Resthome · Support · FR/NL/EN
A single point of contact,
who knows your MR/MRS.
Our team answers in French and Dutch, understands INAMI flows and AVIQ standards. No anonymous hotline: a name, an e-mail, a phone number, within 1 business day.
Book a demoWhat you get from our support
Dedicated contact
An assigned contact who knows your facility, your activated modules and your history. No more repetition on every call.
Hotline FR/NL/EN
Phone, e-mail and online tickets. E-mail reply guaranteed within 1 business day, phone coverage 9 am – 6 pm weekdays.
Online support portal
Track your tickets, knowledge base, and Resthome changelog. You see what's progressing, what's open, what's shipped.
Continuous training
Monthly webinars on Resthome updates (Katz, eFact, MDA, eAgreement), on-site sessions on request.
Knowledge base
24/7 documentation: how-tos, business FAQ, AVIQ procedures, step-by-step screenshots.
Structured escalation
Level 1 (user) → 2 (functional) → 3 (technical). You always know who takes over and when.
Concrete commitments
| Commitment | Detail |
|---|---|
| Pickup time (business hours) | Sous 4h |
| Blocking incident resolution (P1) | Sous 8 heures ouvrables |
| Standard anomaly resolution (P2) | Sous 3 jours ouvrables |
| Minor enhancement | Sous 10 jours ouvrables |
| Support languages | French, Dutch, English |
| Hours | Lundi → Vendredi · 9h – 18h |
| Channels | E-mail, phone, ticket portal |
FAQ
Frequently asked
How do I open a ticket?
By e-mail to support@lplg.eu, by phone at +32 473 48 81 00, or directly from the support portal. Each request gets a unique ticket number for tracking.
How many people from my facility can contact support?
No cap. The whole team can reach us. We identify users and maintain a per-facility history.
Does support cover business questions (Katz, INAMI, AVIQ)?
Yes. Our team knows AVIQ requirements and INAMI/eFact flows. For purely legal or clinical questions, we redirect to the relevant authority or professional.
What about urgent issues outside business hours?
For critical production incidents, an on-call mechanism is available with the Premium Support plan — details on request.
Built for Belgian MR, MRS and CSJ.
Every Resthome module was designed in Belgium, for Belgian requirements. Not a generic adaptation — a precise answer to INAMI flows, to AVIQ or COCOM audits, and to the health insurance funds via MyCareNet, WalCareNet and IrisCareNet.
Resthome is accredited by the National Intermutualist College for MDA and eAgreement Light — eFact accreditation in progress.
Hotline 9am–6pm, e-mail within 24 business hours, LPLG team based in Louvain-la-Neuve (Walloon Brabant).
7-year audit trail, 30-year medical-data retention, ward- and role-based access rights, full logging.
Odoo.sh in Europe or on-premise, encrypted at rest and in transit, backups verified monthly.
Support that really knows your facility.
Our customer service does not work like an anonymous call centre. When your facility joins Resthome, a named technical contact is assigned to you. They know your instance configuration, the activated modules, the open-ticket history, the specifics of your MR or MRS. When you call, no need to explain the context every time: we already know you run a mixed MR with 60 beds, your eFact is routed via WalCareNet, you activated the meal module in 2026 with CIQUAL, and your head nurse is called Sophie. This institutional memory radically changes the quality of incident resolution. Repetitive questions disappear, delays shrink, trust takes root. For sharp technical questions (eAgreement, XAdES signature, NIHII certificate), level-2 or level-3 escalation is available in French and Dutch, within 4 business hours.
Let's talk about your support.
A 30-minute guided demo to introduce our team, the ticket portal and the escalation processes.
Book a demo See all our services