Support
A future-oriented application design.
DirectScribe is built so you stay in control of your own data pathways — you choose which vendors ever see your patients' audio and text, and you can run note-shaping fully locally with LM Studio if you'd rather. Because the app doesn't lock you into our choices, it doesn't need to be a service you depend on hour-to-hour. So the support promise itself 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
- You control the data pathways. Built-in provider settings let you choose your own transcription and intelligence vendors — or run note-shaping fully locally with LM Studio — so how your patients' data moves is always your call, not ours.
- 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 your saved notes stay readable and exportable offline and in every subscription state, and a lapsed subscription never hard-locks you in the middle of a clinic. (Capturing and transcribing a new note still needs your chosen cloud transcription vendor to be reachable.)
How to reach us
Contact us. 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.