HotDoc Support’s Pledge to Medical Centres During COVID-19

With medical centres under the pump during COVID-19, we’re doing everything we can to help them keep their heads above water.

Meet (from top left to bottom right) Adi, Agnes, Steph, Katie, Rowan, Ellie, Nicki, and Dan, who are holding the HotDoc Support fort, while working remotely.

Phone support in 2-3 hours

While our phone lines have been crazy-busy, and it took us a couple of days to adjust, we’re proud to share that we’re typically resolving clinic tickets within 2-3 hours during business days. While this isn’t quite the ‘less than 30 minutes’ goal the team is used to achieving, 2 hours is world-class considering the spike in workload. 

It’s important to note that while we can’t promise clinics that we’ll be back to them in less than 3 hours, 99% of the time we hit this target. Our pledge is to do our best to keep support wait times short and to action things fast.

Self-service support 24/7

While our in-person support is available during business hours, we’ve also been working hard to create an extensive library of self-serve resources at our Clinic Support Page. Clinics can use this library to set-up HotDoc products and troubleshoot errors on their own (if this is their preference).

If you do want to self-serve and your enquiry is related to COVID-19, we recommend you start at our COVID-19 Support FAQs page.

The COVID-19 Info Hub

We’ve also built a COVID-19 Info Hub to help clinics keep up-to-date on all of HotDoc’s COVID-19 efforts.

The Hub is designed to be the first port of call for clinics who need support during COVID-19, whether that’s a product to help your practice run more safely, collateral to educate your patients on the virus, or resources to keep your team running efficiently.


If you have any feedback for our Support team, we’d love to hear from you. Please email [email protected].

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