Support Policies

Support Policies

Help Center

The Help Center is available to all Users. Before submitting a support ticket, search the Help Center for answers to your questions.
  1. If you cannot find an answer in the Help Center, a Site Admin or Support User can submit a ticket.

Site Admin

The Site Administrator manages all User Roles and Permissions and other Administrative tasks throughout the System.
  1. Site Administrators should be fully trained on the System and able to assist their Users.
  2. It is recommended that you have two Site Administrators so that at least one Site Admin will always be available to assist with System administrative issues.
  3. Site Admins do not have Support User access.
  4. Site Admins are required to have 2 factor authentication enabled.

Support Users

Only fully trained Users with a minimum of 6 months of use will be granted Support privileges to log tickets.

  1. Exception: Emergency situations, such as the inability to access the System.
  2. A high percentage of non-emergency Support calls involve policy decisions, which should only be made by a select number of fully trained Users.
  3. This helps prevent situations where System changes are being made without all interested parties being aware.
  4.  Support Users must be a person, not a generic User.
    1. Must have a legitimate first and last name.
    2. Must have a unique email address that is not used by anyone else.

Non-Support Users

Non-support Users should reach out to their Site Administrators or other designated Support Users for assistance.

Reactivate Users

The Site Admin(s) is responsible for the Security and User access to the Practice's Database.
  1. If a User ID has become inactive, reach out to your Site Admin to reactivate the User.
  2. If the Site Admin(s) is also deactivated, a Site Admin or the Practice owner should contact Support to request to be reactivated.
  3. After Support receives the necessary authorization, one Site Admin will be reactivated who will then reactivate the other User(s).

Share the Knowledge

When you find an answer in the Help Center or when a response is received from Support, use this as a training opportunity for your team members.

  1. Sharing the knowledge prevents duplication and improves efficiency in your office.

Add/Modify Site Admins or Support Users

To add or modify a Site Admin or add/remove a team member as a Support User, we must receive a Support ticket from a current Site Admin.
  1. If the Site Admin is no longer with the company or is not available, we will accept an email from the president or business owner.


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