When a dispensing terminal drops out mid-script or your label printer dies during a Saturday rush, you don't want a ticket portal — you want a human who already knows your pharmacy.
WAPIT's helpdesk is staffed by Perth-based pharmacy IT specialists. We hold credentials and runbooks for every major dispensing platform — Minfos, Fred Dispense Plus, LOTS, Z Dispense, MedAdvisor and POS bridges — so the first response is the fix, not a discovery call.
Built for Australian pharmacy operations.
<15 min critical response
Dispensing-down and POS-down tickets are triaged inside 15 minutes during pharmacy trading hours.
Pharmacy-specialist techs
Every engineer is trained on Minfos, Fred, LOTS, Z Dispense, MedAdvisor and PBS Online workflows.
7-days coverage
Extended hours support that matches community pharmacy opening hours, including weekends.
Remote + on-site
Most issues solved remotely in minutes; on-site response across the Perth metro and regional WA when needed.
Unlimited tickets
Flat-fee plans with unlimited helpdesk tickets — no per-incident charges or stopwatch billing.
Documented knowledge
Every fix updates your private pharmacy runbook so the next issue is even faster.
What you receive.
- Dedicated phone line, email and portal for staff to log tickets
- Strict SLA matrix tied to clinical impact (dispensing, POS, dose admin)
- Monthly ticket reporting with trends and root-cause analysis
- Direct vendor coordination with Minfos, Fred Health, telcos and ISPs
Results pharmacy owners see.
- Owners and pharmacists stop fielding staff IT questions
- Average resolution under 22 minutes across our pharmacy fleet
- 97% first-call resolution on common dispensing issues
- Audit trail of every change, login and remote session
Frequently asked questions
Are your helpdesk staff actually in Australia?
Yes. Every WAPIT helpdesk engineer works from our Perth office. No offshore call centres, no overseas escalation queues.
Do you support Minfos and Fred Dispense?
We support Minfos, Fred Dispense Plus, LOTS, Z Dispense, MedAdvisor, GuildCare and the surrounding PBS Online, ePrescribing and MySL integrations.
What happens after hours?
Our standard plan covers extended trading hours 7 days. 24/7 critical-incident cover is available as an add-on for hospital and 24-hour pharmacy clients.
Often paired with this service.
Network Management
Secure, segmented pharmacy networks with always-on monitoring and SD-WAN options.
Learn moreInfrastructure Monitoring
Live monitoring of POS, dispensing servers, network and cloud — alerts before patients notice.
Learn moreVendor Coordination
We deal with Minfos, telco and internet providers — you stop chasing.
Learn more