Technical Support

One of the benefits of dealing with an established company is our years of experience in providing tech support to offices across the country. We are proud of our track record of prompt and knowledgeable service to our clients. Our goal is to help you run your practice with a system that is comprehensive, reliable and efficient. We are THE experts when it comes to the Dental Office Manager products.

All of the Dental Office Manager Studio products ship with electronic documentation, plus 90 days unlimited FREE technical support via our toll free number and email.

In addition, Applied Computer Concepts offers continuing support plans that vary in services and price. As with the DOM Studio products, you can select the level of support that meets your individual needs.

Protect your software investment with a continuing support plan ...

VIP Support

Our top of the line support level features remote access made possible via LogMeIn™. Remote access lets us temporarily control your computer from our office. The ultimate in convenience, and a great time saver, this enables us to quickly resolve any support issues, update your individual workstations and even guide you step by step through specific tasks. This is our top of the line support level: first priority for program requests, first response for tech support issues (calls/emails) and data services. Includes unlimited support calls/emails, plus emergency after hours support. Updates and data services at no charge. Data maintenance and file integrity checks performed quarterly. Updates and file exchange provided by ACC via internet website; no waiting on snail mail. Annual data file evaluation and phone conference with suggestions for better implementation of DOM software.

VIP Support Clients receive top priority in line. That is to say, they jump to the front of the list for returned calls and data services if our support load is high at the time. They also receive first consideration for program change requests; their wants and wishes are incorporated into the program ahead of other clients.

Total Support

Our next level of support includes unlimited calls or emails to resolve any tech support issues. Updates to the program are at no charge, and data services, recovery and hardware consultation are available at VERY reduced rates, if they are needed.

E-Mail Support

This level of support provides unlimited handling of support issues via email, and offers discounted pricing on program updates and tech support phone calls if needed.

 

Plan Type:	VIP Support	Total Support	E-Mail Support
DOM Basic	N/A	$500	$300
DOM Standard/Gold	$1,200	$850	$500
Plan Details	VIP Support	Total Support	E-Mail Support
Network Fee	$50	$50	$50
Annual # of Updates	4-6	3	0
Update Cost Each	FREE	FREE	$150
Tech Support Email	FREE	FREE	FREE
Tech Support Calls	FREE	FREE	$100
After Hours Support	FREE	N/A	N/A
Data Services	FREE	$50 per hr	$100 per hr
Data Recovery	FREE	$50 per hr	$100 per hr
Hardware Technical Support & Consulting	FREE	$50 per hr	$100 per hr

Notes...

To protect the value of your software investment, we recommend a tech support plan!

Your DOM Tech Support provides you with invaluable service; program updates, program upgrades, data maintenance, and data recovery... all at a reduced rate. And of course, with tech support, resolving support issues are free via our 800 line and/or email. It is our experience that those offices with tech support are better able to utilize the many features and functions in the DOM software.

Besides resolving any support issues, continuing support is insurance that protects you against future update fees. For example; any time a new claim form is required, or new regulations such as HIPAA go into effect, updates are needed to add the required changes to the DOM software. With a tech support contract, these updates are typically FREE.

Updates are consecutive, and build on previous versions. If you miss updates, your data may require custom conversion to be able to accept the newest version of the DOM software. The fee for conversion runs from $150 to $1,000, depending on the extent of programming required.

Updates are available to download (requires high speed internet) for approved users at their convenience. If you prefer that updates be provided on CD, there is an additional $10 fee per update. Data recovery and repair fees require proper backup procedures by the user.

Please be advised: We do not handle support issues for offices without tech support. A renewal notice will be sent 30 days in advance of the renewal date. Payment must be received prior to the renewal date to keep the tech support plan in effect for the coming year.

Please note that if payment is not received by the renewal date the tech support plan will be cancelled for non-payment. Re-enrollment of the tech support plan will require payment of a fee equal to 10% of the annual fee in addition to the purchase of the new tech support plan.

Definitions:

Update
New version of DOM Studio software with added features and enhancements

Upgrade
New version of DOM Studio software and Omnis software engine

Tech Support Issue (Call/E-mail)
Questions about the function, use or configuration of the software are support issues. In addition, calls or email to troubleshoot the software are considered support. Does not cover operating system, other software, or hardware.

After Hours Support
Tech support provided after regular business hours and/or on weekends.

Network Fee
Fee for a multi-user network

Data Services
Specialized or custom data file work to accomodate correction of client errors or implement client requests.

Data Recovery/Repair
Offsite recovery and/or repair of DOM Studio data. Reduced fees apply ONLY if recommended backup procedures have been followed

Terms, caveats, conditions and other fine print:

• At all levels of support any expenses incurred providing support will be billed on a cost basis
• Business hours are: M, T, W, and Fri: 9AM to 6PM, closed weekends and Thursdays
• Data recovery and or repair projects are billed based on the actual hours involved in individual projects.
• Updates/Upgrades to the program may require the addition of 3rd party software
• Shipping expenses from our offices are paid by ACC, shipping to our offices is paid by the user
• All users may use our 800 line for support questions. 1-800-727-7543
• All users may contact us via email for support questions. support@dom2.com
• Sales tax for updates is charged to Indiana users
• All prices and plans are subject to change without prior notice