ShowCase

Medical Image Display and Management Software

Trillium Support Plans

Trillium offers two annual support plans: Standard and Priority. Cost depends on the number of licenses purchased, with site-wide plans available, and discounts for purchasing a plan at the time of purchase or renewing before your plan expires.

Priority Support

Priority Support is provided through email, phone, and remote desktop , answered in two business hours or less during business hours, with extended coverage evenings and weekends. With Priority Support, you are provided with a direct-dial phone number, which gives you immediate access to our support staff. Requests for priority support take precedence over requests for standard support.

Priority support covers most software upgrades and issues with ShowCase and Image Center.

We recommend Priority Support for those customers that use ShowCase on a daily basis, and need immediate resolutions to issues when they arise. We also recommend Priority Support for those customers without an IT group.

Standard Support

Standard Support is provided through email, answered in four business hours or less during business hours U.S. Eastern Time. Standard support covers most software upgrades and issues with ShowCase and Image Center.

Standard Support makes sense if you have a strong IT department that is familiar with DICOM connectivity, or if you use ShowCase infrequently enough that problems with the software will not affect your day-to-day business operations.

No Support / Expired Support

If you do not have an active support plan, only issues with software licenses or installers will be addressed. It may take 1 to 2 business days before you receive a response. If you need immediate assistance with a problem, you will need to activate a support plan.

Patient CD/DVD Viewer Issues

If you are a patient and your physician gave you a CD or DVD and are having problems viewing your images, please contact us at support@triltech.com and put the words "I am a Patient" in the subject line.

Renewing Support

You will receive email notices starting 30 days prior to the expiration of your support plan, repeating 7 days before expiration and reminders on the day of expiration as well as two additional reminders afterwards. There are substantial discounts for renewing while your plan is still active. We encourage all our customers to maintain an active support plan.

Expectations and Limitations

Our support plans are intended to provide assistance with configuring and troubleshooting ShowCase software. Some things to keep in mind when contacting support:

  • We have no remote access to your computers or network.
  • We have no access to your patient data.
  • We will never ask you for a password or handle or manage your passwords in any way.
  • We cannot perform IT tasks such as configuring firewalls, setting up anti-virus, setting up logins, setting up network shares, setting up credentials, diagnosing network hardware issues, or altering or configuring machine or domain policies.
  • We cannot configure your imaging devices. There are just too many different models of ultrasound machines out there for us to even try to help. It’s best to consult your user manual or service representative.
  • We will not install or configure your ShowCase software for you. Installation and configuration of ShowCase software requires IT administrative level permissions as well as an understanding of the security policies in place at your clinic. We’ll happily ride shotgun on a Zoom call or Glance session (if you have Priority Support), but we simply cannot do the work for you.
  • We cannot help you set up networks or diagnose network problems, including VPNs.
  • When requesting Priority support via remote desktop, you will need to be present during the entire troubleshooting session, and we will expect you to do most of the work, with us assisting or coaching you through whatever needs addressed

We take pride in the support we provide, and our goal is always to keep you up and running so you can go about the business of health care. If you’re having a problem, please don’t hesitate to contact us at support@triltech.com.