Support
A promise we can actually keep
DirectScribe is built and maintained by one physician. So the support promise is deliberately modest and honest: email responses, and batched fixes and feature changes, on a monthly cadence — and no more than that.
What you can count on
- A reply, within the monthly cycle. Email is read and answered on a regular monthly pass — not instantly, but reliably.
- Fixes and changes, shipped monthly. Bug fixes and worthwhile feature requests are gathered and released together in a monthly update.
- You'll know when an update is ready. The app's weekly update check tells you a new version exists and links this site — you choose when to install.
What we do not promise
So there are no surprises: there is no 24/7 line, no live chat, no phone support, and no same-day service-level agreement. Urgent clinical continuity should never depend on a software vendor's response time — which is exactly why the app keeps working offline, your notes stay readable and exportable in every licence state, and a licence never hard-locks you in the middle of a clinic.
How to reach us
Email support@directscribe.ca. To help us help you quickly, include:
- Your app version and build (Settings → About).
- Your macOS version.
- What you did, what you expected, and what happened.
Please, no patient information
Never include patient details, recordings, or note content in a support email. We do not need it, and it should not travel to a support inbox. Describe the behaviour, not the patient.