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.
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.
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†|
†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.
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.
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
|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.