Support Policies - Effective January 1st, 2009
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Printable version of the Support Policy Starting 01/01/09
 Service
& Support Hours
Service & Support Hours: Monday through
Friday, 9:00am to 5:00pm EST billed at $125.00 pre hr. - holidays excluded. All
other hours are considered Overtime and billed at rate of $175.00 per hour.
Medisoft
Clinical support is $175.00 per Hour.
Our Standard Billing Rate of $125.00 per hour applies to all services & support
services not otherwise given special rates.
Terms
Terms: Our terms of payment will remain
Due Upon Receipt. All Software Sales are Final. Support Services are billed by
the hour and/or quoted project price. All Support & Services are billed and due
at the time of service. Payment is due when services are rendered. Please have
payment ready at time of service.
We
accept Visa, Master Card, Discover, American Express, Check and Cash.
On-Site
Training and Support Services
Billed
by the hour plus travel if applicable. Minimum of $125.00 on-site fee will be
charged for all on-site support.
Travel Charges:
Travel charges apply to office locations beyond the I-275 belt loop of
Cincinnati, at $125.00 per hour (one way). Travel time is charged (one way) from
the time we leave our office to the time we arrive at your office. Other
expenses may be incurred for more remote locations.
Data
file Repair :
If your Medisoft files become
corrupted/damaged through incidents like power surges, improper shutdown or
computer hardware problems. Repair fee of $550.00.
Make sure you BACKUP your data daily, using multiple sets of media. You should
also have off-site backups. Check your backup procedure on a regular basis and
make sure it is working. Not all data can be repaired; sometimes you must go
back to a backup.
We will take a look at your
data for a fee of $125.00 and give you and estimate if you request it.
·
Programming, Data Conversions & Custom Form Design:
·
Hardware & Network Installation & Setup and Repairs.
·
Per Call / Per WebEx Support Rates -
The rate per call is charged at $2.10/per minute with
a $20.00 per call minimum.
WebEx
Support & Training
·
WebEx Support & Training:
Done via high speed internet access is a
service that permits us to access your computer and perform interactive
functions with your computer and you. We can do training, support and even some
data repair via WebEx because both your office staff and ours can see what is
happing on your computer. You control when and if we get to access your
computer. This service will help you avoid travel charges. Customer must
provide High Speed Internet connection to their computer. Billed at a rate of a
$2.10 per minute or Minimum of $20.00.
Programming,
Data Conversions & Form Design
These specialized services are bid separately at a fixed rate to protect you
from unforeseen time overruns. Hourly rate is $125.00 per hour.
Free
Fax & Email Question Support with Medisoft Software purchases from SLC Software
Services
Free
Fax & Email Question Support is given with purchase of the Medisoft software
from SLC Software Services; it starts at date of purchase on your invoice and
continues for the number of days listed on the invoice. This free fax and email
support is supplied by SLC. Phones/WebEx
calls and On-site visits are billable at our normal rate. Faxes are to be sent
to SLC at 513-922-4439 or emailed to
SRG@EOS.NET
What Services are covered by the free 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.
Requesting Support Procedure - Service may
be requested via
Phone (513) 922-4303, Fax (513-922-4439) or Email SRG@EOS.NET
- fax & emails are to be typed. Include your
name, Practice name, Callback phone number with area code, Serial number &
version of Medisoft and nature of your problem and/or question.
Prepaid Telephone/WebEx Support
·Phone/WebEx
Pre-Paid Support for
6 months/or up to 5 hours of support, which
ever comes first is $499.00 - Support consists of answering questions asked
about Medisoft software issues and EDI issues. Calls will be returned in a
timely manner. Faxes & emails will be responded to as soon as possible.
·
Note:
Not all Medisoft Software support questions can be answered on the phone, via
WebEx, or with fax or email. Some question and/or issues and problems may
require an on- site support call which is billable at the hourly rate plus
travel time.
·
Medisoft support Knowledge Base is
free of charge.
·
Medisoft Service patches are
downloadable for free of charge. www.Medisoft.com/kb
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, or schedule a
phone appointment. You will be charged for all time we spend on site or on
hold. We will give your our undivided attention, we want you or your staff’s
attention as well when training.
Nature of Problem
Time expended by SLC Software Services in determining the cause of
difficulties with your software or hardware is 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. Hardware must meet or exceed the minimum hardware requirements for your
Medisoft program. You will be billed for additional time required due to
discrepancies or limitations in your hardware or other software capabilities.
PLEASE NOTE : McKesson is the manufacturer of the Medisoft product lines.
McKesson controls and is solely responsible for all Medisoft software’s content
& performance, and McKesson controls when upgrades will be produced & released.
McKesson sets the pricing & trade–in /Upgrade policies for Medisoft product
lines. Releases are determined by the manufacturer, McKesson only.
ALL SOFTWARE SALES ARE FINAL. All products carry Manufactures
warranty only. SLC offers no additional Warranty on products sold. In keeping
with industry standards, software may not be returned. If software media is
defective it will be replaced. Prices are subject to change without notice.
Price changes will be published on our web site WWW.SLCSoftware.com
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.
As Medisoft Certified Reseller of Medisoft Products we also offer hands on training, as
well as on site support services for a fee. We also sell Interactive
training CD's and/or DVD video'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 join of webex
support form your computer
Web Ex Support Link -
https://slcsoftware.webex.com/
If you have high speed internet we can
support your office via WEBEX internet support. call us at 513-922-4303.
WebEx support by is 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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