Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients.

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1 Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients.

2 INTRODUCTION Customer Support Our Technical Support Center, based in Tampa, FL, is one of the largest in the healthcare technology industry. Working closely with inside sales and local representatives, our technical support professionals utilize a toolset of advanced support technologies including remote access as well as an extensive knowledge base, to provide a rapid response to you and to bring efficient resolution to your inquiries. We are staffed to respond to your business needs so qualified technicians are available when they are needed most. Greenway provides technical support for problems that can be demonstrated in current and supported releases of our products. For products that are not hosted by Greenway, Greenway only supports products running on hardware and operating systems configured in accordance with the applicable Greenway documentation. Greenway does not support software that has been altered, modified, or is otherwise different than that which was delivered by Greenway. HOW TO CONTACT US To contact the Greenway Technical Support Team, please use one of the following methods: 1 Self Service Portal Select Support Center login Features of Vitera Support Center By using the Vitera Support Center (VSC) customer portal, you can get fast and accurate resolutions to your issues by accessing self-service support via the online Solutions knowledgebase and by creating and monitoring cases. Best of all, you can access this information from any web-enabled computer meaning you can resolve issues whenever and from wherever you have the time. 2 Live Chat Live chat availability on the Vitera Support Center during the Hours of 9am-7pm EST 3 Customer Support Phone Toll Free Number (Appendix B) More details about each of these options follow. 2

3 Support Center includes these helpful tools and resources: Self Service Portal Our self-service portal (http://www.viterahealthcare.com) provides: easy to use online access the ability to submit and review cases 24X7 a place to provide information and updates to existing cases to help our team research your issues the capability to track, view and update case history and status We recommend that you submit all support cases via the Self Service Portal to enhance the process of reporting, tracking, and resolving cases. Articles- this extensive knowledgebase of customerfocused solutions allows you to find instructions and documentation to quickly resolve common product-related issues at your convenience Ideas - the Ideas section is specifically provided to allow customers of Greenway to request enhancements to our products Invoices & Payments - online bill payment functionality is available via the Support Center, providing you with a fast, convenient and secure method to pay your Greenway bill Cases - Support Center offers an intuitive wizard using a series of drop down selections for you to create and update cases online Online Training - a broad selection of engaging interactive training resources is available to provide you with the most up-to -date information on our products and services 3

4 Creating a Case Online When creating your case you will be requested to provide detailed information about the issue by filling in the following fields Product Family select from your list of assets the product family (such as Vitera Intergy, Vitera Medical Manager or Transactions Services) that the issue is related to Issue Type Category please select the area that the issue is related to: Hardware, Software, EDI Support or EDI Operations (EDI Registration issues ONLY) Product Line the selections from these will variety based upon your system but could include Practice Management, EHR, Practice Analytics) this information is used to route the case to the correct support team Customer Consent to allow you to indicate, if required, that we have permission to connect to your system without having to call you Description - give great detail of the issue that you are having listing steps to reproduce, timelines, system environment, etc. Issue Type not a required field just a further definition of the type of issue you are experiencing to assist us in assigning to the appropriate support analyst. Subject - short summary of issue you are having (example; Request for Claim Vision Access ) Attachments Include attachments including screenshots, log files, error messages, etc. 4

5 Registering with Support Center Steps to Register To register for the Support Center, go to and click the Support Center Login link. Click the To Register click here link To self-register we must have you noted with a valid and listed as an active contact for your specific account within our Client Relations Management System. To add/update your Portal Administrators or Authorized Contacts, login to Support Center and select Accounts from the tabs. Portal Profile Options Portal Admin Access Finance, No Cases Create Cases, No Finance No Cases, No Finances Has full access to Support Center Access to Financial information but cannot create Cases Create Cases but cannot access financial information Learning Center access only Portal Admin For the security of your practice as it pertains to its data stored on Support Center, Greenway requires that an officer or other authorized representative for your practice appoint a Portal Administrator via the form attached as Appendix A. Portal Administrator will carry out the following responsibilities on behalf of your practice: Manage the practice s user and contact lists on your practice s Support Center account, serving as the gatekeeper for access to the website. Set permissions for each user to grant particular viewable versus actionable features. Establish security levels in order to manage access by a particular user s role within your practice. For example, one particular user may be granted the sole ability to register providers online, a different user may be granted the ability to log support requests and all users may be granted access to the online education. Upkeep the practice s contact information. For example, the Portal Administrator would deactivate a user and their online permissions if that user were no longer employed by your practice. Serve as the first level of support for your users, to log support requests for everyone in your organization, and to be the sole point of contact for Support in case of a technical problem. Portal Administration Limits Unless your contract with Greenway provides otherwise, you can designate up to two (2) Portal Administrators within your organization. Individuals designated as Portal Administrators must be trained on the applicable products and Support Center. Portal Administration Maintenance To avoid interruptions in support services, you must notify Greenway Support whenever a Portal Administrator s responsibilities are transferred to another individual. 5

6 Chat Live chat is available for Intergy products including Intergy EHR from 9am to 7pm, EST. Medical Manager live chat is available 9am to 5pm EST. Live Chat is a complimentary service available to our customers via the Support Center and allows customers the ability to resolve an issue over the Internet. All live chat agents are qualified support technicians that are able to resolve issues such as reset passwords, resolve basic software questions, ERA check re-queues, and many other issues. Live Chat is simple to use. Just answer a few questions about the issue and get connected to a live chat agent quickly. The live pre-chat questionnaire allows the customer to enter their name, address, issue category, and a brief explanation of the issue. Customers will also have the choice to save the chat conversation directly to the PC. The most popular issues on Live Chat are resetting passwords, answering software questions, and End of Year balancing. Customers have the option to save a transcript of the conversation so they can have something to refer back on when reviewing the solution. Greenway s live chat does not require any additional software to download and is accessible using any standard internet browser. If our live chat technicians cannot resolve the issue, they will be more than happy to open a Case and route the issue to the appropriate department. 6

7 UNDERSTANDING SUPPORT LEVEL OFFERINGS Silver Support Hours of Availability Product Availability Hardware Availability Gold Support Monday through Friday, 8:30am -5:30pm, local time, excluding Greenway observed holidays Intergy, Medical Manager, MedWare, MENDS, Health- Network All equipment is available to be covered during normal support hours. tion could have been answered using the documentation, training, and website materials readily available via the Vitera Support Center. Important note: You must select the same Support Level for all supported hardware and software. The Support Level for Software and EDI can only be either the same or a higher level as the Hardware Support Level. Third Party products are not supported. Support Services for supported software consist of: Software and EDI Software upgrades Technical Support services Hours of Availability Product Availability Hardware Availability Monday through Friday, 7am -7pm, local time, excluding Greenway observed holidays Saturday, 7am 12pm, local time, excluding Greenway observed holidays Intergy, Medical Manager All equipment is available to be covered during normal support hours. Software Upgrades Upgrades are subsequent releases to the software purchased, that Greenway makes generally available to its current Support customers. Upgrades include major and minor subsequent releases of the software, service packs, hot fixes or error corrections, as well as software documentation updates. Upgrades do not include optional, additional or future products that Greenway licenses separately. Upgrades are provided when available and Greenway is under no obligation to develop any future software or functionality. Platinum Support Hours of Availability Product Availability Hardware Availability P1-Critical Server Only for after-hours. 24x7 support, 365 days per year, including Greenway observed holidays Intergy, Medical Manager All equipment is available to be covered during normal support hours. P1-Critical Server Only for after-hours. Greenway has invested a considerable amount of resources to provide you with product documentation, training, and a Vitera Support Center website where you can get answers to most technical questions. Greenway reserves the right to bill hourly support fees in accordance with Greenway s then current consulting rates if your ques- Unless the software is hosted on Greenway s servers, it is your responsibility to install all upgrades in a timely manner. Clients are responsible for maintaining current software versions on their system. When applicable, clients may be required to upgrade their system to a current version of the application as resolution to a reported issue. If Greenway hosts your software licenses or if you have purchased subscription services or cloud services, upgrades will be installed by Greenway. Some of these changes or upgrades will occur automatically, while others may require you to schedule and implement the changes. Greenway s sales team can provide you with additional upgrade options. Technical Support Services Technical support consists of remote assistance with support requests and includes portal, chat, and phone support for the Support Level your organization has selected. Hardware Support Services Greenway and their hardware service vendor, Decision One, will use best efforts to provide on-site service the same or next business day based on delivery location and the nature of the issue. 7

8 Before you contact Customer Support Please follow the process below: Ensure that you have been registered as a customer support contact Review the product documentation, including troubleshooting instructions in our VSC Content Library or help within the product Review Solutions in our extensive knowledge base in VSC View enhancement requests in the Ideas section of the VSC Review issue with your site s designated VSC Portal Administrator Please follow the basic guidelines below before taking any further action: If an error is received, write the error down exactly as it appears on the screen. If a workstation stops functioning while a user is working on it, write down the workstation id and/or the user identification number that was working on the workstation at the time. Note any out of the ordinary activity that may have recently occurred in the office (i.e., a power outage, the movement of equipment, etc.) If the issue is related to a printer or printing, please make note of the printer identification number or name. Tools and Resources We Use Remote Monitoring Service The Remote Monitoring System (RMS) is a monitoring and management tool used to assist Greenway in providing proactive support and software updates to customers who use Greenway software products. reliability by resolving potential issues before they affect our customers systems. itivity itivity is a secure connectivity solution enabling Greenway to support software and hardware network devices remotely. Through the gateway of its iserver, itivity allows remote computers, users, and devices to be securely connected, accessed, monitored and controlled via a broadband connection. itivity allows access without opening a firewall or jeopardizing security. With itivity, the customer support team is able to securely connect, expedite problem resolution time and collaborate online with customers. Benefits Increases security of access to your system Gives you control of who accesses your system Provides system access logging and reporting Expedites system connectivity and problem resolution Offers online collaboration for problem solving Serves as a virtual training tool Authentication and Authorization itivity implements authentication and authorization when the Manager (remote) users access the iserver and when the Manager (remote) users access an agent system via the iserver. Both the iserver and the Agents can be independently configured to demand authentication and authorization compatible with their local Gather critical system information such as: Performance Disk Space Errors / Warnings CPU Utilization One of the primary purposes of RMS* is to provide an early warning and notification mechanism that can prevent or minimize many host and application errors from occurring on our customers systems. By proactively monitoring system health and performance through the measurement of key system and application events, support personnel are provided with advanced critical system information about the status of the application or host server. This proactive approach to system support can help diagnose system problems, measure system and application usage, reduce system downtime and improve system network environments. In order to access the iserver or Agent requested, the remote user must provide suitable credentials. The iserver or Agent will first verify the given username and password match according to the configured authentication mechanism. Then, assuming the user provided a valid password, a second check is made to verify that the user is authorized to access the itivity system in question. 8

9 Typical Support Call-Flow Client makes in-bound call Priorities Verifies contact information Is this an Existing case? NO YES Agent looks up existing case number Priority 1 Priority 2 Priority 3 - means you are unable to enter data or access patient records. - means a major function or subsystem of the software is inoperable, including the inability to produce or transmit claims, post payment, or produce reports. - consists of questions, cosmetic changes and non-urgent supported software consulting. Agent Opens New Case Agent assists client with issue Agent enters information into case Itivity needed? YES Agent uses itivity to connect to clients conputer NO Agent proceeds with assisting client Agent escalates case to LVLIII Agent escalates case to LVLII NO Can Agent resolve the clients issue? YES Agent gives client case number, confirms and documents resolution, and closes case Customer Satisfaction Survey sent 9

10 Appendix A - Support Center Portal Administrator Authorization Form Practice Name Customer ID (if known): Mailing Address: City: State: Zip: Practice Main Phone Number: You represent that you are an officer or authorized representative of the above named practice having authority to make decisions on behalf the practice and that both you and the designated individual referenced below as the Portal Administrator are authorized to manage your practice s Support Center account, including set-up and management of your security settings for Support Center. You shall have the right to replace the Portal Administrator with another individual at any time upon provision of a new authorization form to Greenway. Please return this Greenway Support Center Portal Administrator Authorization Form. Designated Portal Administrator Portal Administrator name (print): Work address: Work phone number: Secondary phone number: Practice Authorization I hereby certify that the designated Support Center Portal Administrator is duly authorized to carry out the responsibilities described herein. Officer/Authorized Representative Name (print): Signature: Date: 10

11 Appendix B - Technical Support Phone Menu Greenway Main Phone Menu Options Quickly reach the right person to assist you by following the prompts below Dial If you know your party s extension, press 9 and the five-digit extension; otherwise... Press... 1 Sales Purchase software, upgrades, training, or project management time Customer Service non-technical questions, invoices and contracts 3 1-Make Payment, Copy of Invoice 2-All Other Inquiries 2 Technical Support All product Technical Support Transaction Services EDI Registration EDI Implementation 5 1-Intergy 2- Medical Manager 3-Stat 4-Medware Accounts Payable 8 5-Practice Analytics 7-Other Software 9-Know Your Extension 11

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