Support isn’t just a phone number at Kestral: it’s at the heart of who we are. From critical service disruptions to questions about automating workflows, our customer service team collaborates closely with you to help your business run smoothly.
What we offer
Kestral diagnostic care software is designed to grow and evolve with you – and the same applies to our support.
Healthcare is a fast-paced industry, so we’ve built our products to need very little maintenance. All software updates and upgrades are included in our standard support package, free of charge.
Customer service
When you work with us, you become part of the team. Our friendly customer service team will get to know your business inside-out and be the first point of call for your day-to-day support.
Through our customer service team, you can schedule site visits, plan training, discuss strategic system enhancements and get technical support.
Support centre
Do you have a critical support issue? Contact your Kestral account manager or call 1300 KESTRAL 
to get it sorted.
Pathology Laboratory System (PLS)
Frequently asked questions
What training does Kestral provide when implementing Karisma?
Kestral provides role-based training structured around the specific functions each staff member performs in Karisma. Reception staff, imaging technologists, radiologists, billing staff and practice managers each receive training tailored to their workflows rather than a generic system overview. Sessions are hands-on and interactive, with the goal of having every team member operating Karisma competently from day one.
How does Kestral support staff training after go-live?
Kestral provides access to a library of online training videos that staff can revisit at any time. This gives practice managers a practical resource for onboarding new staff, supporting role changes and refreshing knowledge without scheduling a formal training session. Individual staff members can work through relevant modules at their own pace, building confidence in the areas most relevant to their role.
What does ongoing technical support look like for Karisma customers?
Kestral’s support team is available to assist with technical issues as they arise, with a focus on prompt resolution and minimal disruption to practice workflow. The team takes a proactive approach to identifying and addressing potential issues before they affect operations. As Karisma evolves and new features are released, Kestral keeps customers informed and supported through changes.
What experience does the Kestral support team bring to practice operations?
Kestral’s support team combines clinical science backgrounds with deep radiology domain knowledge and extensive experience in practice operations across Australia and New Zealand. Support conversations are grounded in an understanding of how radiology practices actually work, not just how the software is built. When a practice manager raises a workflow question or operational issue, the response reflects genuine familiarity with the clinical and administrative context behind it.
What should practice managers look for in a RIS vendor’s support model?
A support model worth investing in goes beyond a helpdesk that responds to technical faults. Practice managers should look for a vendor whose support team understands the clinical and operational environment the software operates in, who takes a proactive approach to potential issues rather than waiting for problems to surface, and who provides resources that reduce the internal training burden over time. The quality of support a practice receives after go-live is as important as the quality of the implementation itself.