tgi… Software CustomerCare

You deserve and receive care that is fast, reliable, informed, and responsive.

Current pricing on CustomerCare:

Autumn8 (and CASEnotes) CASEnotes (alone)

Per Incident $75 $75

An incident is either an update or 1 tech support issue, not both

1 month $150

6 months $450

12 months $750 $250

24 Months $1000

When you subscribe to a CustomerCare package, you receive the following:

1. Passwords to the latest updates at our web site. The program is updated frequently with new and enhanced features. When you update frequently, you are assured you always have our latest version with the newest features.

2. When you have a problem or a question, call our CustomerCare line (850-456-4139) and leave a voice mail. That’s the only long distance charge you incur. Our friendly, knowledgeable in-office staff returns your call as quickly as possible and is committed to meeting your need in a fast, professional manner. Calls received after 8am and before 6pm central time Monday-Friday (except major holidays) are triaged with computer failure and/or inability to use the program at all set as the highest priority, otherwise, calls are returned on a first come first served basis. You may call customer care as often as you need to or wish to. We shoot for 30 minutes response time, but cannot guarantee it, due to the unpredictability of the number and duration of calls we may receive. If you receive a busy signal you may also reach our voice mail at 913-312-8926.

3. Short, easy to ask questions may be emailed to customercare@tgisolutions.com. Answers are not always as immediate as phone calls, but emails are usually responded to within 24 hours.

4. Over the phone training is available by appointment for sessions not exceeding 30 minutes at a time, up to three times a week, but you may request an unlimited number of sessions throughout your support period. This is especially helpful for new licensees of the software, or for those times when staff turns over, and you have a brand new user, even though you may have had the software for years.

5. All users’ requests for new features are important to us, and usually make their way in to the program in short order, but there is priority placed on requests from customers on a CustomerCare plan.

6. We’ll look at your actual data if requested or needed. Just transfer a backup to us over the internet, and then we can see exactly what you see when looking at specific patient balances etc. Make sure you’ve sent us a HIPAA partner agreement.

7. If you have broadband internet access, we can actually log on to your computer for training or troubleshooting purposes.