Support & service is available from Compass Network Group during regular business hours, 7:30 am to 5:30 pm Monday through Friday (holidays excepted) and other hours by special arrangement. After hours support* is also available. After hours the service voice mail box is forwarded to our after hours support staff. We will get back to you as quickly as we can.

You can request service by:

Phone at 866-336-8727. After hours leave a message with a brief description of your problem, your practice name and contact phone number.

Text chat using the chat tab at the bottom of the page or this link cngremote.com – available during business hours.

Email at support@compassnetworkgroup.com

Online using the form below. This is the most efficient way to contact us.

Online Service Request

Practice Name:

(If this is a multi-location practice, include which office is experiencing the problem)

Contact(s):

Who should we ask for when we call? If the person with the issue is not readily accessible, to save call backs, who should we contact that is aware of the issue?

Phone Number(s):

Main Number (to confirm account)

Include a cell number or backline if this is a better way to contact you or it is outside of office hours.

Cell Number

Backline

Email Address:

If you provide an email address that you actively check we will automatically send notifications when your service order is entered, scheduled and completed at our end. Otherwise notifications will be sent to the practice email of record.

Work Requested

Which computer or device is doing or not doing what? “Nothing works” is not helpful.

Helpful examples: “the check-out printer won’t print” (we’ll assume you checked to see if it had paper in before you called) or, “the PC in operatory 3 (use PC names like OP3PC if you know it) doesn’t detect the Schick sensor.”

Recurring Issue
YesNo

If it is a recurring issue and you have a SERVICE ORDER number, please type it here:

Service Request Category: (check one that applies best)

Network down – nobody can work (the internet being down doesn’t count unless it is required to run your practice management program).High priority user(s) can’t work – typically treatment room, front desk or centralized imaging (pan) PC not functioning. Let us know if it is one or multiple PCs in the work requested.Single user can’t work– typically non-patient facing users.Users inconvenienced – things like no internet (if not essential for seeing patients), non-front desk printer problems, moderate performance issues, etc.Maintenance, upgrades or new product required – request for software updates or things like additional Microsoft Office licenses or a new printer

Someone from our team will contact you as soon as possible. If you have an email of record or provide an email address above, look for notifications as your service progresses.

*After hours service may accrue additional charges. Contact your account manager for details.