Support Team

Our support teams are committed to providing all Henry Schein One customers the highest level of support at all times. We measure and monitor many key performance support indicators to ensure that we are focused on delivering the best possible support.

The best measure of our customer support is through customer feedback collected through our customer satisfactions surveys.

Here’s what our customers currently think of our support based on their feedback (updated daily).


Henry Schein One also participate in independent surveys of our customers support to benchmark our performance to other customer support teams and industries.

In 2017, we received a customer satisfaction score of 95.5% in the Australian Achiever Awards, in the Computer Systems, Software & Internet Services category.

“I would say they are actually the best team we have worked with, compared to other businesses, as they provide us with all the software and tools needed, alongside an outstanding service. I would rate them as one of the market leaders in the dental software industry.” 

Support Hours

Please select the support team to see hours of operation and support team contact details.

Dentrix Ascend Support: ascend@henryscheinone.com.au    1300 889 668

Standard Support Hours (AET)
Monday – Friday8:00am – 6:00pm

EXACT Support: exact@henryscheinone.com.au    1300 889 668

Standard Support Hours (AET)
Monday – Friday6:30am – 8:00pm
Saturday8:00am – 2:00pm (Emergency Support Only)

OASiS Support: oasis@henryscheinone.com.au    1300 889 668

Standard Support Hours (AET)After Hours Support (AET)
Monday – Friday8:00am – 6:00pm

6:00pm – 8:00pm (Emergency Support Only)

*WA Extended Hours

SaturdayN/A8:00am – 2:00pm (Emergency Support Only)

Digital Imaging Support: 1300 889 668

Standard Support Hours (AET)
Monday – Friday8:30am – 5:30pm

Australian Eastern Time (AET)

Australian Eastern Time (AET) is used to denote the local time in areas observing either Australian Eastern Daylight Time (AEDT) or Australian Eastern Standard Time (AEST). For other than AET areas please allow for your local time zone.

National Public Holidays

Henry Schein One will be closed on National Public Holidays such as Christmas, ANZAC Day, Easter, etc.

If the National Public Holiday falls on a Saturday or Sunday, emergency After Hours Support is unavailable.

Non-National Public Holidays

On non-National Public Holidays, Henry Schein One Support will provide Standard Hours of support.

Saturday or Sunday Support Hours

Saturday or Sunday Support Hours are ‘Emergency Support Only’, defined as a System Down and excludes Digital Imaging support.

After Hours Support (OASIS and Dentrix Ascend ONLY)

After Hours ‘Emergency Support Only’ is defined as a System Down and excludes Digital Imaging support.

* WA (Monday – Friday) ‘After Hours Support’ is not charged at the $150 (ex GST), but only limited Digital Imaging support may be available during this time.

Customer Portal

When you join the Henry Schein One Family, you’ll get 24/7 online access to support resources.

Customer Portal

Raise, view, track and comment on support tickets and more…

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Customer Portal

Access user guides, training videos, support articles and more…

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Customer Portal

Access user guides, training videos, support articles and more…

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Business Services Team

As part of our services offered to you, in addition to our Customer Support Teams, we also provide access to a team of Customer Success Specialists that can assist you to maximise practice productivity, patient outcomes and practice performance.

The services offered by our Business Services Team includes a series of three complimentary health checks to help you optimise your practice performance so that you can treat more patients and improve patient health outcomes.

Types of health checks available:

New Patient Acquisition

Effortlessly attract new patients whilst making it easy for them to find and book an appointment online.

Patient Cycle Management

Efficiently and effectively manage the patient cycle end-to-end, focusing on exit workflow, recalls and reminders.

Treatment Plan Acceptance

Increase treatment plan acceptance by reducing common barriers for patients.

Request your health checks today by calling call 1300 889 668 or emailing bestpractice@henryscheinone.com.au

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Training

We offer a range of training resources to help you get the most out of your dental practice management system.