FAQs

/FAQs
FAQs 2018-03-27T16:05:24+00:00

If you have a query about tracker2, please check out our FAQs below.

If we have not anticipated your question, please contact us directly at support@cellosoftware.co.uk.

Purchasing & Licensing 2018-03-07T09:04:24+00:00

1.) I would like to try tracker2, do I have to purchase the program first?

No, if you would like to find out more about tracker2 we can arrange a full demonstration in your workplace at a time to suit you. We reserve the right to charge a nominal sum to cover our travel and time, which is deducted from the total purchase price should you decide to go ahead and purchase tracker2. No hard sell, no pressure, no questions asked if you decide not to go ahead with the purchase.

2.) Do I need to install the programme and how do I upgrade to latest version?

tracker2 is a web-based online system, which doesn’t require any installation.  The system is updated centrally so you will never need to upgrade. We recommend using the latest versions of the following browsers: Internet Explorer, Mozilla Firefox, Google Chrome and Safari.

3.) Will tracker2 work on my hospital network?

tracker 2 does not make use of the hospital network.  It’s securely hosted in the cloud.  All you need is an Internet connection and you can be online in seconds. If you use tracker2 in the hospital you will need to go through the hospital internet gateway. Otherwise any internet connection will suffice.

4.) How often can I access tracker2? Is there a limit on the number of time per user or per license?

Unlike some online software tracker2 has no limits on the number of times you login. tracker 2 is open for access 24/7, and both applicants and administrators have unlimited access to the system within the rights given to them by their login credentials. The login is specific to each individual and therefore users are required not to disclose their login details to anyone.

5.) I am using tracker2 at the moment can I import more staff data into tracker2?

Yes, this is possible. There is an internal process in tracker2 to import new users in groups or individually.

Configuration 2018-02-24T14:05:19+00:00

Every hospital user group has the opportunity to set up certain aspects of tracker2 to make it specific to the work of that hospital. One of the first duties is to create in Settings under Admin users a list of those who have admin access to the system. This should be followed by a visit to System tables, also under settings to populate the various tables such as (Locations, Users, Grades, Funding Sources, Hospitals etc.).  Once these two tasks have been undertaken the third is to populate the database with applicants. This can be done either by importing the data from a previous Tracker database or, in the case of a new Hospital Trust using the programme, by populating the database as and when applications are made.

Support 2018-02-24T14:06:54+00:00

Our high level of support is well known to our current customers. We pride ourselves on our timely responsive and friendly support.

You can call us if this is your preferred option. More often than not our customers start with an email describing the nature of their query, it gives us the opportunity to check things out for you and either call you back, reply by email or point you to the right item in our knowledge base.

All questions if appropriate are added to the Knowledge Base available from within the tracker2 system for all users to see and benefit from.

We do not require an incentive to serve you well. The ethos of our company is to “Serve you well” and keep you satisfied with your software choice of tracker2.

Training & Implementation 2018-03-06T11:42:27+00:00

Training session

Our training session is comprehensive. We provide the training at your place of work. System administrators are given face-to-face training on how to setup the system, make use of its unique features and how to manage all aspects of its advanced features. Our training does not start at the training session or end there. We walk with you through the period prior to the training preparing your staff for the event of going online then naturally through the training session we visit with you the following aspects:

  • Setting up System Tables
  • Setting up Users and User Types
  • Setting up levels of access
  • Setting up General Options
  • Importing databases
  • Choice of letters
  • Management of Course Information
  • Management of Staff Information
  • Entry of Leave records
  • Manipulation and editing of records
  • Report Generation

After training we are available to support you to get the best out of the system. We want you to succeed.

Do staff other than system administrators require training?

All our users over 5000 of them have used tracker2 without the need for a training session. tracker2 is intuitive the screens are simple and screen specific help pages are available to all users when using the system. The help files provide step-by-step instructions should they be required.

How long does it take to implement tracker2?

The implementation is simple and takes less than few days. It needs however careful consideration by the client on approval pathways and level of access, this may extend the period to a week or 10 days.

How many level of access does tracker2 provide?

tracker2 is unique in its design giving innumerable levels of access. This can be done by specialty by directorate/Division or by a combination of the aforementioned. You can have also user-defined levels of access, making countless combinations

Can the data of our doctors be imported into tracker2?

All demographic data is easily imported. We do the initial import free of charge. Any further imports such as during periods of doctors/staff intake are catered for within tracker. The system administrator can follow a very simple step by step process to import demographic data of new starters.

Data Security & Confidentiality 2018-03-06T11:43:55+00:00

The security of your data is our number one priority. Cello Software uses HTTPS encryption that ensures your data is always encrypted as it travels from our servers to your web browser. A dedicated access server monitors, logs and controls all access to our data servers.

Data security

The website is secured by a GeoTrust SSL certificate which provides 256-bit encryption and website authentication.

Who has access to the data?

The Client has the sole access to their data. The company (Cello Software Ltd.) maintains the right to full access to data for the purpose of providing support, troubleshooting and maintenance. Only designated individuals who are tasked with such duties in the company has the right to such access.

How is my system backed up?

The system is backed up on a daily basis to a location within the United Kingdom using a process that encrypts the data and sets the standard in terms of security and reliability.  All files are first zipped and encrypted with a defined encrypting key before they are sent to the Backup server.  The algorithm that is used to encrypt the files is Advanced Encryption Standard (AES), with 256-bit block ciphers.  All communications between Backup Server and the Data Server are transported in a 128-bit SSL (Secure Socket Layer) channel.

Data Protection

We are registered with the Information Commissioner’s Office (ICO) for the purpose of handling your confidential data within the UK. Strict data handling procedures ensure our staff do not have visibility of passwords and access beyond their ability to support your system. We do not undertake any work involving your data without your permission and hold no responsibility for the maintenance and content of your live data.

Can’t find the answer to your query?

Fill in the enquiry form below, email support@cellosoftware.co.uk or phone 0151 348 4035 to let us know.