Support

No matter how "user friendly" any software is, you never want to feel as though you are out there all alone. Experience shows the bigger a software entity is, the harder it is to receive timely help when you need it. As a Michigan based company, we are controlling the rollout of this solution geographically to ensure we don't outgrow our ability to assist you with everything you will need.

As we developed the advocate reporting solution, we placed a huge emphasis on the support you would need to gain the full benefits this software offers.

Your advocate consultant will be your first responder in the early months of usage. Since they have been with you from inception, they will have a ready understanding of your practice and your main concerns. We have already found that most questions arise from procedural or user error. As familiarity with the system grows, the incidence of direct interaction decreases markedly.

Most routine questions can be handled by calling the 1-800 help desk. There, you will find a responsive and informed staff able to talk you through any issues you might encounter. They can even "look over your shoulder" and see your system via the Internet to help you with adjustments or needed changes. They are available from 8am to 5pm Monday through Friday EST. There is no charge for phone support for up to 4 hours per month. Time in excess of 4 hours is billed at a modest fee.

It is almost impossible to "break" the system with normal usage, so unless there is a fire or water damage or a severe act of nature, your server system should function effortlessly for many years. If however, the server should malfunction we will install a replacement within 48 hours. There is no additional charge for hardware replacement, unless the fault is external, in which case contents insurance would cover the expense.

As the state of the art in servers improves, we will replace and upgrade your system as needed at no additional charge.
Usually this will occur at term rollover such as 24 or 36 month periods.

Rest assured, we will be there to support you in every way we can. We will make every effort required to ensure your continued success with the advocate reporting solution.