Our objective is to achieve a level of support excellence for all our clients by providing them with:

  • Rapid response to their requests
  • Fast relief to high impact problems
  • Timely problem resolution based on the severity of the incident
  • High quality fixes and information

The Softway Medical Support Services are operated by a dedicated team of specialists.

Requests are logged into the Softway Medical Service Portal, and are assigned a severity level as well as a unique Request ID. This ID can be used to track the progress of the issue, and be routed to a resolution team. The Service Request is researched, resolved, or escalated as appropriate.

Customer issues that cannot be resolved by the Level 1 agents will be rapidly escalated to Level 2 for further assistance. Requests that require product code modification are passed on to the Software development team.

At all times, the client can access the request resolution status through the Softway e-Services portal.


Each client can log new requests through the secured Softway e-Services portal. This procedure enables the request creation process to be streamlined.

The request is automatically routed to the relevant support team and follows the standard resolution process.

Support contact for customers with a maintenance service contract

Tel.: + 33 4 88 71 13 36 Open 8.30am – 12.30pm / 1.30pm – 6pm, Monday to Friday, except bank holidays).


The technical hotline is open 24 hours/day and 7days/week