User

Support Policy

Support Offering
AdvancedMD provides a team of professional, experienced Support personnel to help you get the most out of your AdvancedMD system. Currently, support is available as follows:

AdvancedMD Professional and AdvancedEMR

  • Email: Any user may submit support questions via email through our online support form. Target response time is 1 business day. Note: Do not send Category 1 or 2 issues via email.
  • Phone: Designated Support Contacts may use toll-free telephone support at 1-888-700-9060 during standard Support hours (below).
  • Emergency: After-hours on-call support for emergencies is also available via the toll-free number above. After-hours support incidents, except for Category 1 or 2 issues (defined below) are billed per incident at a rate of $150 each.

AdvancedMD Essential

  • Email: Any user may submit support questions via email through our online support form. Target response time is 1 business day. Note: Do not send Category 1 issues via email.
  • Emergency Phone: On-call telephone support for Category 1 emergencies is available at 801-984-9555 at all times.  Non-Category 1 telephone support issues (defined below) will be billed per incident at a rate of $150 each.

Hours of Operation
AdvancedMD Support (phone/email) standard hours are 8:00am - 8:00pm EST on normal business days. Support is closed for company holidays, listed below.

2008 Holidays
Tue Jan 1 New Years Day
Mon Feb 18 Presidents Day
Mon May 26 Memorial Day
Fri Jul 4 Independence Day
Mon Sep 1 Labor Day
Thu Nov 27 Thanksgiving Day
Fri Nov 28 Day after Thanksgiving
Thu Dec 25 Christmas Day
Fri Dec 26 Day after Christmas
 
2009 Holidays
Thu Jan 1 New Years Day
Mon Feb 16 Presidents Day
Mon May 25 Memorial Day
Fri Jul 3 Independence Day (observed)
Mon Sep 7 Labor Day
Thu Nov 26 Thanksgiving Day
Fri Nov 27 Day after Thanksgiving
Thu Dec 24 Christmas Eve
Fri Dec 25 Christmas Day

Supported Issues
Most issues can be handled directly by our Support team. Examples of these call types include:

  • Questions about using system features/functions
  • Troubleshooting data or functional problems that result from how the system is being used
  • Assisting local network technicians in evaluating connectivity and performance
  • Help with electronic services such as claims submission, reports, etc.
  • Reporting of a system issue (bugs or system not available)
  • Customer service items (we'll direct you appropriately for billing/contract questions, ordering new services, etc.)

Non-Supported Issues
AdvancedMD Support is available to assist by providing information to help resolve software or business issues relating to use of AdvancedMD services. Requests for extended training, custom technical work, or other similar items are referred to our Client Services team for additional assistance and a price quote. Electronic claims are supported with regards to connectivity to our clearinghouse partners. Payor-related issues should be resolved between the payor and submitting office. For questions regarding issues not directly related to AdvancedMD's software (such as general PC or network troubleshooting), please contact your office's computer technicians. AdvancedMD will additionally try to provide information and links to appropriate support resources.

Priority Levels
Support issues are classified by priority level as identified below, with the indicated response targets:

Priority Level Definition Response time Target resolution Effort

Category 1: System problem that has resulted in a down situation in which a client is unable to access the system or significant functions thereof with critical impact on the client's operations. A reasonable workaround is not available.

30 minutes 8 hours 
or less 		Work continuously 
to resolve

Category 2: System problem that has resulted in a situation in which a client is unable to use a significant system function, but is able to continue working with other functions. The impact on the client's operations is high but not critical.

30 minutes 2 business days Continuous during business hours

Category 3: Problem that does not seriously affect the client's operations or schedules. A Category 1 or 2 problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem.

1 business day 15 business days Normal business hours

Category 4: All other problems with system other than those falling within the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications.

1 business day Normal release cycle Normal business hours

If you have any questions regarding AdvancedMD Customer Support, please call 1-888-700-9060 during regular business hours.

Rev 06/19/08


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