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[Support Policies & Prices] |
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Support Policies - Effective January 1st, 2004Service & Support HoursTerms Monthly Maintenance Plan Per Call Support Rates Support Line Procedure Programming, Data Conversions, & Form Design Travel Charges Enhanced Phone Support Time "On Hold" & "On Site" On Site Prepaid Support Credit Card Nature of Problem
Click here to view Printable version of the Support Policy Starting 01/01/04
Monday through Friday, 9:00am to 5:00pm, holidays excluded. All other hours are
considered overtime. Clients under support contracts may receive support
time after hours if requested.
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Monthly
Maintenance Plan (optional)Unlimited phone support.
Enhanced Online Phone Support. (PC Anywhere) $100.00 per hour.
Priority scheduling for on site help.
Does not include on site support charges.
Support will be provided from 9:00am-5: 00pm EST Mon-Fri., holidays excluded.
Cost - $125.00/ month prepaid quarterly. ($375.00 per Quarter) Phone calls beyond 15 minutes. may require an on site service call.
Monthly Maintenance does not cover new programming, form design or on site service calls. On site service calls are billed at $100.00 per hour, for customers under Monthly Maintenance. Time and a half is charged for overtime hours.
Per
Call Support Rates Per call rates allow you to control your own support costs. Support rates cover phone and/or onsite service. Per call support charges are $2.09/per min. with a $10.00 per call minimum.
Per Fax or Email question support - $25.00 per question answer. (Not all questions can be answer this way.)
We offer direct connect support through WebEx at a per-call rate.
Support
Line Procedure When calling for support at (513) 922-4303 , leave your name, the practice name, a call back number, and the nature of your problem. All calls will be returned in the order received. Except for those calls received from customers under the "Monthly Maintenance Plan" these calls will be returned first. All returned support calls ARE billable, except those customers who are under monthly maintenance plans.
Customers may also contact our support department by
Fax (513)922-4439 or Email .srg@eos.net..
Fax and Email support is also billable at our normal hourly rate.
Preference is given to clients under Monthly Maintenance.
Programming,
Data Conversions & Form DesignThese specialized services are bid separately at a fixed rate to protect you from unforeseen time overruns. Hourly rate is $125.00 per hour.
Enhanced
Phone SupportThis feature allows us to dial up your computer and perform interactive functions online, computer to computer. Quite literally, it allows us to operate your computer from our office and allows you to “show” us what your system is doing. The setup fee will vary depending upon your existing hardware/software. Pc Anywhere software is required. WebEx - Web support offered.
Time
“On Hold” & “On Site”You will be charged for phone time if you place our support personnel “on hold”. Please call us when you have the time to work with us.
You will be charged for all time we spend “on site”. Please make sure the person or persons that we are going to train are not dealing with patients or phones at training time. Your practice will be charged for our time on site, even if we sit and watch you work.
On
Site Prepaid SupportThe Monthly Maintenance Plan does not include on site support. Minimum on site fee is $125.00, plus travel charges if applicable.. On site support rate is $125.00 /hour, unless you are under Monthly Maintenance or you have purchased a block of time as follows:
4 hours………..$500.00
20 hours ……….$2,200.00 ($110.00 Per Hour)
40 hours ……….$4,000.00 ($100.00 Per Hour)
Block purchases must be paid in full prior to usage. Service will be provided between 9:00am and 5;00pm. EST Mon.-Fri., holidays excluded. On site visits are a minimum of one hour plus travel time, if applicable. Time and a half will be charged for services beyond normal working hours.
Travel
Charges Travel time is charged (one way) from the time we leave our office to the time we get to your office. Other expenses may be incurred for remote locations. Travel charges apply to clients who's offices are locations beyond 30 minutes of our office, at $125.00 Per Hour.
Credit
CardWe accept VISA, MASTER CARD, DISCOVER
Nature
of problemTime expended by SLC Software Services in determining the cause of difficulties will be billable. Although we can determine possible MediSoft software limitations and problems we can only provide “work around” solutions, we have no authority to alter the MediSoft program. All software is sold "As Is" per license agreement.
You will be billed for additional time required due to discrepancies or limitations in your hardware or software capabilities.
30
Days Free SupportSLC Software offers 30 days free of email and fax question support from date of purchase/delivery of your Medisoft products purchased from SLC Software Services. Support questions must be typed and faxed over to 513-922-4439 or emailed to .srg@eos.net.. The fax or email questions must included a return fax phone number and/or email address. All responses will be given in a written form and email or fax back to your office.
What Services are covered by the free 30 Days Question Support? Free support will be given for the following : questions related to the operation of Medisoft software in a physician's office or a billing service office. Only to those customers who have purchased Medisoft thorough SLC Software Services receive this support from SLC Software Services.
The free support does not cover help with network configuration, computer hardware problems, or training on the how to do medical billing or training on how to use the software step by step. It does not cover data repair issues, data conversion issues. * These types of services can be provided for a fee of $125.00 per hour.
As Medisoft Certified Reseller of Medisoft Products we also offer hands on training, as well as on site support services for a fee. There are Interactive training CD's for learning the software as well.
Training is one of the most important part of your Medisoft software system. The knowledge and skills of the personnel using the software could make the difference of getting claims paid in 15 days or 115 days.
Make sure your practice purchases some type of training, because great software will do nothing for your practice if your staff does not know how to use it.
See our support agreement.
Use link listed below only when asked to by SLC Software Support staff.
This link to start of web support for your computer and Medisoft software.
Web Ex Support Link - https://slcsoftware.webex.com/
If you have high speed internet and would like web support on Medisoft software call us at 513-922-4303.
Web support by appointment.
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McKesson determines pricing ,
trade-in policies and values for all McKesson Medisoft Products.
McKesson requires a valid Medisoft Serial Number at time of trade-in in
order to receive “Trade-in” credit. Serial numbers are retired at time
of trade-in. (Retired Serial & DOS Serial numbers are not valid for
trade-in promotions.)
Price is subject to change with out notice. All
Brands and product names are registered trademarks of their respective
companies. McKesson is the manufacturer of the Medisoft product lines
and is solely responsible for all the software’s content and
performance, of their products. McKesson controls when and if upgrades
and updates will be offered and released.
Returns of software are NOT accepted. In keeping with industry standards, we will not accept returns on software. However, if your product is damaged, we will replace it at no charge. Contact SLC Software Services for more information. PRICES ARE SUBJECT TO CHANGE WITH OUT NOTICE OR OBLIGATION. |
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