Support

What are the categories of outages?

Last updated
May 1, 2026

We use a four-tier severity matrix:

  • P1 — Critical: Major service down or data-security event. Response within 1 hour, workaround within 4 hours, resolution target within 24 hours.
  • P2 — High: Significant function degraded with no workaround. Response within 2 hours, resolution target within 2 business days.
  • P3 — Medium: Minor defect or performance issue with a workaround. Response within 1 business day, resolution in the next release or within 10 business days.
  • P4 — Low / Feature Request: Cosmetic issue or enhancement. Triaged into the roadmap with an ETA after grooming.

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General
How do I report a bug?
How do I get technical support?
Access
How do I access Doctor Dash?
Can I access Doctor Dash on my mobile device?
How do I log into Doctor Dash?
What do I do if I forget my password?
What is multi-factor authentication (MFA)?
Why do we need multi-factor authentication (MFA)?
Is multi-factor authentication (MFA) done by email or phone?
How do we invite users to our organization?
Getting Started
How do the profile settings work?
What can I customize in the profile settings?
How do we create new users in our organization?
How do I open and close the navigation menu?
Patients
How do you create a patient?
What do the “Recently Viewed”, “All”, “Incomplete”, “New”, and “External” tabs mean on the patients page?
How new are the patients in the “New” tab
How do you find or search for a patient?
How do I find all patients missing a health card or phone number or email?
How do I sort the list of patients?
How do I filter the list of patients?
How do view more than 10 patients at a time on the screen?
How do I view detailed information on a single patient?
Patient Chart
How do I view a patient’s demographic information (contact info, health card number, insurer, referral source, etc.)?
Does each patient have a unique identifier in Doctor Dash?
What is the “Own Health Patient ID?”
How do I view, add, update, or remove a patient’s referring physician, family doctor, or pharmacy
Do patients need to have referring physicians?
How do you send emails or SMS messages to patients?
How do you edit patient demographic information?
Where do faxes and documents for patients appear on the patient chart?
How do I open or edit documents on a patient chart?
How do I upload files on a patient chart?
What is the merge function on the patient chart?
What is DashConnect and how does it work?
Where do photos appear on the patient chart?
How do I view or edit photos on a patient chart?
How do I upload photos on a patient chart?
How do I create a label and print it?
How do I create an invoice for a patient?
What are admin notes on a patient chart?
Where can I see a patient’s appointment history of booked, rebooked, or cancelled appointments and who did what on the patient chart?
How do you change primary physician ownership of a patient?
How do you validate OHIP numbers for a patient?
What is the difference between an appointment note and a new clinical note?
How do you view or edit note templates?
What are community notes?
How do you leave a community note on a specific patient?
How do you mark a community note urgent?
Appointments, Services, and Schedules
How do I view my organization’s appointments?
How do I view a specific physician’s schedule?
Can I adjust the schedule to view the appointments by day?
Can I adjust the schedule to view the appointments by week?
Can I adjust the schedule to view the appointments by month?
How do I view the schedule as a daysheet?
How do I adjust the schedule to show a different provider’s daysheet?
How do I search for a specific patient within the schedule?
How do I create an appointment?
How do I view the details of a given appointment?
How do I rebook an appointment?
How do I print the appointment label, encounter note, address label, or demographic label of an appointment?
How do I cancel an appointment?
How do I delete an appointment?
How do I validate the health cards of the patients on the schedule?
What does the dark grey part of the schedule mean?
What is a service?
How do I create a service?
How do I view, add, update, or remove a physician’s schedule?
What is a schedule?
How do I create a schedule?
How do I view, add, update, or remove a physician’s schedule?
How do I manage regular and temporary availability for a physician?
Faxes and Scans
How do I set up my organization’s fax system?
How do I view my organization’s incoming faxes?
How do I create a patient and attach the fax?
How do I search for and delete duplicates?
How do I view my organization’s outgoing faxes?
How do you see if an outgoing fox failed?
How do you resend an outgoing fax?
How do I view my organization’s incoming scans?
How do I set up our organization’s scan inbox?
Billing
We do our billing through ClinicAid, how does the feature work in Doctor Dash?
We are using private billing, how do we maintain inventory?
How do we create an invoice?
How do we review all invoices?
Pathways and Flags
What are pathways?
How do I create a pathway?
How do I view, add, update, or remove my pathways?
What are pathway instances?
How do I view, add, update, or remove my pathway instances?
What are flags?
How do I create a flag?
How do I view, add, update, or remove my flags?
Templates and Macros
How do we add, update, or remove eForms, templates, macros, email templates, prescription templates, and SMS templates?
Clinic Settings
How do I view, add, update, or remove clinic info (name, access code, address, emails, cancellation limits, contact info, logos, appointment locations, appointment statuses, patient document types, services, specialties, and satellite clinic info))
How do I view all the users in my organization?
How do I view, add, update, or remove block days in the calendar?
How do I view, add, update, or remove locations for my organization?
How do I access the provider (clinic, pharmacy, or diagnostic lab) address book?
How do I create a new provider (clinic, pharmacy, or diagnostic lab) in the address book?
How do I update a provider (clinic, pharmacy, or diagnostic lab) in the address book?
How do I search for a specific provider (clinic, pharmacy, or diagnostic lab) in the address book?
How do I access the drug database?
Where can I view the change log to see the latest software updates being made to Doctor Dash?
Implementation and Migration
What is the implementation process and how long does it take?
Is expedited implementation available?
What EMR systems does Doctor Dash support migration for?
What file formats are available to migrate from my current EMR solution to Doctor Dash?
Is Doctor Dash HL7/FHIR-compatible?
What file formats are available for export from Doctor Dash to another EMR?
How long does migrating my EMR to Doctor Dash take?
Roles and Permissions
How are roles and permissions set up?
Who is my organization’s admin (or superadmin)?
Is audit logging of our organization available?
Training
How do train our staff to use Doctor Dash?
How do we train new hires to use Doctor Dash?
Support
How do I contact support?
What kind of support does my organization have?
When is support available?
What is the uptime SLA for Doctor Dash?
What are the categories of outages?
What is the cancellation policy for Doctor Dash?
Security and Compliance
Is Doctor Dash PHIPA-compliant?
Is Doctor Dash SOC2-compliant?
Does Doctor Dash have a Threat-Risk Assessment (TRA) report?
Does Doctor Dash have a Privacy Impact Assessment (PIA) report?
Where is Doctor Dash’s data hosted?
What kind of access security does Doctor Dash provide?
What kind of network and application security does Doctor Dash have?
How long is data stored within Doctor Dash?
What happens in the unlikely event of a data breach?