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Service Plan Options
Page Index
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- Introduction
- MultiMedia Dental Systems, Inc. Technical Support provides post-sales technical assistance to all current customers with valid product licenses and a support subscription for all current products. We will also provide pre-sales technical assistance for offices evaluating our software, however please keep in mind that post-sales customers receive priority.
We will answer general operational or installation questions and will provide in-depth operational guidance as is reasonably required and possible. Technical Support will be provided for software which is the most current release on its particular platform. We will also support software that is not the current release provided that the current release is no more than a year old. In the case of software that is licensed on an annual basis, Technical Support is provided to those customers whose maintenance is current.
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- What can I expect Technical Support to answer?
- Technical Support does not provide consulting or training. While there is a fine line between consulting and technical support, a detailed description is provided below.
As a general rule, technical support is helping a customer use the software as documented. This includes installation and operational issues when things don't work as documented. Technical support includes helping a customer use the documentation to get a specific task done by expanding on what is documented and giving an example of how to do it. This does not include major data restructuring or assistance in operating the software contrary to design. This also precludes the type of assistance that requires intimate knowledge of a user's goals, product, third-party technology integration or restrictions. The distinction between technical support and training is: questions from a trained (by MMDS or the office) staff member will be answered. Questions from untrained staff will be referred to our training department for contact to schedule additional training. It is expected that staff will always consult their manual and help screens prior to placing a support call. This process enhances their knowledge of the system and results in faster support response to all.
MultiMedia Dental Systems, Inc. offers consulting services and training that addresses these areas.
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- How Support Works
- Call volume varies for all support organizations. There is no practical way to always have enough people available to take every call "live" so there are times when our Automated Call System will take your call. These calls are entered into the support computer system and assigned to the next available tech. Your call is "graded" by the severity of the problem reported. Example: you can't take X-rays. This call goes to the top of the list for the next available tech. This method of support is referred to as Call Escalation and we use it to insure that no matter what the call activity is you receive the fastest response.
We also offer email support. This is often more convenient for staff. We will be adding internet based support to our services. Just click the icon on your desktop and ask your question!
Please feel free to discuss any questions on our support with your representative. We look forward to a long and successful relationship with your office and want to be sure we have good communications from the start.
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- Practice Management
- Monthly Software Support Subscriptions:
A support subscription entitles you to receive unlimited toll free support, training courses and free updates and upgrades for all Practice Management products. (NOTE: MediaDent Imaging support is not included in this package!)
- What's included:
- Unlimited Toll Free Phone Support Monday thru Friday 9:00am to 6:00pm EST
- Access to our On-line support site from www.mediadentusa.com
- Access to our On-line forums site from www.mediadentusa.com
- Free Upgrades and Updates for our Practice Management products. (This does not include upgrades or updates to products other than MediaDent Practice Management.)
- Specialized Training Classes at reduced prices.
- Free "Web In Support" Our staff can "Surf" into your system and resolve most support issues while users watch. This is also extremely helpful in addressing new features and new enhancements.
- Free electronic claim monitoring and support
- This subscription insures your practice is always utilizing the most current version of our products with all the latest and greatest features and enhancements.
- In the past we have released updates to MediaDent Practice Management about every 4 months. As the industry changes so must our products. These updates are forwarded to the practice automatically via the Internet, or the software can be updated via our website, using the live update feature located under the "Help" menu options in the software. This will automatically connect you to our update section of our website at www.mediadentusa.com.
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- Network Plus Support
- "Get With the Program..."
Practices that participate in our Network Plus Support program get the best of both worlds when considering support solutions.
Our Network Plus Support covers all technologies that are integrated into our software and continuing education classes. This program is designed for the practices that want to make the total commitment to technology and reap the rewards of a superior knowledge of our system coupled with management techniques aimed at increasing staff efficiency and practice profitability.
- What's included:
- Unlimited Toll Free Phone Support Monday thru Friday 9:00am to 6:00pm EST
- Access to our On-line support site from www.mediadentusa.com
- Access to our On-line forums site from www.mediadentusa.com
- Free Upgrades and Updates for our Practice Management products. (This does not include upgrades or updates to products other than MediaDent Practice Management.)
- Free Training Classes held at our corporate offices
- Free "Web In Support" Our staff can "Surf" into your system and resolve most support issues while users watch. This is also extremely helpful in addressing new features and new enhancements.
- Telephone hardware support, troubleshooting and dispatching of on-site technicians
- Technical support for outside hardware vendors and dispatching of on-site technicians
- Complete Remote Network Administration (Broad Band connectivity is required!)
- This subscription can give your practice the piece of mind that they are always utilizing the most current version of our practice management products with all the latest and greatest features and enhancements. In addition you get the convenience of "One Call Handles It ALL", we will monitor your network and backups to insure smooth trouble free operations, when needed we will dispatch Your hardware vendor to resolve hardware failures or perform maintenance on you installed hardware (Coordination, dispatching and problem resolution from MediaDent Engineering & Support Group is included, this does not include parts, labor or on site services.)
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- Digital Imaging
- Monthly Software Support Subscriptions
A support subscription entitles you to receive unlimited toll free support, discounted training courses and free updates and upgrades for all Digital Imaging products. (NOTE: MediaDent Practice Management support is not included in this package!)
- What's included:
- Unlimited Toll Free Phone Support Monday thru Friday 9:00am to 6:00pm EST
- Access to our On-line support site from www.mediadentusa.com
- Access to our On-line forums site from www.mediadentusa.com
- Free Upgrades and Updates for our Digital Imaging products. (This does not include upgrades or updates to products other than MediaDent Digital Imaging.)
- Specialized Training Classes at reduced prices.
- Free "Web In Support" Our staff can "Surf" into your system and resolve most support issues while users watch. This is also extremely helpful in addressing new features and new enhancements.
- This subscription insures your practice is always utilizing the most current version of our products with all the latest and greatest features and enhancements.
- In the past we have released updates to MediaDent Digital Imaging about every 4 months. As the industry changes so must our products. These updates are forwarded to the practice automatically via the Internet, or the software can be updated via our website, using the live update feature located under the "Help" menu options in the software. This will automatically connect you to our update section of our website at www.mediadentusa.com
- Annual Sensor Protection:
- Mediadent Sensor Protect offers additional protection over the standard factory defect warrant for damage and replacement after the warranty expiration. This protection must be purchased with the product and kept in force.
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