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Puzzle Care team provides hands-on support you can count on, whenever issues arise
Beyond remote support, we respond directly when issues occur, following a structured protocol to ensure timely and reliable resolution in clinical settings.
Step 1
Initial response and case log
Multiple channels for issue
reporting
Multi-channel reporting mechanism, including the
in-solution ‘Feedback’, phone, messenger apps, and
email—making it easy to reach support.
Issue classification and on-site response assessment
Reported issues are categorized by type, such as
network, hardware, or software along with immediate
on-site support is evaluated.
Step 2
Ensuring the right response from the start
Determination in advance whether the issue can be resolved remotely and confirm schedule.
Remote Resolution Assessment
For on-site support, confirmation with organization for credentials, scheduling, equipment access ensuring efficient action plan.
Pre-Visit Preparation
Step 3
Remote and On-Site Resolution
Communicate with
user to reproduce
reported issues
and identify cause(s)
Determine network status,
conflicts in security protocols,
and resolve via configuration, resets,
or related adjustments
For on-site, associated hardware
are inspected and replaced
as needed and updates to
relevant departments
Step 4
Resolution Reporting
Completed actions are documented
in a case log for report analysis
Completion is verified in accordance with policy
with sign-off and visual/image confirmation
Step 5
Ongoing Care and Proactive Prevention
Optimized follow-up actions and issue prevention management for clinical environments
Technical support summary report is provided outlining root causes, actions taken, and preventive guidance
Bug reports and enhancement requests are shared through a feedback loop with Puzzle Development and Care teams to drive continuous improvement
Monthly remote or on-site reviews are conducted to proactively identify and prevent potential issues
Puzzle AI dedicated issue response
care teams
We respond rapidly with specialist team members and
departments based on the type of inquiry.
AI Speech
Recognition
Feedback is reviewed directly by the research team, with model updates applied to the server whenever additional training is required
Functional Issues
and Errors
Issues registered through the domestic business team are tested by the QA team, and changes are developed in cooperation with the development team.
Custom Features and
General Inquiries
Dedicated team members provide direct support for user-specific customization settings and respond to general questions
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