EPractice Works Networking Services

EPractice Works, Building Your Healthcare Enterprise

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Complete Support for Your Enterprise

We strive for excellent customer service and proactive management of our customer's networks and applications. We have established the following support packages for your selection:

Per Incident	This plan may be characterized as "pay as you go", and is only recommended for practices that already have internal or other support resources in place
Basic Care	Recommended for practices with a simple functionality in place, this package offers a basic level of coverage and some proactive services.
Care Plus	This package is recommended for practices with mission critical applications such as EMR in place, as it offers the essential elements to keep the system up and running effectively.
Premium Care	This package is our white-glove service, offering clients total technical management and support services

Compare These Packages in Detail

Area	Per Incident	Basic Care	Care Plus	Premium Care
Help Desk Accessibility and Response Times
Live Phone Support	8:00am to 5:00pm Monday through Friday	8:00am to 5:00pm Monday through Friday	7:00am to 9:00pm Monday through Saturday	24 hour coverage
E-Mail Ticket Logging and Ticket Tracking	24 hour availability	24 hour availability	24 hour availability	24 hour availability
Max. Guaranteed Technician Response	8 hours	4 hours	2 hours	15 minutes
Max. Guaranteed Emergency response	4 hours	1 hour	30 minutes	15 minutes
Onsite reactive services	Based on availability	Based on geography	Based on geography	Based on geography

Proactive Network Component Monitoring and Corrective Services
Network Performance	Not included	Constant monitoring, problem-triggered review	Constant monitoring, once daily review	Constant monitoring, twice daily review
Server Performance and Capacity	Not included	Constant monitoring, problem-triggered review	Constant monitoring, once daily review	Constant monitoring, twice daily review
Server Events	Not included	Problem-triggered review	Once daily review	Twice daily review
Network Component logs	Not included	Problem-triggered review	Once daily review	Twice daily review
LAN performance	Not included	As required	As required	As required
Data backups (customer is responsible for changing backup media and safekeeping of media)	Not included	Once Daily review of backup logs	Once Daily review of backup logs	Once Daily Review of backup logs
Anti-virus monitoring	Not included	Once Daily review	Once Daily review	Twice Daily Review

Onsite Support Services
Visit to each practice location to perform corrective tasks for issues reported by site coordinators	Per incident hour charge	Once weekly, up to one hour per office location. Travel included in rate, hour usage averaged on monthly basis, unused hours do not accrue	Once weekly, up to two hours per office location. Travel included in rate, hour usage averaged on monthly basis, unused hours do not accrue	Twice weekly, up to two hours per office location. Travel included in rate, hour usage averaged on monthly basis, unused hours do not accrue
Scheduled onsite technician problem resolution, conducted during support plan coverage hours	Per incident hour charge	Included	Included	Included
Scheduled onsite technician problem resolution, conducted after support plan coverage hours	Premium after-hours per incident hourly charge	Base hours included. 25% premium markup per hour added	Included	Included
Emergency onsite technician problem resolution, conducted during support plan coverage hours	Per incident hour charge	Base hours included. 25% premium markup per hour added	Included	Included
Emergency onsite technician problem resolution, conducted after support plan coverage hours	Per incident hour charge	Base hours included. 50% premium markup per hour added	Base hours included. 25% premium markup per hour added	Included

System Administration Services
Addition / modification of network users	Per incident hour charge	Next day business turnaround	Next day business turnaround	Same business day turnaround
Installation of network printers	Per incident hour charge	Included, three business day turnaround	Included, two business day turnaround	Included, next business day turnaround time
Application of Windows server OS system upgrades and patches	Per incident hour charge	Critical patches only	All patches and upgrades, within one month of release or immediately if critical	All patches and upgrades, within ten days of release, or immediately if critical
Application of auxillary system software upgrades and patches (Citrix, Backup Exec, etc.)	Per incident hour charge	Critical patches only	All patches and upgrades, within one month of release or immediately if critical	All patches and upgrades, within ten days of release, or immediately if critical
Administrative management of anti-virus and other software subscriptions / support plans	Per incident hour charge	Included	Included	Included
Restoration of data from backup	Per incident hour charge	Included	Included	Included
Technical administration of MS Exchange or other supported e-mail platform	Per incident hour charge	Included	Included	Included

Hardware Repairs, Relocations
Assessment of repair or replace status of failing equipment	Per incident hour charge	Included	Included	Included
Coordination of repair services for hardware covered by third party warranty or service contract	Per incident hour charge	Included	Included	Included
Coordination of repair services for hardware NOT covered by third party warranty or service contract	Per incident hour charge	Available for additional charge	Available for additional charge	Included
Relocation of equipment within same office	Per incident hour charge	Included as part of onsite visit plan	Included as part of onsite visit plan	Included as part of onsite visit plan
Relocation of equipment to different office	Per incident hour charge	Included as part of onsite visit plan	Included as part of onsite visit plan	Included as part of onsite visit plan
Administrative management of hardware maintenance plans	Per incident hour charge	Included	Included	Included

Desktop Support
Installation of new or upgraded software	Per incident hour charge	Included as part of onsite visit plan	Included as part of onsite visit plan	Included
Troubleshooting / correction of Windows OS issues	Per incident hour charge	Included as part of onsite visit plan	Included as part of onsite visit plan	Included
Troubleshooting / correction of data or system integrity issues due to viruses or malware	Per incident hour charge	Included as part of onsite visit plan. If computer is determined to have been non-protected (client related) then a 50% premium markup per hour will be added	Included as part of onsite visit plan. If computer is determined to have been non-protected (client related) then a 25% premium markup per hour will be added	Included
Troubleshooting / correction of off-the-shelf application issues (Microsoft Office)	Per incident hour charge	Included as part of onsite visit plan.	Included as part of onsite visit plan	Included
Troubleshooting / correction of other third-party application software issues, conducted with vendor support	Per incident hour charge	Included as part of onsite visit plan	Included as part of onsite visit plan	Included
Troubleshooting / correction of other third-party application software issues, conducted without vendor support	Per incident hour charge	Included as part of onsite visit plan. If software support is not in effect then a 50% premium markup per hour will be added	Included as part of onsite visit plan. If software support is not in effect then a 25% premium markup per hour will be added	Included

NextGen Application Services
First level support calls for application use and functionality issues, using EPW's NextGen Certified Professionals	Per incident hour charge	Included for customers paying EPW for NextGen software maintenance. Otherwise available as optional monthly charge	Included for customers paying EPW for NextGen software maintenance. Otherwise available as optional monthly charge	Included for customers paying EPW for NextGen software maintenance. Otherwise available as optional monthly charge
Application Software Upgrades, Test and Prod	Per incident hour charge	Per incident hour charge	Included	Included
Medication Updates	Per incident hour charge	Per incident hour charge	Included	Included
Database jobs monitoring / correction	Per incident hour charge	Included	Included	Included
ERx Process monitoring / correction	Per incident hour charge	Per incident hour charge	Included	Included
Fax Manager monitoring / correction	Per incident hour charge	Per incident hour charge	Included	Included
Rosetta interface monitoring / correction	Per incident hour charge	Per incident hour charge	Included	Included
RTS interface monitoring / correction	Per incident hour charge	Per incident hour charge	Included	Included

Network Projects
Network projects above and beyond support plan, such as new installations and major upgrades	Per project charge	Per project charge	Per project charge	Per project charge

EZChart Works The support agreement for this EPW product is established within our standard maintenance contract UroWorks The support agreement for this EPW product is established within our standard maintenance contract Hosted Solutions All hosted solutions are managed as per the terms of comprehensive custom-developed service level agreements
Pricing
After you have decided upon an appropriate level of service, we can prepare a quotation for your practice that takes into consideration your number of users, locations, and system complexity.