To solve technical queries from our users, we have a dedicated technical support team for each of our product lines. There is a central email id through which the various queries are received from the field and then gets distributed internally to the appropriate person to address.
In addition there is an issue tracker using which users can report technical difficulties / problems encountered while using DHIS.
We try to address all queries within 6 hours, as most of them are those which can be fixed from the application interface itself. Queries that require a login to the server may take a little longer time, but overall we give the assurance that all queries will be addressed within 8 hours from its receipt.
Besides the tracker and email interface, we take various queries on the following phone numbers (10.00am – 6.00pm), which we try to address at the earliest.
Our website hosts FAQs which we are starting to develop seeks to encourage users to become self reliant and try and solve their own problems before sending us their queries - as our end objective is to create a self sustaining and self-reliant user community, and also to encourage users to join the open source community around our products, so that they can support others. Users are also encouraged to send to us their queries which they will like to be included in the FAQs.