DEVICE TECHNOLOGIES SYSTEM UPGRADE

To deliver on our promise to the health care communities we serve, we are performing a series of technology upgrades. These upgrades to our critical platforms will ensure we continue to deliver on our service promise to you and your patients.

During this upgrade and optimisation of our technology suite, certain Device Technologies systems and operations will not be available; this includes our ability to place orders, Device Online website, EDI (Electronic Data Interchange), and a select number of our direct dial telephone lines.

The systems upgrades will predominantly occur in 3 stages between the 11th and 22nd of August. This staged approach has been designed to minimise the impact on our customers and partners. The way you interact with us will change during this time.

PERIODS OF OUTAGE

Telecommunications Transfer of Service
11th – 19th August

Technology Upgrade #1
8pm (AEST) Friday 12th August – Sunday 14th August all-day

Technology Upgrade #2
8pm (AEST) Thursday 18th August – Monday 22nd August all-day

SUPPORTING YOU TO BE PREPARED

CRITICAL STOCK OR PRODUCT

Where you have critical product requirements that need immediate action or attention during Upgrade #2 (8pm Thursday 18th August – Monday 22nd August all-day), these must be placed by telephone via our Customer Service Team on 1300 338 423 (8:00am – 5:30pm (AEST) Mon – Fri).

• Where possible, we encourage customers to place orders for additional stock to cover this period before the upgrade of
  our technologies.
  
  
• Between 11th and 19th August, Device Technologies phone numbers affected by the outage will have no dial tone.
  During this time, if your call is urgent, please call 1300 DEVICE (338 423) or contact your Device Technologies Sales
  Representative directly.
  
  
• For our Loan Kit and Lenses Reverse Logistics customers, please have all your bookings in for Upgrade #1 by COB
  Thursday 11th August and for Upgrade #2 by COB Wednesday 17th. For urgent bookings, please continue to contact
  your local state loans room by phone.
  
  State Reverse Logistics Telephone Numbers:
  NSW: 02 9972 8295
  QLD: 07 3623 1403
  SA: 08 8111 4903
  VIC: 03 9371 0903
  WA: 08 6222 6730
  
  
• For our procurement partners, purchase order creation, invoicing and receipting will be unavailable during upgrade
  periods.
  
  
• For our EDI customers, your order will be received, queued and will be processed once we are back online. Please note
  during the upgrade times above, you will not receive an auto-response email. Please do not resubmit your order.
  
  
• Our Technical Service team will remain accessible and can support our customers throughout these two upgrade
  periods.
  
  
• Our Device Online website will be unavailable during the system upgrade periods

Please note these short periods of outage may cause delays in our response to your enquiries received via email due to increased in-house need for manual handling of tasks.

HOW TO CONTACT US

CUSTOMER SERVICE – 1300 DEVICE (338 423) (8:00am – 5:30pm (AEST) Mon – Fri)
or
Your Sales Representative’s mobile phone or email.

Once the upgrades are complete, we will be working to prioritise order processing.

Our service to customers is our main priority now and into the future. We appreciate your support during this time while
we take the necessary steps to upgrade our systems to ensure we can grow together.