MBS-Medical Business Systems

Support Services Program for HealthData Resources

HealthData Resources Customer Support Program

The HealthData Resources, Inc. Customer Support Program is available to all HealthData Resources (HDR) customers to allow easy access to the group that originally wrote and continue to maintain the system programs, documentation and interfaces. This program is designed to insure that systems purchased are correctly installed and that the users are fully trained in the operation of each software package. This support package is provided by the HealthData Resources staff and covers all areas of software training and after-the-sale support. The Support Program insures that you receive maximum benefits from your HealthData Resources computer system.

To insure that our clients receive the best service available, we initiated the Customer Bill of Rights. These rights specify what services you can receive, outline the direct input you can make toward software development and allow access to priority service and regular computer system reviews.

A startup work plan will be created outlining the responsibilities for both HealthData Resources personnel and your personnel. This work plan details the tasks required, step-by-step, to achieve a successful installation. Items covered include installation schedules, software training outlines and timetables, and a plan for bringing each of the system modules to a functional level.

HealthData Resources strongly recommends professional training on the software applications purchased for a period of three months after the system is installed. The training is designed to give in-depth instruction and hands-on experience so that each application may be used to its total capacity. A "Checklist" is provided to everyone to familiarize them with the training agenda and help them evaluate their own progress. Also, tele-training can be used to access tutoring via direct computer acc ess. CoSession® software is required for CSP clients.

HealthData Resources supplies hotline support at our main offices. This service is designed to provide continuing phone support on software questions and provided at no additional cost as part of the support program. The hotline will be answered during normal business hours, Monday through Friday.

The worst errors seem to happen after hours or on the weekend. For this reason HealthData Resources support staff allows emergency calls after hours to have a technical support person paged and return the call.

Once you have signed the purchase contract form HealthData Resources, the first step is the implementation planning meeting. At this meeting a detailed plan of how your system will be implemented will be created.

We will outline what will be done, checkpoint dates, follow-up meetings, completion dates and responsibilities. Because our salespeople are personally involved in this process, you can be assured that what you agreed upon will be exactly what is installed and implemented in your practice. At this meeting, we will discuss everything from site inspections to going "LIVE." We want you to feel secure that once the order is placed, our job has just begun.

Responsibilities

1. Customer Responsibilities

• Assist in the installation plan which best fits your business needs.
• Provide time for those people selected for training to be trained, as well as to provide time for the designated people to convert your computer information.
• Perform and verify daily computer backup.
• Provide power protection against surges and spikes caused by work people and building wiring.

2. HealthData Resources Responsibilities

• Provide the software within the time specified.
• Maintain the software through releases, support & custom programming.
• Provide growth capability for your software.
• Provide assistance in the selection of your system site.
• Provide assistance in your selection of a primary computer operator(s).
• Provide education and training for your operators and yourself on the HealthData Resources software.
• Consistently keep you appraised of any new developments in software which may be of help to you.
• Adhere to the installation plan as outlined and coordinate all activity of the installation.
• Provide on-going support for the software through a full-time staff of professionals dedicated to supporting our medical practices
• Insure a successful data processing installation.

Training Summary

We determined many years ago that it is impractical to make a concentrated effort to train operators on all aspects of the use of the system in a contiguous 8 hour or 40 hour time frame. What works best is to provide on-going training, throughout the installation period.

We also offer personalized training for the physician on selected aspects of the system. We will not only show you how to use the system but how you can best utilize the system to help your practice.

And the training does not end after the last module is installed and working. Training Seminars are available to your staff and new employees during the period of time that your Support Program remains in effect.

Customer Bill of Rights

One of the special privileges you have with your support program is the ability to submit requests and suggestions directly to the programming and support personnel. This is a unique MBS Service allowing input of your ideas for further enhancements and improvements.

We aggressively improve upon the HealthData Resources. When functions and new capabilities are added to your system you are entitled to know what additions are made to THE SYSTEM prior to loading the system onto your system to provide feed back to the system designers.

To appropriately service CSP clients we ask other CSP clients to allow Triage support for another CSP emergency situation. This allows us to ask a delay or interruption from servicing a CSP client if their support is not effecting the operation of their office.

Emergency paging of technical support personnel is available in the evenings and on weekends for CSP clients. Suggested routine management consulting on the system reports, report descriptions, and advice on the utilization of the system with reporting of previous backups are some of the typical management and physician queries that we service with CSP clients on a regular basis. Also advice for improved system performance and functionality with the rapidly improving technology and software is available.

For any client in the USA who is not in the immediate vicinity of HDR representatives, on-site service is available, however, travel time and expenses are billable.

HEALTHDATA RESOURCES SUPPORT PROGRAM (CSP) provides for the on-going support of your computer system. If you are interesed in joining the support program, please select the e-mail option below and a service representative will contact you.

If you are looking for specific support information please see our FAQ (frequently asked questions). You may review our Medical Business System Support Program Guidelines, in order to understand what is covered under this program.

For information on HealthData products and services, please send e-mail to webmaster@hdata.com, phone us at (512)306-1916, or FAX your request to (512)306-1926. Our main site is located at www.hdata.com. This page, and all contents, are Copyright (C) 1998 by HealthData Resources, Inc. All rights reserved.

HDR, INC 1998 VER 4.0