ROSIE Support · Guide

Sign in at app.rosie-app.ch/support/ with your personal ROSIE account. Support uses a separate session. Signing in to the main app does not automatically sign you in here.

A facility admin sees support cases for their own facility. They can grant or revoke access for internal staff and IT partners. This role gives no access to other facilities or to Operations.

Every grant names a facility and a personal account. Case contacts and history become visible only after the case is assigned to you. The facility administration manages grants under “Access”.

In “Cases” you can create a case and record status and replies. Internal support can take ownership of open cases. IT partners work on cases assigned by the facility administration. “Callbacks” shows cases with an appointment. A phone number opens your device’s phone function; the call does not run through ROSIE.

“Data exchange” shows configured file flows and their status. The shared import and export assistant opens after you choose it. Permission for this area gives no support-case or Operations rights.

“Diagnostics” shows recorded technical codes for a day. You can link them to a case and copy or download a daily report. Some incidents may not have been recorded. The diagnostic feed does not store free-form browser error messages.

“Operations” shows instance status, technical errors and figures only for expressly approved facilities. You can also manage operating services with costs and due dates and view recorded AI usage. It appears only for an account separately allowed in server configuration with a confirmed second factor. You must sign in to Support itself. A facility admin role is insufficient.

The “ROSIE help” link opens the public guides. Support does not search their contents and has no AI support chat. Voice help in the main app is a separate feature and does not automatically read these guides.

The installed interface can start offline. Cases, contacts, diagnostics and operational data need a connection and a valid session.

“Open Hostpoint Webmail” leads to an external mailbox. It needs separate mailbox permission and sign-in.