Service & support policy

AdvancedMD is committed to providing our clients with exceptional availability for our connected practice management system. We understand that you need to have your system available whenever and wherever you want or need to do business. And we know that meeting those needs is critical to our success as well.


Service Level Policy

Maintenance Periods

One significant benefit of using AdvancedMD’s systems is you never have to pay for or install upgrades or other system improvements. To bring you these benefits, we usually schedule a weekly late night two-hour maintenance period during which we perform minor system and/or application upgrades. This late night maintenance usually occurs on Tuesday evenings. Several times a year, we release a major update in which we add significant new functionality to our service. These periodic major releases may take several hours to complete, and will typically occur on Friday or Saturday evenings. Scheduled maintenance generally occurs during the non-peak 10 p.m. to 7 a.m. (EST) hours to minimize the impact on your business.

Uptime Objectives

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.

Data Retrieval

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.


Support Policy

AdvancedMD Professional and AdvancedMD EHR

  • Email: Any user may submit support questions via email through our online support form. Target response time is one business day. Do not send Category 1 issues via email.
  • Phone: Designated support contacts may use toll-free telephone support at (888) 700-9060 during standard business hours.
    • Please be advised that calls to and from ADP AdvancedMD may be monitored or recorded.
  • Emergency: After-hours, on-call support for emergencies is available via the toll-free number above. After-hours support incidents, except for Category 1 issues (defined below), are billed per incident at a rate of $150 each.
    • Please be advised that calls to and from ADP AdvancedMD may be monitored or recorded.

AdvancedMD Essential

  • Email: Any user may submit support questions via email through our online support form. Target response time is one business day. Do not send Category 1 issues via email.
  • Emergency Phone: On-call telephone support for Category 1 emergencies is available at (888) 700-9060 at all times. Non-Category 1 telephone support issues (defined below) will be billed per incident at a rate of $150 each.
    • Please be advised that calls to and from ADP AdvancedMD may be monitored or recorded.

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.

Holiday Schedule

New Year’s Day†
Memorial Day
Independence Day†
Labor Day
Thanksgiving
Christmas Day†

†If the holiday falls on a Saturday it is observed on the Friday Preceding or if the holiday falls on a Sunday it is observed on the following Monday.

Supported Issues

Most issues can be handled directly by our support team.

  • 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 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.

Priority Levels

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

Priority Level Definition Response time 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 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 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 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 business hours

‡ Change request will be added to our Product Management list for consideration and prioritization.

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