Service & support policy
As a cloud-based technology platform, AdvancedMD periodically releases system patches and upgrades to ensure our clients continue to have access to a world-class system and the latest features we release. Our scheduled maintenance and patching is conducted once per week, within a two-hour window during non-peak hours, to minimize impact to your business. AdvancedMD will notify clients in advance for non-scheduled maintenance whenever possible.
Our current service level objectives, measured monthly and excluding scheduled maintenance, are as follows (all times EST):
|Period||Timeframe||Uptime % Goal|
|Peak||Weekdays (Mon-Fri, 7 a.m. to 10 p.m.)||99.5%|
|Peak||Weekends (Sat/Sun, 7 a.m. to 10 p.m.)||99.0%|
|Non-Peak||Nights (Mon-Fri, 10 p.m. to 7 a.m.)||95.0%|
These percentages indicate our uptime objective. For example, we aim to be down less than 0.5% of the time (less than 5 minutes per day average) during the 7 a.m. to 10 p.m. Week Day time periods.
Your data security is critical to us, which is why we store everything in our world-class data center, complete with biometric security, redundancy, and offsite backups. While we securely manage your information for you, it is always your data. AdvancedMD offers the ability for you to export your primary data from our applications anytime you like into either standard Comma Separated Value (CSV) or Microsoft Access files, giving you peace of mind and the flexibility you require.
AdvancedMD Support (phone/email) standard hours are 8:00am - 8:00pm EST on normal business days. Support is closed for company holidays, listed below.
|New Year’s Day†|
Friday after Thanksgiving
†If the holiday falls on a Saturday it is observed on the Friday preceding. If the holiday falls on a Sunday it is observed on the following Monday.
Most issues can be handled directly by our support team.
AdvancedMD Support assists the user by providing information to help resolve software or business issues relating to the use of AdvancedMD application services. Requests for personal training, custom technical work, or other similar items are referred to applicable AdvancedMD teams for a needs assessment and a price quote. Free unlimited application training is available through the Video Training Library button on the AdvancedMD Dashboard. For electronic claims filing, only connectivity issues with the payer network are supported by AdvancedMD. Specific payment issues between payer and provider should be resolved between the payer 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.
‡ Change request will be added to our Product Management list for consideration and prioritization.