Support
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It's not
only about
SOFTWARE,
It's about
SUPPORT
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At
WinCare we believe that it does not end with great software, great
support completes the package. We include a number of support
services
for our software users to ensure you get the most out of your
investment. These services include Round-The-Clock Support,
software maintenance, updates, custom programming, and
much more. In
addition, we offer several other support services on a fee-based model.
Please contact us for
all the details.
Support Policies Guidelines
WinCare provides a toll-free
unlimited telephone support to clients
using WinCare products. During normal working hours at WinCare 0800 PST
to 1730 PST you will always reach a live person to assist you. The policy
is that the telephone will not ring more than three times before
it is
answered. There is no press this button or that button. After normal
working hours, the local commercial Telephone Answering Service will
answer the phone and if it is an issue that you need to resolve
immediately, the answering service will page the 'on call' person who
will return the call within fifteen (15) minutes.
The
support fee that the facility pays guarantees FREE WinCare MDS 2.0
software updates and unlimited toll-free telephone support. FREE
unlimited telephone support cannot be used in lieu of training. If the
facility has not taken our training course for the software purchased,
any service call will be billable regardless of the nature of the
problem, providing it is not a 'BUG' in the program. 'Bugs' in the
program will be fixed ASAP and at no charge to the facility.
If
the facility has had training and the nature of the problem is
something that was not covered in training, there would not be an extra
charge. If the call deals with a nursing type question that can be
found in the RAI manual or if the problem deals with a printer or
because the printer setup was not recorded, etc., there is a charge.
There is also a charge for 'user' error calls. There is NEVER a charge
if WinCare is not doing the functions that it was designed to do.
Do facilities have to accept WinCare's Support Agreement? No, however,
each update will cost $3000.00.
WinCare updates are planned at a minimum semi annual rate, provided
that support fees are current.
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