SehaFile (صحه فايل) is Egypt's first Citizen-Owned Unified Health Profile platform combined with a comprehensive Clinic Management SaaS. It gives citizens complete ownership of their health data while providing clinics with a modern practice management system.

ما هو صحه فايل؟

صحه فايل هو أول منصة مصرية للملف الصحي الموحد المملوك للمواطن مع نظام إدارة عيادات متكامل. يمنح المواطنين ملكية كاملة لبياناتهم الصحية ويوفر للعيادات نظام إدارة حديث.

How does SehaFile protect patient data?

SehaFile uses end-to-end encryption, role-based access controls, and audit logging for all data access. Patient data is stored on secure GCP infrastructure in the MENA region with full compliance to Egyptian data protection regulations.

What types of clinics can use SehaFile?

SehaFile supports all types of medical practices including general practice, dental clinics, dermatology, pediatrics, orthopedics, ophthalmology, and multi-specialty centers. The system is flexible enough to handle single-doctor offices to multi-branch hospital chains.

How much does SehaFile cost?

SehaFile offers three plans: Free (for citizens to manage their health profile), Professional at 499 EGP/month (full clinic management), and Enterprise at 1,299 EGP/month (multi-branch with advanced analytics). All plans include Arabic and English support.

Does SehaFile work in Arabic?

Yes, SehaFile is fully bilingual (Arabic and English) with complete RTL support. The interface, medical records, prescriptions, and all documents can be in Arabic or English, making it ideal for the Egyptian healthcare market.

What is the Citizen Health Profile?

The Citizen Health Profile is a free, unified digital health record owned by the citizen. It aggregates medical data from all participating clinics, includes an emergency card with QR code, tracks medications, allergies, lab results, and visit history.

How does SehaFile handle insurance claims?

SehaFile includes a complete insurance management module supporting pre-authorization requests, claim submission, price list management for different insurance companies, and claim tracking from submission to payment.

Can patients access their own records?

Yes, patients have full access to their health records through the Citizen portal. They can view visit history, lab results, prescriptions, download documents, share records with other doctors, and manage family member profiles.

Is SehaFile compliant with Egyptian health regulations?

SehaFile is designed for full compliance with Egyptian healthcare data protection laws and medical practice regulations. The platform supports e-invoicing requirements, disease reporting, and medical certificate standards as per Egyptian Ministry of Health guidelines.

Support Tickets - Help Center | صحه فايل SehaFile

Overview

Support tickets are your direct communication channel with the SehaFile platform support team. Report bugs, request features, ask questions about functionality, or get help with configuration. Each ticket has a category, priority level, and full message thread with attachment support. The platform team responds within SLA deadlines based on ticket priority.

Creating a Support Ticket

Navigate to Settings > Support — Click Settings and select the Support tab. Or click the help icon in the header.
Click "New Ticket" — The ticket creation form opens.
Fill in ticket details:
- Category — Select: bug_report, feature_request, billing, configuration_help, data_issue, other
- Priority — Select: low, medium, high, critical. Critical is for system-down situations only.
- Subject — Clear, concise summary of the issue (max 255 characters)
- Description — Detailed explanation including steps to reproduce (for bugs), expected vs. actual behavior, and any error messages
- Attachments — Add screenshots or files that help illustrate the issue
Submit — The ticket is created with status "open" and assigned a reference number.

Tracking Your Tickets

View all your tickets in Settings > Support with status filters (open, in_progress, resolved, closed).
Click a ticket to view the full conversation thread.
Add replies or additional information as messages in the thread.
When the issue is resolved, the ticket status changes to "resolved". You can reopen if the issue persists.

Tip: Include screenshots and the exact steps to reproduce when reporting bugs. This significantly reduces back-and-forth and speeds up resolution time. The more detail you provide, the faster we can help.

Support ticket list showing ticket subjects, categories, priorities, and current statuses

Frequently Asked Questions

What are the SLA response times?

Critical: 1 hour. High: 4 hours. Medium: 24 hours. Low: 48 hours. These are first-response times during business hours (Sunday-Thursday, 9AM-6PM Egypt time).

Can my staff create tickets?

Yes. Any staff member can create support tickets. The submitted_by field tracks who created each ticket.

Can I attach files to ticket messages?

Yes. Each message supports multiple attachments (images, PDFs, screen recordings). Maximum 10MB per attachment.