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Plan
Details:
Comprehensive Support Plan
Comprehensive
Support Plan is recommended for larger clinics with 10
or more computers. It is required for multi-site
installations:
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Unlimited
Phone Support for all network, 'certified'
software and hardware problem diagnosis
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Unlimited
Updates on CSC Software Products. On average, we
update versions multiple times per year. Clients at
this level may download or receive multiple updates
per year at no additional charge.
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Highest
Priority Response. Usually immediate response.
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Remote
Control Software Required for CSC Support
Center personnel to access your computer and solve
the problem quickly
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Reduced
Rates for Training, On-Site Service, Consulting
or Professional programming/consulting time.
Please contact us for pricing
information.
Limited
Support Plan
Limited Support
Plan is available for smaller practices with less than
5-8 computers:
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Unlimited
Phone Support on CSC software and 30 Minutes Per
Month Free problems with other software or hardware.
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One Update
per year for CSC Software products. Additional
Updates, if desired, may be purchased.
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$1 per
Minute Charge for Excess Support Time Incurred
in Any Calendar Month for non-CSC software issues.
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2nd Highest
Priority Response
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Remote
Control Software Required for CSC Support
Center personnel to access your computer and solve
the problem quickly
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Reduced
Rates (About 30%) for Training, On-Site Service,
Consulting or Professional time.
Please contact us for pricing
information.
Per-Minute
(Pay-As-You-Use) Support Plan
Per-Minute Support
Plan is available for clients that do not have The
Paperless Office or other CSC's software products
installed, but would like access to our support center
resources:
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Call In Support
Charged to Credit Card or Deposit Paid in Advance.
Contract required.
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$3 per Minute
for time used.
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No guarantee of
problem resolution.
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No Per Incident
Maximum.
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Applies to both
Software and Hardware Support Calls.
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No Software
Updates are provided under this plan.
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'Best Effort'
Response. No support records retained for this class
of contract.
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No Retroactive
Upgrade to another Support Plan.
Please contact us for pricing
information.
Please
Note:
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The CSC
Customer Support Center can be accessed from 9-5
(All US Time Zones) on business days by clients.
Extended hour support is available at an additional
fee.
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Outside of
the United States, CSC provides support via the
Internet with certain restrictions. There is no
geographic limitation for any Software Support Plan.
The CSC Support Center supports the following
languages: English, Spanish, Italian, Russian,
Portuguese, but not necessarily during all hours of
operation.
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There is no
restriction on the software that you can ask about,
although we will identify those software packages
that we do support by 'certifying' the installation.
This will include networking software,
communications software for claims or other
purposes, office software such as Microsoft, Dragon
Dictate or other products.
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CSC does not
warrant that it can solve problems which are
presented by client personnel if the software was
not written by CSC. CSC Specifically does not
warrant the software of another company. Support for
software not produced by CSC is provided on a 'best
effort' basis.
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Clients are
required under contract plans to maintain remote
control software which will be supplied by, or can
be purchased from, CSC. Clients are also required to
have a dedicated telephone or Internet line
accessible to the computer that CSC personnel
access. This facility can greatly reduce the time it
takes for CSC personnel to solve problems.
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CSC
recommends that clients subscribe to vendor update
and support services. CSC will assist in applying
all updates under each plan and will communicate
with vendors such as Microsoft, DB Consultants,
Inc., Scansoft, etc. to resolve problems should they
occur.
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