Standard Support Hours
Live standard customer support standard hours of operation are between 8:30 AM to 5:30 PM CST Monday through Friday, excluding standard holidays. All support requests require routing through PracticeIT Customer Support Center toll free 866.776.4111 or directly from the PracticeIT Customer Support website.
PracticeIT Customer Support includes application and network monitoring, live customer support, telephone and email support, support request notifications and escalation, remote troubleshooting, and escalation procedures for all hardware, software, and services.
PracticeIT Customer Support will assess and diagnose unplanned service outages, and provide good-faith estimates for restoration of services, as well as for regularly scheduled maintenance requiring a service interruption.
Response Time
During standard hours of operation, the PracticeIT Support team will respond to customer calls based on the following priorities:
Level 1 - Initial response time of 30 minutes.
Any occurrence that directly impacts clinic workflows and the delivery of patient care. Anytime the system is down or becomes inaccessible.
Level 2 - Initial response time of 2 hours.
Any occurrence that has significant business impact on the delivery of
patient care.
Level 3 - Initial response time of 4 hours.
Any "How To" question or technical issue that does not disrupt normal clinic workflows, but needs to be investigated and addressed.
Response time is dependent upon, among other things, the time at which the Physician's issue is received. Response times may also vary depending upon factors outside the control of PracticeIT.
After-Hours and Weekend Support
Support Staff can be available for customers after-hours or on weekends by special arrangement. After-Hours is defined as the time from 5:30 PM until 8:30 AM weekday mornings. Weekend support hours are defined as the time from 5:30 PM on Friday night until 8:30 AM on Monday. Support time accrued during these hours will be billed at after-hour rates. Customers may purchase after-hour support time by the incident, or by the after-hours hourly rate.
Holidays
PracticeIT Customer Support will be closed on the following holidays:
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
- New Years Day