Trinity Healthforce Learning Support

Our technical support team handles all calls regarding PRIMEnet and our networks HSTN, LTCN and JCQSN. Support Call metrics are measured and documented in terms of response times. Currently, our Center has a 97% resolution ratio on first time inbound calls.

Satellite Customers: As in all satellite networks, periodic interruptions due to weather and sunspots are uncontrollable. If you experience a reception problem, we can resolve most issues by phone and restore your service during the call. Occassionally a technician will visit the site within three business days-succeeding the day of the call. Most sites enhance their training portfolio with PRIMEnet, our online learning management system. We experience a system uptime average in the 99 percentile range with PRIMEnet.

The following suggestions will help ensure you avoid service problems:

Never turn off the power to the PowerVu® receiver or disconnect any cables between the receiver and the satellite.

Check the live picture often enough each week to allow time to report any difficulties. At a minimum, if you check every Monday and Wednesday, programming should not be missed.

Check your program guide weekly to confirm air dates and times.

Remember to call (800) 942-4786 and select "option #2" if you have any questions. If you are experiencing reception problems, always call from the room with the satellite receiver.

During holiday hours or when the site cannot coordinate time to meet with a technician, response time will be delayed. Reports of service failure late in the afternoon may require 1 additional day. On rare occassions, service restoration is delayed and in those instances we provide videotapes for new programs missed during the service outage--at no charge. If we aren't alerted to the service issue until the last day of the month, a charge will be assessed for videotapes of requested programs that aired prior to the date of request. If the video request is for a program that aired on the day of the report of service failure only, a video will be sent to the site at no charge, if there are no pending copyright issues.

We are commited to your education and training needs and we value this trusted relationship.