Velox Imaging Support

Support Phone Number: (416) 699 4125 ext. 1

Core Support Hours
On average, we answer 95% of support calls before they go to voicemail. Sometimes we may experience a large number of simultaneous incoming calls and are unable to immediately assist you; please leave a voicemail if that happens. Our approach to handling high call volumes is to receive your voicemail and to call you back as soon as possible instead of keeping you on hold for a long time.

Sundays & Holidays
On Sundays and Statutory Holidays, we operate on an on-call basis. For those days, the majority of calls will go to voicemail. After leaving a voicemail, you can expect a call back within the next 30-60 minutes, between the hours of 10:00 am - 1:00 pm EST.

Please note we only deal with urgent issues during after-hours, such as system outages. If you require routine non-urgent support (such as user training, troubleshooting your billing, etc.) after-hours, please schedule a time with one of our representatives in advance.

System Maintenance
We perform important software updates and infrastructure maintenance during weekday nights, as our statistics show that system utilization is nearly zero at these times. As a result, your access may be affected during this period, although we still strive to keep downtime to a minimum. To minimize impact on our clients, we will only take the necessary application component offline, and only do so when there are no other alternatives.

Support by Email
Email address: support@velox.me
If you would prefer to communicate electronically, we also regularly monitor our email inbox. When contacting us, please make sure that you include as much detail as possible:

Emergency Outage Reporting
In addition to the hours outlined above, we monitor voicemails and our email inbox as much as possible for reports of system outages. If the Velox PACS, RIS, Billing, or any other Velox module stops working for you, or it appears that the whole system is down, please do send us a voicemail or an email. In certain scenarios, we may send out system-wide notifications to inform you of an issue.

Phone Is Busy or Not In Service
When calling our line, you may sometimes get a busy signal or a “phone number is not in service” message. We use the same telephone technology as everyone else, and we too depend on business-tier Internet connections to keep us online. If our phone lines go down, getting them back online becomes our highest priority. Our phone number does not change, so if you are experiencing connectivity issues over the phone, please send us an email inquiry.

Thank you for your patience and kind words. We continue doing our best to live up to and exceed your expectations. The ongoing success of your practice is our only goal.