FAQ’s

Q. Do you upgrade our application automatically or do we have to ask?

A. Unless you you ask for automatic upgrades, we recommend that you make specific requests. This is because EHR vendors may typically release many versions of their software, often to correct bugs that are only being experienced by a subset of practices around the country. For that reason, we do not automatically upgrade customers every time a new application version is released. This is why we recommend that you request an upgrade only if you know that a specific new version addresses problems you are having, or which introduces new features you may need.

Q. How do we know what features are in a newly released version?

A. The person who is identified as the practice’s main contact person will receive an email or other agreed-upon communication when a new version is available. The message should also describe the new features.

Q. When are upgrades scheduled?

A. Normally, upgrades take place after your business hours, in order to minimize disruption to your practice.

Q. Is there a way to expedite my upgrade request?

A. If you are willing to close your practice 1-2 hours earlier than normal, we can often fit the upgrade into a sooner time slot.

Q. At what time will the upgrade be done?

A. We normally perform upgrades on Monday, Wednesday, and Friday/Saturday. If the upgrade is performed on Monday or Wednesday, it will commence sometime after 5:30 pm and will normally completed by 7:00 am the following morning. These times are in your local time zone. If the upgrade is scheduled for a Friday night, it may not actually complete until the following Saturday afternoon (because Fridays are our busiest days for upgrades).

Q. Are there any possible hold-ups or problems?

A. The biggest potential hold-up may be an “accounting hold.” If you have an account balance with us or the EHR vendor, the upgrade may not be approved. It is very important to make sure you do not have a hold on your account. Otherwise, the upgrade attempt will be unsuccessful. There may also be technical glitches that prevent upgrades from completing, in which case we will repeat the upgrade at a later date.

Q. How soon can you do the upgrade?

A. An upgrade can typically be scheduled for implementation within a week of receiving the request. During periods of high activity, the upgrade date may be up to 2-3 weeks after receiving the request.