Getting started, and getting help

Three ways in, and one of them is open at three in the morning without anybody being awake.

Channel	Hours
WhatsApp and phone	Mon–Sat, 8am–8pm
Email, hello@klinira.my	Replied within one working day
Public guides and error codes	Always, no login

Before installation day

Five things decided before we arrive turn a long day into a short one. None of them needs us, and a clinic that has done them is usually seeing patients on the system the same afternoon.

Decide which PC will be the server, it needs to stay on during clinic hours
Decide which second PC will be the standby, so a dead server is a thirty-minute problem
Have your printers connected and working from that PC
List your staff and which role each of them has
Have your panel price lists and clinic price list ready
If you are migrating, export what you can from the old system

A monitor, a printed reference card on a stand, and a printer

The first day

Installation is about two hours for a three-computer clinic, then a short training session for each role: counter, doctor, dispensing and owner. Each role gets a printed quick reference card that stays on the desk, which turns out to matter more than any manual.

Two things happen on that day that are easy to skip and expensive to skip. Your recovery key is printed on two sheets, one for the clinic and one to be kept outside the building, and your staff restore yesterday's backup onto a second computer themselves while the installer watches without touching the keyboard. A recovery nobody has ever done is not a recovery plan.

The first week

Run the old system alongside Klinira for the first week if you have one. Nobody should be learning a new screen and trusting it with the only copy of a record on the same morning. By the end of that week most clinics have stopped opening the old one.

How fast we answer

We publish targets rather than claim 24/7 and answer at noon the next day. These are response targets, which means how quickly a person replies to you. They are not a promise that the problem is solved in that time.

Situation	We reply within
The clinic cannot see patients	1 hour during operating hours, 4 hours outside them
A main function is failing but there is a way round it	4 hours during operating hours
Something is wrong but the clinic is running	2 working days
A request for something new	Acknowledged in 5 days, with no promise to build it

Operating hours are Monday to Saturday, 8am to 8pm. On Sundays and public holidays we answer only the first line of that table, the one where the clinic cannot see patients.

An error card carrying a warning triangle, under a magnifying glass

When something goes wrong

Every error message in Klinira carries a code, and every code has a public page explaining what it means and what to do next. Staff can search the code without calling anyone, which is faster for them and cheaper for everyone.

The worst case has its own answer and it does not involve waiting for us. If the server PC dies, the second clinic computer you nominated as a backup destination holds a copy at most an hour old, and your staff restore it there and carry on the same afternoon. We rehearse that with them on installation day precisely so that the day it matters, nobody needs to reach us first.

Remote access, only when you open the door

We cannot connect to your clinic whenever we feel like it. A remote session starts only when a member of your staff starts it, and it ends when they end it. Klinira records who gave permission, when, and what was opened during the session, and that record is in your audit log rather than ours.

What is included, and what is charged

Email and WhatsApp are unlimited on every plan. Live calls and remote sessions carry a monthly allowance, because a support promise with no limit is a promise that gets quietly broken by the busiest customer.

What	Included
Email and WhatsApp	Unlimited, every plan
Phone calls	1 to 2 a month depending on plan
Remote sessions	1 to 2 a month depending on plan
Onboarding	One session of 2 to 4 hours depending on plan
Extra sessions, training, migration, on-site visits	Quoted before we do them, never billed as a surprise

What support does not cover

Your hardware, your network and your internet line
Windows itself, your antivirus, and other software on the same computers
Third-party accounts and portals: MyInvois, panel portals, SMS gateways, WhatsApp Business
Accounting, tax, medical or legal advice. We build software, we are not your adviser
Recovering data after a clinic has lost both printed copies of its recovery key

That last line is the one to read twice. You hold the whole recovery key and we hold no part of it, which is why we cannot read your backups. The cost of that is real: if both printed sheets are lost, nobody can open those files, including us.

Common questions

Do I need a support contract?

No. Support is part of the subscription, and part of the annual updates and support fee on a perpetual licence. There is no separate contract to sign and no support tier to buy.

What happens to support if I stop paying?

Support and updates stop. The software does not delete anything and export keeps working in every licence state, because your clinic has a statutory duty to keep patient records and we will not put you in breach of it.

Can you train new staff later?

Yes, as a paid session, quoted before it happens. Most clinics do not need one: the role cards and the public guides cover a new receptionist in an afternoon.

Do you support clinics outside Malaysia?

No. Klinira is built around Malaysian law, Malaysian panels and Malaysian tax, and supporting a clinic in another country well is not something we can do.