Support Policy
emr4MD provides a team of professional, experienced support personnel to help you get the most out of your emr4MD products .
Three easy ways to get the support you need when you need it.
Hours of Operation
emr4MD Support standard hours are 9:00AM-5:30PM Eastern Time on normal business days.
Holidays
emr4MD Support is closed on the following public holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving (Thu and Fri) and Christmas Day.
When a scheduled holiday occurs on a Saturday, it will be observed on the preceding Friday. If the holiday occurs on a Sunday, the following Monday will be observed.
Supported Issues
Most issues can be handled directly by our Support team. Examples of these call types include:
- Questions about using system features/functions
- Troubleshooting data or functional problems that result from how the system is being used
- Assisting local network technicians in evaluating connectivity and performance
- Reporting of a system issue (bugs or system not available)
Non-Supported Issues
emr4MD Support is available to assist by providing information to help resolve software or business issues relating to use of emr4MD products. Requests for extended training, custom technical work, or other similar items are referred to our Client Services team for additional assistance and a price quote. For questions regarding issues not directly related to emr4MD's software (such as general PC or network troubleshooting), please contact your office's computer technicians. emr4MD will additionally try to provide information and links to appropriate support resources.
Priority Levels
Support issues are classified by priority level as identified below, with the indicated response targets:
| Priority Level Definition |
Response time |
Target resolution |
Effort |
| Category 1: System problem that has resulted in a down situation in which a client is unable to use the system or significant functions thereof with critical impact on the client's operations. A reasonable workaround is not available. |
30 minutes |
8 hours
or less |
Work continuously
to resolve |
| Category 2: System problem that has resulted in a situation in which a client is unable to use a significant system function, but is able to continue working with other functions. The impact on the client's operations is high but not critical. |
30 minutes |
24 hours
or less |
Work continuously
to resolve |
Category 3: Problem that does not seriously affect the client's operations or schedules. A Category 1 or 2 problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem. |
|
1 business day |
10 business days |
Normal business hours |
Category 4: All other problems with system other than those falling within the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications. |
|
1 business day |
Normal release cycle |
Normal business hours |
|
Sales (877) 633-6384
