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
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.
Uptime Commitments
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 practice management data from our application anytime you like into Microsoft Access, giving you peace of mind and the flexibility you require.
Support Policy
AdvancedMD Professional and AdvancedMD EHR
- Online: Designated support contacts may submit support questions through our online support form. Target response time is one business day.
- 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 AdvancedMD may be monitored or recorded.
- Chat: Designated support contacts may contact support via our live chat option at www.support.advancedmd.com during normal business hours.
- Emergency: After-hours, on-call support for emergencies is available via the toll-free number above. After-hours support incidents, except for system access issues or severer errors impeding primary workflow that requires assistance from AdvancedMD to resolve, are billed per incident at a rate of $150 each.
- Please be advised that calls to and from AdvancedMD may be monitored or recorded.
AdvancedMD Essential
- Online: Designated support contacts may submit support questions through our online support form. Target response time is one business day.
- Emergency Phone: On call telephone support for emergencies, including system access issues or severer errors impeding primary workflow that requires assistance from AdvancedMD to resolve, is available at (888) 700-9060 at all times.
- Please be advised that calls to and from 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 |
| Martin Luther King Day |
| Memorial Day |
| Juneteenth |
| 4th of July |
| Labor Day |
| Thanksgiving |
| Christmas |
†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.
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.
‡ Change request will be added to our Product Management list for consideration and prioritization.
