Curis Super Administrator FAQ Hub

Curis is an all-in-one healthcare practice management platform developed by Citrus Labs Limited. It's designed to streamline clinic operations, patient management, billing, and reporting through a secure, cloud-based solution.

The platform caters specifically to specialist medical practices and offers comprehensive tools for appointment scheduling, electronic medical records, billing, inventory management, and analytics.

Curis operates as a Software-as-a-Service (SaaS) platform with a multi-tiered access structure:

• Super Administrators (you) manage the entire platform, overseeing all clinics and users
• Clinic Administrators manage individual clinic settings, staff, and operations
• Medical Providers access patient records and clinical tools
• Staff members handle scheduling, billing, and administrative functions

Each clinic operates in its own secure environment while you maintain global oversight and configuration capabilities.

Curis offers the following user roles with graduated access levels:

• Super Administrator: Full platform control, manages all clinics and global settings
• Clinic Administrator: Manages a specific clinic's users, settings, and operations
• Provider: Medical professionals who access patient records and clinical tools
• Front Desk: Handles scheduling and patient check-in/check-out
• Billing: Manages invoices, payments, and insurance claims
• Inventory Manager: Tracks supplies and medications
• Reporting Analyst: Accesses analytics and reporting features
• Custom Roles: Can be created with specific permission sets

Curis is designed for a wide range of specialist medical practices, including but not limited to:

• Cardiology practices
• Dermatology clinics
• Orthopedic specialists
• Pediatric practices
• OB/GYN clinics
• ENT specialists
• Ophthalmology practices
• Dental clinics
• Physical therapy centers
• Mental health practices

The platform is customizable to accommodate the specific workflows and requirements of different specialties.

To begin using your Super Administrator account:

1. Log in using your credentials at the Curis login page
2. Complete the initial setup wizard that will guide you through key configurations
3. Create your first clinic using the "Add Clinic" button in the dashboard
4. Set up at least one Clinic Administrator for each clinic
5. Configure global settings according to your organization's policies

We recommend checking out the Super Administrator Quick Start Guide in the Help section for a comprehensive walkthrough.

To create a new clinic:

1. Navigate to the "Clinics Management" section in your Super Admin dashboard
2. Click on the "Create New Clinic" button
3. Fill in the required information including clinic name, address, and contact details
4. Select the subscription plan for the clinic
5. Designate a Clinic Administrator
6. Click "Create" to set up the new clinic

The clinic will be activated immediately, and the designated Clinic Administrator will receive an email with login instructions.

As a Super Administrator, you can manage all user accounts across the platform:

1. Go to "User Management" in the main dashboard
2. Use filters to view users by clinic, role, or status
3. Click on a user to view their profile
4. From the user profile, you can:
• Edit their personal information
• Change their role or permissions
• Reset their password
• Disable or enable their account
• View their activity logs

You can also create new users directly or approve user creation requests from Clinic Administrators.

To reset a user's password:

1. Go to "User Management" in your dashboard
2. Search for the user by name or email
3. Click on the user's name to access their profile
4. Select the "Reset Password" option from the actions menu
5. Choose either "Send reset link" or "Set temporary password"

The user will receive an email with instructions to set a new password. For security, passwords expire after 24 hours.

To suspend a user account:

1. Navigate to "User Management"
2. Find and select the user
3. Click the "Suspend Account" button
4. Enter a reason for suspension
5. Set a suspension duration (if applicable)
6. Confirm the suspension

To delete a user account:

1. Navigate to "User Management"
2. Find and select the user
3. Click the "Delete Account" button
4. Verify you want to permanently delete the account
5. Choose data handling options (archive or purge)
6. Confirm the deletion

Note: Deleting accounts is permanent and cannot be undone. Consider suspension for temporary measures.

To manage roles and permissions in Curis:

1. Go to "System Settings" > "Roles & Permissions"
2. View the list of existing roles
3. Click on a role to view its permissions
4. Use the toggle switches to enable/disable specific permissions
5. Click "Save Changes" to update the role

To create a new custom role:

1. Click "Create New Role"
2. Name the role and provide a description
3. Set the appropriate permissions
4. Choose whether the role is available to all clinics or specific ones
5. Click "Create Role" to finalize

Changes to roles affect all users with that role immediately upon saving.

Curis offers the following subscription tiers for clinics:

• Starter: For small clinics with up to 3 providers
• Professional: For mid-sized practices with up to 10 providers
• Enterprise: For large clinics with unlimited providers
• Custom: Tailored solutions for specialized needs

Each plan includes different feature sets and support levels. You can view detailed comparisons in the "Subscription Management" section of your dashboard.

To change a clinic's subscription plan:

1. Navigate to "Clinics Management" in your dashboard
2. Select the clinic you want to modify
3. Go to the "Billing & Subscription" tab
4. Click "Change Plan"
5. Select the new plan from the available options
6. Review the changes in pricing and features
7. Confirm the subscription change

The new subscription will take effect immediately or at the beginning of the next billing cycle, depending on whether you're upgrading or downgrading. Prorated charges or credits will be applied accordingly.

Curis offers two billing cycles for clinics:

• Monthly: Billed on the same day each month based on the subscription start date
• Annual: Billed once per year with a 15% discount compared to monthly billing

Payment methods include:

• Credit/debit card
• Bank transfer
• Mobile money (M-Pesa, Airtel Money)
• Corporate purchase orders (for Enterprise plans only)

Invoices are generated automatically and sent to the billing contact's email. They can also be accessed in the "Billing History" section of each clinic's profile.

To view payment history for a specific clinic:

1. Go to "Clinics Management" in your dashboard
2. Select the clinic you want to review
3. Go to the "Billing & Subscription" tab
4. Click on "Payment History"

To view payment history across all clinics:

1. Go to "Finance" in your main dashboard
2. Select "Payment History"
3. Use the filters to view payments by date range, clinic, or payment status

From either view, you can download invoices as PDF files or export the entire payment history as a CSV file for accounting purposes.

If a clinic disputes a charge or needs a refund:

1. Go to "Clinics Management" in your dashboard
2. Select the clinic with the disputed charge
3. Navigate to "Billing & Subscription" > "Payment History"
4. Find the transaction in question and click "Dispute/Refund"
5. Select the appropriate action:
   • "Full Refund" - Returns the entire amount
   • "Partial Refund" - Returns a portion of the amount
   • "Issue Credit" - Adds credit to the clinic's account for future billing
6. Enter reason for the dispute/refund
7. Submit the request

For complex billing issues or disputes over 30 days old, please contact the finance department directly at finance@citruslabs.co.ke.

To manage platform features across all clinics:

1. Go to "System Settings" > "Feature Management"
2. You'll see a list of all available features
3. Use the toggle switch next to each feature to enable/disable it globally
4. For subscription-based features, you can select which subscription tiers have access

To manage features for a specific clinic:

1. Go to "Clinics Management" and select the clinic
2. Navigate to "Settings" > "Features"
3. Enable or disable features as needed
4. Click "Save Changes" to apply

Note that some features are tied to specific subscription plans and cannot be enabled for clinics on lower-tier plans unless you grant an exception.

To customize settings for a specific clinic:

1. Navigate to "Clinics Management" in your dashboard
2. Select the clinic you want to customize
3. Go to the "Settings" tab
4. From here, you can customize:
• General Settings: Clinic name, address, contact information, logo, etc.
• Schedule Settings: Operating hours, appointment duration, buffer times
• Notification Settings: Email and SMS templates, notification preferences
• Integrations: Third-party services, payment gateways, etc.
• Custom Fields: Add additional data fields to patient records, appointments, etc.
5. Make your changes and click "Save" in each section

You can also create setting templates that can be applied to multiple clinics under "System Settings" > "Clinic Templates".

To configure system-wide notifications:

1. Go to "System Settings" > "Notifications"
2. You'll see tabs for different notification types:
   • System Alerts: Maintenance, updates, security issues
   • Admin Notifications: New clinic requests, billing alerts, etc.
   • User Notifications: Account changes, role updates, etc.
3. For each notification type, you can:
   • Enable or disable the notification
   • Set who receives it (specific roles or individuals)
   • Choose delivery methods (email, SMS, in-app)
   • Edit the notification template
   • Set priority levels
4. Click "Save Changes" after configuring each notification type

For customizing notification templates, use the template variables provided in the editor to include dynamic content like clinic names, user details, and timestamps.

To manage global appointment types:

1. Go to "System Settings" > "Appointment Configuration"
2. Select the "Appointment Types" tab
3. Here you can:
   • View existing appointment types
   • Create new appointment types by clicking "Add Type"
   • Edit or delete existing types
4. For each appointment type, configure:
   • Name and description
   • Default duration
   • Color coding
   • Required resources
   • Associated forms or questionnaires
   • Billing codes
5. Click "Save" to apply changes

Clinics can customize these appointment types or create their own. To review clinic-specific appointment types, navigate to the clinic's settings under "Clinics Management" > [Clinic Name] > "Settings" > "Appointment Types".

To configure clinical workflows:

1. Navigate to "System Settings" > "Workflow Management"
2. You'll see a list of existing workflow templates
3. To create a new workflow:
   • Click "Create Workflow"
   • Name your workflow and add a description
   • Use the visual workflow builder to add steps, conditions, and actions
   • Configure each step with the required fields, forms, or actions
   • Set up conditional logic for branching workflows
   • Assign user roles responsible for each step
   • Set timeframes and reminders
   • Click "Save Workflow"
4. To edit an existing workflow, click on its name and make changes in the workflow builder
5. To assign workflows to clinics:
   • Go to "Workflow Management" > "Assignments"
   • Select which workflows are available to which clinic types or subscription levels

Clinic Administrators can select from available workflows and customize them for their specific needs.

When users report login problems:

1. Check the user's account status in "User Management"
2. Verify that their account is not locked or disabled
3. Check for failed login attempts in the security logs
4. Ensure the user's email address is correctly entered
5. If needed, reset their password using the procedure outlined in the password reset FAQ

For persistent issues, check the system status page for any ongoing service disruptions.

If a clinic reports that they cannot access the system or are experiencing downtime:

1. First, check the system status page at status.curis.citruslabs.co.ke to see if there is a known outage
2. If no system-wide issue is reported:
   • Go to "Monitoring" > "System Health" in your dashboard
   • Check if the affected clinic's instance shows any errors or warnings
   • Review recent changes or updates that might have affected that clinic
3. For clinic-specific issues:
   • Check the clinic's account status and billing information (service may be suspended due to payment issues)
   • Verify the clinic's network connectivity by viewing their recent access logs
   • Check if any integrations or third-party services connected to that clinic are experiencing issues
4. If you cannot resolve the issue:
   • Contact technical support by clicking "Request Technical Support" in the System Health dashboard
   • Provide the clinic ID, error messages, and steps to reproduce the issue

For urgent issues affecting patient care, call the technical support hotline at +254 112 400 100.

To restore data from backups:

1. Go to "System Administration" > "Backup & Recovery"
2. Select the affected clinic from the dropdown
3. You'll see a list of available backups with dates and types:
   • Automated Daily Backups: Created every 24 hours
   • Automated Weekly Backups: Created every Sunday
   • Monthly Backups: Created on the 1st of each month
   • Pre-Update Backups: Created before system updates
   • Manual Backups: Created by administrators
4. Select the appropriate backup based on when the data was lost or corrupted
5. Choose a restoration option:
   • Full Restore: Replaces all clinic data with the backup version
   • Partial Restore: Lets you select specific data categories to restore
   • Export Only: Downloads the backup data without restoring
6. For partial restores, select the data categories to restore (patients, appointments, billing, etc.)
7. Confirm the restoration and enter your Super Admin credentials

Important: Restoring data will overwrite current information. Consider creating a manual backup of the current state before proceeding with a restoration.

When troubleshooting integration errors:

1. Go to "System Administration" > "Integrations" > "Integration Status"
2. Look for integrations with warning or error indicators
3. Click on the problematic integration to view details
4. Check the error logs for specific error messages and timestamps
5. Common integration issues and solutions include:
   • Authentication failures: Verify and update API keys or credentials
   • Rate limiting: Adjust synchronization frequency or batch sizes
   • Data format issues: Check mapping configurations in the integration settings
   • Timeout errors: Check network connectivity and increase timeout settings
   • Version compatibility: Ensure the integration is compatible with the current system version
6. To fix integration issues:
   • Click "Edit Configuration" to update settings
   • Click "Test Connection" to verify connectivity
   • Click "Reset Connection" to clear cached credentials
   • Click "Synchronize Now" to force a new data sync attempt

If the issue persists, contact the integration provider or Curis technical support for assistance. For custom integrations, check the developer documentation in the "Integration Developer Portal".

To monitor the Curis platform's system status:

1. Go to "Monitoring" > "System Dashboard" in your Super Admin portal
2. The dashboard provides:
   • Overall System Health: Green/Yellow/Red indicators for key components
   • Service Uptime: Availability percentages for core services
   • Performance Metrics: Response times, load averages, and resource usage
   • Recent Incidents: Any reported or detected issues
   • Scheduled Maintenance: Upcoming maintenance windows
3. For detailed monitoring:
   • Click on any component to view detailed metrics and logs
   • Use the "Historical Data" tab to review performance over time
   • Check "Alerts" for automated notifications about potential issues

You can also subscribe to status notifications via email or SMS by clicking "Notification Preferences" in the System Dashboard.

The public system status page at status.curis.citruslabs.co.ke provides a simplified view that clinic staff can check without Super Admin access.

Curis protects patient data through multiple security layers:

• End-to-end AES-256 encryption for all data in transit and at rest
• Role-based access controls limiting data visibility to authorized personnel only
• Regular automated security audits and vulnerability scans
• Geo-redundant data storage with point-in-time recovery options
• Comprehensive audit logging of all data access and modifications
• Two-factor authentication for all user accounts
• IP-based access restrictions and abnormal behavior detection
• Regular penetration testing by independent security firms
• Data loss prevention protocols and automatic timeout for inactive sessions

All security measures comply with HIPAA, GDPR, and Kenya Data Protection Act standards.

Curis complies with the following standards and regulations:

• Kenya Data Protection Act (2019): Full compliance with data processing, storage, and subject rights requirements
• HIPAA (Health Insurance Portability and Accountability Act): For clinics with international patients or collaborations
• GDPR (General Data Protection Regulation): For clinics treating EU residents
• ISO 27001: Information security management certification
• ISO 27701: Privacy information management extension
• SOC 2 Type II: Service Organization Control for security, availability, and confidentiality
• NIST Cybersecurity Framework: Following best practices for security protocols

Compliance certifications and documentation can be accessed under "System Administration" > "Compliance" > "Certificates and Documentation".

We conduct annual third-party compliance audits, with reports available in the same section. These can be shared with clinics for their own compliance requirements.

In the event of a suspected or confirmed data breach:

1. Immediate Response:
   • Go to "Security Center" > "Incident Response" in your dashboard
   • Click "Report Security Incident" to activate the incident response protocol
   • Fill in all known details about the breach, including affected data, users, and clinics
   • The system will automatically alert the Curis Security Team
2. Containment:
   • Use emergency controls to limit access to affected systems
   • Consider temporarily suspending affected user accounts or services
   • Preserve all logs and evidence for investigation
3. Assessment and Documentation:
   • Work with the security team to identify the scope and source of the breach
   • Document all findings in the incident report
   • Determine regulatory reporting requirements based on affected data
4. Notification:
   • Use the "Data Breach Notification Tool" to generate required notifications
   • For Kenyan clinics, report to the Data Commissioner within 72 hours
   • Prepare clinic-specific notification templates for affected patients
5. Remediation:
   • Implement recommended security fixes
   • Conduct forced password resets if needed
   • Update security protocols to prevent similar breaches

The detailed Data Breach Response Plan is available under "Security Center" > "Security Policies" > "Incident Response".

Curis maintains comprehensive access logs for security and compliance:

1. Log Types:
   • Authentication Logs: All login attempts, successful or failed
   • Data Access Logs: Who accessed what patient records and when
   • System Action Logs: Configuration changes, system updates, user management
   • Clinical Action Logs: Medical record changes, prescription activities
2. Viewing Logs:
   • Go to "Security Center" > "Access Logs"
   • Use filters to search by date, user, clinic, or action type
   • Click on log entries to view detailed information
   • Export logs as CSV or PDF for compliance reporting
3. Log Retention:
   • Authentication and system logs: 3 years
   • Patient data access logs: 7 years
   • Clinical action logs: In line with medical record retention requirements
4. Automated Monitoring:
   • The system automatically flags suspicious patterns
   • Alerts are generated for potential unauthorized access
   • Regular log integrity checks ensure logs haven't been tampered with

You can configure log monitoring alerts under "Security Center" > "Security Alerts" > "Configure Alerts".

To configure two-factor authentication (2FA) settings:

1. System-wide 2FA Policy:
   • Go to "Security Center" > "Authentication Settings"
   • Under "Two-Factor Authentication", you can:
     • Set 2FA as optional or mandatory for all users
     • Make 2FA mandatory for specific user roles
     • Define which 2FA methods are allowed
     • Set 2FA verification frequency (every login, once per device, etc.)
   • Click "Save Policy" to apply changes
2. Enabling 2FA for Individual Users:
   • Go to "User Management" and select the user
   • Navigate to the "Security" tab
   • Toggle "Require Two-Factor Authentication" to ON
   • Click "Save Changes"
   • The user will be prompted to set up 2FA on their next login
3. Available 2FA Methods:
   • Authenticator App: Google Authenticator, Microsoft Authenticator, or Authy
   • SMS Verification: One-time codes sent via text message
   • Email Verification: One-time codes sent to registered email
   • Security Keys: Support for FIDO2/WebAuthn hardware keys
4. Managing Recovery Options:
   • Go to "Security Center" > "Recovery Settings"
   • Configure backup methods for users who lose 2FA access
   • Generate recovery codes for emergency access
   • Set up designated recovery administrators

For your own Super Administrator account, set up 2FA by going to "My Profile" > "Security" > "Two-Factor Authentication" and following the setup wizard.

The platform's Terms of Service are available in multiple locations:

• Legal Documentation Hub: Go to "System Administration" > "Legal Documents" > "Terms of Service"
• Public Access: Available in the footer of the Curis website or directly at Terms and Conditions
• Within Your Account: Under "My Profile" > "Legal Agreements"
• PDF Download: Available for download from the Legal Documents Hub

The Terms of Service include:

• License agreements
• Acceptable use policies
• Service level agreements
• Limitation of liability
• Payment terms
• Termination conditions

The current version of the Terms of Service is v3.2, effective January 15, 2025. Previous versions are archived in the Legal Documents Hub.

When terms of service need to be updated and communicated to all clinics:

1. Prepare the Update:
   • Go to "System Administration" > "Legal Documents" > "Terms of Service"
   • Click "Create New Version"
   • Either upload a new document or use the online editor to modify the existing terms
   • Highlight significant changes using the "Change Highlight" tool
   • Save the draft version
2. Review Process:
   • Submit for internal review by clicking "Send for Review"
   • Designated legal reviewers will receive notification to approve
   • Address any feedback or comments
   • Obtain final approval
3. Notification Plan:
   • Go to "Deployment Settings"
   • Set the effective date for the new terms
   • Configure notice period (typically 30 days for significant changes)
   • Create notification messages for:
     • Initial announcement
     • Reminder notifications
     • Day-of-change notification
   • Select notification methods (email, in-app notification, admin dashboard alert)
4. Deployment:
   • Click "Deploy Update" to initiate the process
   • Monitor acceptance statistics in the "Deployment Dashboard"
   • Address questions from clinic administrators about the changes

Note that clinic administrators will need to accept the new terms on behalf of their organization before the effective date. You can monitor acceptance status and send reminders to non-responders.

Clinic owners and administrators have specific responsibilities under the Curis Terms of Service:

1. Regulatory Compliance:
   • Ensuring their use of Curis complies with local healthcare regulations
   • Maintaining appropriate clinical licenses and credentials
   • Following proper protocols for patient data handling
2. User Management:
   • Creating and managing staff accounts appropriately
   • Assigning proper access levels based on job functions
   • Promptly disabling accounts when staff members leave
   • Ensuring staff are trained on system use and security protocols
3. Data Responsibility:
   • Obtaining proper patient consent for data collection
   • Maintaining accuracy of patient information
   • Implementing appropriate access controls within their clinic
   • Reporting any potential data breaches immediately
4. Proper System Use:
   • Using the system only for intended healthcare purposes
   • Not attempting to reverse engineer or modify the software
   • Not exceeding usage limits specified in their subscription
   • Maintaining minimum required system specifications
5. Payment Obligations:
   • Making timely payments according to their subscription plan
   • Maintaining current billing information
   • Adhering to user count limitations of their plan

A detailed breakdown of clinic responsibilities is available in the "Clinic Owner Handbook" under "System Administration" > "Legal Documents" > "Supplemental Materials".

Curis has usage limits to ensure optimal performance and fair resource allocation:

1. User-Based Limits (per subscription plan):
   • Starter: Up to 3 providers, 10 total staff
   • Professional: Up to 10 providers, 30 total staff
   • Enterprise: Unlimited providers and staff
2. Storage Limits:
   • Starter: 50GB total storage
   • Professional: 200GB total storage
   • Enterprise: 1TB with options to purchase additional storage
   • Documents and images count toward storage limits
   • Database records (appointments, patient info, etc.) do not count toward storage
3. API Rate Limits:
   • Starter: 100 requests per minute
   • Professional: 500 requests per minute
   • Enterprise: 2,000 requests per minute
   • API usage is monitored and throttled when limits are reached
4. Concurrent User Limits:
   • Starter: 15 concurrent users
   • Professional: 50 concurrent users
   • Enterprise: 200 concurrent users
5. Other Limitations:
   • Maximum file upload size: 50MB per file
   • Maximum batch operation size: 1,000 records
   • Report generation: Limited to 10,000 records per report
   • Data export: Limited to 50,000 records per export

You can monitor usage across clinics in the "System Administration" > "Resource Usage" dashboard. When clinics approach their limits, automated notifications will be sent to clinic administrators.

When you discover potential terms of service or policy violations:

1. Document the Violation:
   • Go to "System Administration" > "Compliance" > "Report Violation"
   • Create a new case with details about the violation
   • Upload any relevant evidence (screenshots, logs, reports)
   • Classify the violation type and severity
2. Investigation Process:
   • Review user activity logs related to the incident
   • Determine which specific policies were violated
   • Assess the impact and potential harm
   • Document your findings in the case record
3. Appropriate Actions:
   • For minor violations:
     • Issue a warning to the user or clinic administrator
     • Provide education on proper usage
     • Document the warning in the case record
   • For moderate violations:
     • Temporary suspension of specific features
     • Mandatory training for users
     • Formal written notice to clinic management
   • For severe violations:
     • User account suspension
     • Clinic account probation
     • Service limitation
     • In extreme cases, termination of service
4. Communication:
   • Use the "Communication" tab in the case record to generate formal notices
   • Select the appropriate template based on violation type
   • Include specific details about the violation, required corrective actions, and consequences
   • Maintain a professional tone, focusing on the policy rather than accusatory language
5. Follow-up:
   • Monitor compliance with required corrective actions
   • Update the case record with all communications and outcomes
   • Schedule a review after an appropriate time period
   • Close the case when the issue is resolved

For assistance with difficult violation cases, contact the legal department through the "Request Legal Consultation" option in the case management interface.

Curis follows a structured update management process:

1. Update Types:
   • Feature Updates: New capabilities and enhancements (quarterly)
   • Maintenance Updates: Bug fixes and minor improvements (monthly)
   • Security Updates: Critical security patches (as needed)
   • Infrastructure Updates: Backend improvements (minimal disruption)
2. Update Schedule:
   • View the upcoming update calendar at "System Administration" > "Updates" > "Schedule"
   • Major updates are scheduled quarterly (Q1, Q2, Q3, Q4)
   • Maintenance windows occur every third Sunday of the month from 2:00 AM to 6:00 AM EAT
   • Emergency security patches may occur outside scheduled windows
3. Preview and Testing:
   • Access the preview environment two weeks before major updates
   • Test upcoming features in a sandbox environment
   • Provide feedback through the "Update Feedback" form
   • View compatibility notes and prepare for any required changes
4. Update Process:
   • Advance notification sent 7 days before scheduled updates
   • Reminder notification sent 24 hours before
   • During the update window, the system runs in limited functionality mode
   • Progress updates are posted on the system status page
   • Completion notification sent when update is finished
5. Post-Update:
   • Verify system functionality using the "System Verification" checklist
   • Report any issues through the "Update Issues" form
   • Review what's new in the "Release Notes" section
   • Access training materials for new features

Critical business functions like appointment scheduling and patient records are designed to remain accessible during most update windows, with only administrative and reporting functions experiencing downtime.

To notify clinics about platform changes or updates:

1. Creating Announcements:
   • Go to "Communication Center" > "Announcements"
   • Click "Create New Announcement"
   • Select the announcement type:
     • System Update: Platform changes and new features
     • Maintenance: Scheduled downtime
     • Policy Update: Changes to terms or policies
     • Security Advisory: Important security information
     • General Announcement: Other important news
   • Compose your message with a clear subject line and detailed content
   • Add attachments or screenshots if helpful
   • Use the "Preview" function to see how it will appear to recipients
2. Targeting Recipients:
   • Choose whether to send to all clinics or select specific ones
   • Select recipient roles (Clinic Administrators, Providers, All Users, etc.)
   • Prioritize the announcement (Normal, Important, Critical)
   • For critical messages, require acknowledgment
3. Delivery Options:
   • Set notification delivery channels:
     • In-app notification
     • Email
     • SMS (for critical updates only)
     • Dashboard alert
   • Schedule delivery immediately or at a future date/time
   • Set expiration date for the announcement
   • Configure reminder notifications for unread messages
4. Following Up:
   • Monitor read receipts in the "Communication Metrics" dashboard
   • View acknowledgments for critical messages
   • Send targeted follow-ups to users who haven't read important announcements
   • Collect feedback through the optional survey feature

For major system changes, consider hosting webinars or creating tutorial videos to help clinics adapt. You can schedule these in the "Training" section of the Communication Center.

Curis maintenance windows follow these standard schedules:

1. Regular Maintenance Windows:
   • Monthly Maintenance: Every third Sunday of the month from 2:00 AM to 6:00 AM EAT
   • Quarterly Major Updates: First Sunday of January, April, July, and October from 1:00 AM to 8:00 AM EAT
   • Database Optimization: Last Saturday of each month from 11:00 PM to 3:00 AM EAT
2. Impact Levels:
   • Level 1 (Minimal): No service interruption, background maintenance only
   • Level 2 (Low): Administrative functions limited, clinical functions fully available
   • Level 3 (Moderate): System operates in read-only mode for brief periods
   • Level 4 (High): Complete system unavailability during maintenance window
3. Viewing the Schedule:
   • Go to "System Administration" > "Updates" > "Maintenance Calendar"
   • View a 12-month rolling calendar of all scheduled maintenance
   • Each entry includes the maintenance type, duration, and impact level
   • Export the calendar to iCal, Google Calendar, or Outlook
4. Emergency Maintenance:
   • Unscheduled maintenance may occur for critical security patches or system issues
   • Emergency maintenance is announced with as much advance notice as possible
   • Efforts are made to minimize disruption to clinical operations
   • Post-incident reports are provided following emergency maintenance

During maintenance windows, the system displays a maintenance banner with estimated completion time. Users are advised to complete their work before maintenance begins and to save any in-progress work.

You can request changes to the maintenance schedule for exceptional circumstances by submitting a request through "System Administration" > "Updates" > "Schedule Adjustment Request" at least 14 days in advance.

Release notes for Curis platform updates can be accessed in several ways:

1. From the Dashboard:
   • Click on the "What's New" icon in the top navigation bar
   • This opens the most recent release notes in a side panel
   • Click "View All Updates" to see the full history
2. From System Administration:
   • Go to "System Administration" > "Updates" > "Release Notes"
   • This page shows a complete archive of all releases
   • Use filters to view by date range, update type, or feature category
   • Click on any release to expand the full notes
3. Release Note Categories:
   • New Features: Completely new functionality
   • Enhancements: Improvements to existing features
   • Bug Fixes: Corrections to reported issues
   • Security Updates: Security-related improvements
   • Performance Improvements: Speed and reliability enhancements
   • Deprecated Features: Features being phased out
4. Additional Resources:
   • Click "Tutorial Videos" to access walkthrough guides for new features
   • Use the "Feedback" button to provide input on specific features
   • Click "Download PDF" to save the release notes for offline reference
   • Use "Share" to send the notes to clinic administrators via email

For upcoming releases, preview notes are available in the "Coming Soon" section of the Release Notes page. These preview notes give advance notice of planned features and changes to help you prepare your clinics.

To participate in beta testing of upcoming Curis features:

1. Accessing the Beta Program:
   • Go to "System Administration" > "Updates" > "Beta Program"
   • If you haven't joined before, click "Enroll in Beta Program"
   • Review and accept the Beta Testing Agreement
   • Complete the Beta Participant Profile with your areas of interest
2. Available Beta Features:
   • Once enrolled, you'll see a list of currently available beta features
   • Each feature includes:
     • Description and expected benefits
     • Current development stage
     • Estimated general release date
     • Known limitations or issues
     • Testing scope and objectives
   • Click "View Details" on any feature for comprehensive information
3. Enrolling in Specific Betas:
   • Select the features you're interested in testing
   • Choose enrollment options:
     • Super Admin Only: Enable just for your account
     • Selected Clinics: Choose specific clinics for testing
     • All Clinics: Enable platform-wide (use with caution)
   • Set a testing duration or end date
   • Click "Activate Beta Features" to enable
4. Providing Feedback:
   • Use the "Beta Feedback" button that appears with all beta features
   • Submit detailed feedback including:
     • Usability observations
     • Bug reports with steps to reproduce
     • Feature improvement suggestions
     • Screenshots or screen recordings when helpful
   • Participate in scheduled feedback sessions with the product team
5. Managing Beta Features:
   • Return to the Beta Program page to manage active betas
   • Disable features that aren't working well for your environment
   • Extend testing periods when needed
   • Monitor announcements about updates to beta features

Important: Beta features may contain bugs or undergo significant changes before final release. It's recommended to test beta features in limited environments before wider deployment.

As a Super Administrator, you have multiple channels to contact technical support:

1. In-Platform Support:
   • Click the "Help" icon in the top navigation bar
   • Select "Contact Support" from the dropdown menu
   • Choose the issue category and fill out the support form
   • Include any relevant screenshots or error messages
   • Submit the ticket and receive a confirmation with tracking number
2. Email Support:
   • Send detailed issue description to superadmin-support@citruslabs.co.ke
   • Include your full name, Super Admin ID, and contact information
   • For urgent issues, put "URGENT:" in the subject line
3. Phone Support:
   • Super Admin dedicated support line: +254 112 400 001
   • Available Monday-Friday, 8:00 AM to 8:00 PM EAT
   • Emergency after-hours support: +254 112 400 002 (Critical issues only)
4. Live Chat Support:
   • Available from your dashboard by clicking "Live Chat" in the help menu
   • Connect directly with a support specialist
   • Available during normal business hours
5. Priority Support Portal:
   • Access your dedicated support portal at support.curis.citruslabs.co.ke/superadmin
   • Log in with your Super Admin credentials
   • View all your open tickets and their status
   • Schedule callback appointments with senior support technicians

Super Administrator support requests receive priority handling with targeted response times based on severity:

• Critical: 30 minutes or less
• High: 2 hours
• Medium: 4 hours
• Low: 1 business day

Curis provides tiered support hours based on issue severity and support channel:

1. Standard Support Hours:
   • Monday to Friday: 8:00 AM to 8:00 PM EAT
   • Saturday: 9:00 AM to 5:00 PM EAT
   • Sunday: Closed (except for emergency support)
   • Public Holidays: Limited support (9:00 AM to 3:00 PM EAT)
2. Support Channels and Hours:
   • Phone Support: Available during standard support hours
   • Live Chat: Available during standard support hours
   • Email Support: 24/7 ticket submission with responses during standard hours
   • In-platform Support: 24/7 ticket submission with responses during standard hours
3. Emergency Support:
   • Available 24/7 for critical issues affecting system availability or patient safety
   • Access via the emergency support line: +254 112 400 002
   • Requires Super Administrator credentials to verify
   • Limited to genuine system emergencies; misuse may result in charges
4. Scheduled Support:
   • Advanced technical consultations can be scheduled outside standard hours
   • Book appointments through the Support Portal at least 24 hours in advance
   • Available for complex issues requiring dedicated support time

Support hours are subject to change during major holidays or scheduled system maintenance. Check the Support Portal for notices about modified support availability.

For critical issues requiring immediate attention:

1. Identify Issue Severity:
   • Critical: System completely unavailable, severe data corruption, security breach, patient safety risk
   • High: Major function unavailable affecting multiple clinics, significant performance degradation
   • Medium: Important feature unavailable but with workarounds, affecting specific clinics
   • Low: Minor issues, cosmetic problems, feature requests
2. Initial Escalation Steps:
   • For existing tickets: Click "Escalate" in the ticket detail page
   • Select the severity level and provide justification
   • Add any new information or impact details
   • For critical issues, also call the support line to notify them of the escalation
3. Emergency Escalation Protocol:
   • Call the Super Admin priority line: +254 112 400 001
   • If no response within 5 minutes, call the emergency line: +254 112 400 002
   • Identify yourself as a Super Administrator and provide your authentication code
   • Clearly state this is a critical issue with specific impact details
   • If the issue still isn't being addressed, request the on-call manager
4. Executive Escalation:
   • For prolonged critical issues (unresolved after 2 hours)
   • Go to "Support Portal" > "Executive Escalation"
   • This will alert senior management to the ongoing issue
   • Provide a contact number where you can be reached
   • A senior director will contact you directly
5. Following Up:
   • Document all communications during the escalation
   • Request regular status updates at defined intervals
   • Ensure you're available to provide additional information if needed
   • After resolution, participate in the incident review if requested

Important: The escalation process is designed for genuine emergencies. Using emergency channels for non-critical issues may result in escalation privileges being restricted.

To submit and track feature requests for the Curis platform:

1. Using the Product Feedback Portal:
   • Go to "Help" > "Product Feedback" in your dashboard
   • Click "Submit Feature Request"
   • Fill out the structured form with:
     • Feature title and detailed description
     • Problem the feature would solve
     • Expected benefits
     • Use case examples
     • Desired implementation timeline
     • Priority level from your perspective
   • Attach mockups, diagrams, or examples if available
   • Submit the request to receive a tracking ID
2. Enhancing Request Visibility:
   • Share the request with other Super Administrators
   • Gather endorsements from clinic administrators
   • Add quantifiable metrics on impact (time saved, errors reduced, etc.)
   • Link related support tickets or previous discussions
3. Tracking Request Status:
   • View all your submissions in the "My Requests" section
   • Check status updates:
     • Under Review: Initial assessment by product team
     • Approved for Roadmap: Planned for future release
     • In Development: Currently being built
     • In Beta Testing: Available for beta users
     • Released: Implemented in the platform
     • Declined: Not being implemented (with explanation)
     • Merged: Combined with similar requests
   • Subscribe to email notifications for status changes
4. Participating in Feature Development:
   • Respond to requests for additional information
   • Join focus groups for specific feature discussions
   • Volunteer for beta testing when the feature reaches development
   • Provide feedback on proposed implementations
5. Quarterly Feature Review:
   • Super Administrators are invited to quarterly roadmap reviews
   • Vote on prioritization of pending requests
   • Provide additional context for high-priority items
   • Preview upcoming development plans

Feature requests from Super Administrators receive priority consideration, especially those that would benefit multiple clinics or improve platform security and performance.

To effectively report bugs in the Curis platform:

1. Before Reporting:
   • Verify the issue is reproducible
   • Check if it's a known issue in the "System Status" page
   • Try basic troubleshooting (refresh, clear cache, different browser)
   • Note down all steps that lead to the bug
2. Submitting a Bug Report:
   • Go to "Help" > "Report a Bug" in your dashboard
   • Select the affected module/feature
   • Provide a clear, specific title for the issue
   • In the description, include:
     • Exact steps to reproduce the bug
     • Expected behavior
     • Actual behavior observed
     • Frequency (always, sometimes, randomly)
     • Affected users or clinics
     • When the issue was first noticed
     • System information (browser, device, operating system)
   • Attach supporting evidence:
     • Screenshots or screen recordings
     • Error messages or logs
     • Sample data (with personal information removed)
   • Set the severity level:
     • Critical: System unusable, data loss, security issue
     • High: Major function broken, no workaround
     • Medium: Function impaired but workaround exists
     • Low: Minor issue, cosmetic problem
3. Bug Report Tracking:
   • You'll receive a confirmation with a bug ID
   • Track status in "My Reports" under the Help center
   • Respond promptly to any requests for additional information
   • Subscribe to updates on the ticket
4. For Urgent Bugs:
   • If the bug is critical and affecting operations, follow the standard escalation procedure
   • Call the support line and reference your bug report ID
   • Request immediate attention if patient care or data security is at risk
5. After Submission:
   • The bug will be verified by the QA team
   • You may be contacted for clarification or to test potential fixes
   • Once resolved, you'll receive a notification with details of the fix
   • Verify the fix resolves the issue and provide feedback

For widespread issues affecting multiple clinics, the fix will be prioritized and may be deployed as an emergency patch. Critical security vulnerabilities should also be reported directly to security@citruslabs.co.ke in addition to the bug report.