we will explain whether we can help and any available options. Where additional work is available, we will agree any charges with you before work begins. Services already included in your agreement remain available as agreed.

11. Service interruptions and maintenance

We will communicate significant service interruptions and available workarounds through email notifications and in-platform notifications. Updates will follow the approach in section 8 and will explain when the next update is expected.

Where planned maintenance is expected to affect use of the service, we will provide notice through email notifications and in-platform notifications. Urgent maintenance may require shorter notice; we will provide information as it becomes available.

12. Escalations and complaints

If you are concerned about the handling of a request, or its impact has increased, please call your usual product support number in section 2 and ask for the request to be escalated. Include your name, practice or group name, the reason for escalation and any relevant deadline.

To make a complaint about the service received, please email support@fmc.co.uk with your name, practice or group name, any relevant ticket reference and a description of your concern. This inbox is monitored by our Customer Success team.

We will acknowledge your complaint within five working days and confirm who is handling it. Your complaint will initially be reviewed by a Customer Success team member who supports the relevant product. We aim to provide a written response within ten working days of receiving your complaint.

Where further investigation is required, the complaint will be referred to the Head of Customer Success. This referral does not restart the ten-working-day response period.

Our response will explain our findings and any action we propose to take. If we need more time, we will explain the reason before the response target expires and confirm a new response date.

If you remain dissatisfied, please reply to request a further review by the Head of Customer Success. We aim to provide the review outcome within ten working days of receiving your request. If more time is needed, we will explain why before that target expires and confirm a new response date.

These timescales apply to the complaint process. Any associated support issue will continue to be handled according to its assessed priority under section 7.

13 Policy information and updates

This policy should be read alongside your subscription agreement and service description. Changes will be communicated and applied in accordance with your agreement.