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ClinicPro Support Agreement
The following defines the ClinicPro technical support agreement. Free Program Updates. A substantial portion of your support fee covers the programming costs necessary to provide upgrades. The ClinicPro Support Agreement entitles you to free updates, as they become available, to the ClinicPro program you purchased. Right now we are releasing updates every 45-60 days. As we update our work on the ANSI transmission mandated by HIPAA, you will receive the updates which keep you HIPAA-compliant. Telephone Support: Technical support personnel are available by phone from 6:30 AM - 3:30 pm MST Monday through Friday. You may only need to talk to a tech once every six months, but it is important that they are available when you need them. Disaster Assistance: If you are current on your support and experience a computer crash, you receive immediate assistance in getting up and running. We prioritize support calls using this protocol: a. High priority any situation where the program isnt running b. Second priority any situation that yields rejections on electronic billing c. Third priority any program bug that can be documented and duplicated d. Fourth priority changes needed for future electronic or HCFA needs e. Fifth priority program changes/additions that will benefit all users f. Low priority program changes needed by only one office or small number of users Payment of Support: Support fees are due in the month prior to service. ClinicPro offers an automatic recurring credit card or checking account debit to assist ClinicPro users in maintaining current status with support. Data Backups: It is a HIPAA violation to lose patient data. ClinicPro software offers an online backup service for $30/month with a $25 one-time setup fee to assure that patient data is protected. If customers choose not to use the ClinicPro backup service, customers are responsible for performing daily backups AND storing a backup offsite. If a customer experiences a data problem, ClinicPro support staff can usually repair data that has been corrupted due to hardware failure, inappropriate program termination or network issues. For customers paying technical support, the first two hours of data repair is free. There is a $50/hour charge after the first two hours. Nonpayment of Support: If you choose not to pay sign up for Clinic Pro Support, you may: 1. Purchase updates as they become available. The typical update cost ranges from $1,000-$2000 per update depending on the enhancements in each update. Major updates such as electronic billing format changes (ANSI 5010) or ICD-10 codes will be priced at the top of the scale. 2. Purchase telephone support at $195/issue, payable prior to assistance. 3. Disaster assistance you may pay $195/issue plus $50/hour for assistance getting operational again in the event of hardware failure. However, your office will be scheduled as staff time permits; it will not be high priority if ClinicPro technical staff time is already scheduled. Termination: Either party may terminate this agreement with ninety (90) days written notice. ( )
Yes I want to take advantage of free updates and phone
support by purchasing ClinicPro technical support. It is hereby acknowledged that I understand and agree to
the provisions of the Clinic Start program I am purchasing. Clinic Start is
limited to 500 patients, depending on the version purchased. It is intended
for new practices and designed to provide a way for users to enjoy the
capabilities of the full version of Clinic Pro, limited only to the number
of patients that can be entered. | |||
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