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Support Policy for RxPertise™ Consulting Software
Effective 11/9/05, last updated 1/3/12
Technical support for resolving operating system, user-caused,
and program-caused issues related to RxPertise™ is included in the cost of
the software license with the purchase of a maintenance plan, which is discussed
in detail on this page.
Only the current version of RxPertise™ will be supported.
The current version is version
8.5.xxxx.xxxxx.
You can verify your version of RxPertise™ by clicking on Help > About in RxPertise.
If a user requires technical support for our latest non-supported version (the latest non-supported version is version 8.0.xxxx.xxxxx), and the
user is not enrolled in the RxPertise™ maintenance plan, this service will be offered
and provided at a $250/hour (1 hour minimum) charge, per license. Technical support (including license activation for the purpose of transferring a license to a new computer) will not be available for versions older than 8.0.xxxx.xxxxx. Payment
for service is due before the service is provided.
RxPertise™ users that have let their maintenance lapse,
yet wish to renew their license, will be required to purchase the software at the
new license cost, thereby being automatically included on the maintenance plan for
another year.
Licensed end-users may use one of two support methods for
seeking help:
- Email support requests to support@rxpertise.com.
- A toll free phone number (888-223-3022) will is provided
for direct assistance. Support via phone is available from 9AM – 8PM Eastern,
Monday through Friday, and excluding major holidays.
MHA may require the actual RxPertise™ database to properly
diagnose/correct the reported problem. The end-user may be required to email or
electronically transfer requested files when indicated. Additionally,
remote login support via the web may be requested by MHA to properly diagnose the
reported issue. The end user will need a reliable internet connection to do
so.
The end-user assumes all responsibility for safeguarding
any patient-specific data that may be sent in order to diagnose and treat a problem.
Managed Health Care Associates (MHA) does not act as the business associate or the
covered entity of any facility. Returned databases will be deleted by MHA once the
issue has been resolved, and a confidentiality disclaimer will accompany each email
attachment.
Technical support does not include issues involving the
end-user’s operating system or hardware configuration. The end-user is totally
responsible for any loss of data that may arise if additional software programs
are installed on the computer after RxPertise™ has already been installed.
Additionally, the end-user is responsible for backing up all necessary program files
on a separate drive system to avoid loss of data.
For more enhanced support (ex. rebuilding a database after
a hard drive crash or viral infection), MHA reserves the right to charge a support
fee, agreed to and paid by the end-user, depending upon the nature of the service
issue.
For RxPertise™ Versions 8.0, 7.x, 6.x, 5.x, 4.x and
3.x:
These versions are no longer supported.
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