ClinicPro Support Agreement
The following provisions define the ClinicPro
technical support agreement.
Free Program Updates. A substantial portion of
your support fee covers the programming costs necessary to provide upgrades. The
ClinicPro Support Agreement entitles you to free updates, as they become
available, to the ClinicPro program you purchased. Right now we are releasing
updates every 45-60 days. As we update our work on the ANSI transmission
mandated by HIPAA, you will receive the updates which keep you HIPAA-compliant.
Telephone Support. Technical support personnel
are available by phone from 8:00 a.m. – 6:30 p.m. EST Monday through Friday. You
may only need to talk to a tech once every six months, but it is important that
they are available when you need them.
Disaster Assistance. If you are current on your
support and experience a computer crash, you receive immediate assistance in
getting up and running. We prioritize support calls using this protocol:
a. High priority – any situation where the program isn’t running
b. Second priority – any situation that yields rejections on electronic billing
c. Third priority – any program bug that can be documented and duplicated
d. Fourth priority – changes needed for future electronic or HCFA needs
e. Fifth priority – program changes/additions that will benefit all users
f. Low priority – program changes needed by only one office or small number of
Payment of Support. Support fees are due in the
month prior to service. ClinicPro offers an automatic recurring credit card or
checking account debit to assist ClinicPro users in maintaining current status
Data Backups. It is a HIPAA violation to lose
patient data. ClinicPro software offers an online backup service for $30/month
with a $25 one-time setup fee to assure that patient data is protected. If
customers choose not to use the ClinicPro backup service, customers are
responsible for performing daily backups AND storing a backup offsite. If a
customer experiences a data problem, ClinicPro support staff can usually repair
data that has been corrupted due to hardware failure, inappropriate program
termination or network issues. For customers paying technical support, the first
two hours of data repair is free. There is a $50/hour charge after the first two
Nonpayment of Support. If you choose not to sign
up for Clinic Pro Support, you may:
1. Purchase updates as they become available. The typical update cost is between
$1,000-$2000 per update depending on the enhancements in each update. Major
updates such as electronic billing format changes (ANSI 5010) or ICD-10 codes
will be priced at the top of the scale.
2. Purchase telephone support at $195/issue, payable prior to assistance.
3. Disaster assistance – you may pay $195/issue plus $50/hour for assistance
getting operational again in the event of hardware failure. However, your office
will be scheduled as staff time permits; it will not be high priority if
ClinicPro technical staff time is already scheduled.
Termination. Either party may terminate this
agreement with ninety (90) days written notice.
[ ] Yes. I want to take advantage of free updates
and phone support by purchasing ClinicPro technical support.
[ ] No. I choose not to purchase ClinicPro
support at this time and understand that, in making this choice, I will have to
pay for individual upgrades or telephone support as outlined above.
Clinic Pro Support Website
Phone: (517) 351-1021