Sending Support Tickets: What You Need to Know

If you need help troubleshooting a problem with any of the Ocean products, or need to get in contact with CognisantMD for any reason, our support team can be reached at: ocean.tips/support.

After filling out a support request, which includes your name, email address, Ocean Site Number, your EMR (if applicable), description of your issue, and any relevant attachments (usually screenshots are most helpful), a ticket will be created in our support centre for review by one of our Customer Success Associates.

Hours: Our associates are available and on call Monday to Friday, from 9 AM to 5 PM Eastern Standard Time, excluding all Canadian statutory holidays.

Our team endeavours to respond to all support requests typically within 2 hours of receipt, contingent on overall support volume and issue complexity. If our staff does not have an immediate solution to your concern within that time, we attempt to follow up as soon as possible to confirm receipt and provide an update on the status of our investigations.

When sending a support request, please be as detailed as possible about the nature of your concern. If you’re experiencing a problem with an Ocean product, please make sure to list what Ocean service(s) you’re currently using, as well as the frequency (consistent or sporadic) and the range of affected patients (isolated to a single patient, a shared group/provider, or every patient total).

The more thorough you can be detailing your issue, the better our staff can investigate and test the issue from our end.

Customer Privacy and Security

Do not, under any circumstances, include the following in a support request:

  • Ocean account password
  • Ocean Site Shared Encryption Key
  • EMR login credentials
  • Screenshots or emails containing any patient’s personal health information

Patient Privacy and PHI

At CognisantMD, we take all matters of patient privacy and security very seriously. Please do not, under any circumstances, send us personal health information (PHI) for patients.

This includes, but is not limited to, the following:

  • patient names (first name, middle name, surname)
  • patient contact information (phone number, email address, street address)
  • health card number
  • test and/or lab results
  • direct correspondence between patients and health care providers

If in doubt, err on the side of caution and consider how patient information is handled on site. Follow the same protocols with any details you may be considering sending in a support request.

  • Referencing Patients

    • If you do need to reference a patient for the purposes of troubleshooting, please provide support with either the patient’s EMR ID number or their Ocean reference number only.

  • Special Consideration for Screenshots

    • If it is unavoidable to send a screenshot without certain patient details being visible, we ask that you first use annotation or similar tools in a photo editing application (Adobe Acrobat, Photoshop, Mac Preview, etc.) to censor or blur patient details out and make them unreadable to our support team.

    • Sometimes it makes sense to send a screenshot of your EMR, the Ocean Portal, or other Ocean services to support to help illustrate a particular problem or error message. In those instances, please take extra precautions to review screenshots and make sure they are free of PHI.


Keeping Up-to-Date with Ocean Feature Updates

Ocean releases updates to our software every two weeks (every second Tuesday) to keep improving our product and adding new features for our clients.

You can stay up to date with our improvements and feature upgrades by following our various sets of "release notes".

  • Log in to the Ocean Portal. Click on the "Support" link at the bottom left corner of the screen.
  • This will take you to our support portal.
  • Click on the "Announcements" category (i.e. the megaphone symbol) to find our release notes.
  • Here you will find our news/updates, system notifications and various Ocean release notes:

    News and Updates
    Covers any general Ocean updates.
    System Notifications
    Decribes any important Ocean events, including scheduled maintenance periods, down-time, release schedules, etc.
    Ocean Server Release Notes
    Information about any new features and/or bug fixes that will be available after the regular Ocean server upgrade (every second Tuesday).
    Ocean Tablet Release Notes
    Notifications about when a new version of the Ocean Tablet app has been released. Describes any new features and/or bug fixes included in the app update.
    EMR Integration Module Release Notes
    Notifications about when a new versions of EMR integration modules have been released (e.g. Cloud Connect, PS Suite toolbars/custom forms, etc.) Describes any new features and/or bug fixes included in these updates.
  • Select the section that you would like to follow and then click on "Follow" button at the top right corner.
  • The dropdown menu will allow you to follow new articles and/or comments that have been made to the articles. Selecting "New articles" should suffice.
  • From now on, whenever we post a new article in the section that you are following, you will receive an email containing that articles' contents. This will be sent to the email that is associated with your Ocean user account.

Unfollowing Release Notes

  • Follow the same steps as above, except this time, select "Unfollow" from the dropdown menu that appears when you click on the "Following" button.

Accessing Patient IDs for Troubleshooting Purposes

If you are troubleshooting with support from CognisantMD staff, we may ask you to send some reference numbers of the problematic patient charts in question (e.g. Ocean patient reference number or EMR ID), since we cannot see any of your site's patient names (for patient privacy reasons).

You can find these patient identifiers in any one of the following places.

PS Suite Accuro OSCAR Ocean Portal
  • The external patient reference number will be the PSS ID (at the top right corner of the patient chart).

Accessing Raw Data for Troubleshooting Purposes

If you are troubleshooting with support from CognisantMD staff, we may ask you to send us your raw data. To access this raw data, please complete the following steps:

  • Log in to the Ocean Portal and navigate to the Patients tab.
  • Click on the relevant patient to view the patient in Ocean.
  • Select "Advanced...", followed by "View Patient Raw Data".
  • If you are sending the data to CognisantMD by submitting a support ticket, please copy and paste the data into your support ticket.

Important Note:

Please redact PHI before submitting. For example, replace the patient's names and other personally identifying information with XXXXXXX.


Installing TeamViewer QuickSupport for Remote Support

Rarely, technical issues on the tablet require CognisantMD to be able to remotely log in and inspect the tablet. Here are the instructions to follow if your Ocean technical support person needs remote control of your Ocean Tablet.

  1. Open the Ocean Tablet app on the tablet you require support for.
  2. Tap the "Configure Tablet" button and enter your Ocean username and password
  3. Tap "Install TeamViewer" and follow the on-screen installation instructions.
  4. Once TeamViewer QuickSupport has been installed, run the app. It may prompt you to install an additional app to allow remote control of the device. This is a tablet model-specific app that can only be installed after TeamViewer is initially installed. Follow the on-screen instructions to install this app.
  5. At this point, you should see a 9-digit code that your technical support contact will need to connect to your tablet. You will need to have access to the tablet to approve remote control when technical support connects to the tablet.
  6. You will also be able to observe all actions taken by the technical support person and can disconnect remote control at any time.

Warning: There was a bug prior to Ocean Tablet version 159 in the Ocean Tablet tamper protection code that causes the tablet to be de-registered from Ocean when TeamViewer is installed. This was fixed in Ocean Tablet version 159. To correct this, simply re-register the tablet with Ocean when you see the orange tamper warning box in the Ocean Tablet app. You'll need your Ocean username and password, plus your shared encryption key to re-register the tablet.