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 is not 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.
( ) No I choose not to purchase
ClinicPro support at this time and understand that, in making this choice, I
will have to pay for individual upgrades or telephone support as outlined
above.