Frontier Unlimited Toll-free Support

Most busy clinics will find value in an unlimited toll-free support arrangement.  For one monthly fee we become your first point of contact for all things Medisoft.  We assist you with any questions you may have, any software problems you may encounter, claim rejections, backups, and any other issues -- all without the extended hold times and delayed call returns that are common through other support organizations.  Our goal is to always respect your time and be cognizant of your needs. 

Our toll-free support is the best and most cost-effective support plan for many clinics.  It has the advantage of making technical support only a phone call away, without concern for facing unanticipated expenses.  We also respond in a timely manner to your emailed questions and requests.  This means that small problems are more likely to be solved before they become big problems.

As a prerequisite for our toll-free support, your clinic must have a high-speed Internet connection (DSL or cable) and your router or modem must be set up for Remote Desktop access.  We can usually assist you in setting this up remotely.  We are unable to provide toll-free support without Remote Desktop access.

Our toll-free support plan does not include hardware repairs, networking services, onsite services, or custom development.  We can deliver any network and custom development services you may require, but they are not part of our toll-free support arrangement.   

Toll-free support fees are billed as follows:

*Software customers are those who purchased their current software from Frontier.  Support-only customers will receive re-priced support arrangements the month following the purchase from Frontier of any core Medisoft product upgrade.  All support pricing is subject to change; changes are effective the first day of your next billing period after notification of change.  Support fees must, at all times, be paid in advance.  Payments by credit card can be arranged for emergency services.

Frontier Per-incident Support

For those who require assistance on a one-time or very infrequent basis, we can provide "per-incident" support.   Per-incident support is available at our current hourly rates (1-hour minimum per incident).  However, our contract customers always receive priority, so per-incident support may, and often will,  mean extended waits for services.  Payment for per-incident support fees must be made in advance, by credit card or check.  If you do not have remote desktop access, your hardware technician can assist you with configuration, or we can assist with configuration as part of our "incident" fee.

In some instances, problems are the result of software issues that require Medisoft to address them.  In these instances, we will work with Medisoft to recreate the problem so that they can incorporate necessary changes in a subsequent release of the software.  Certain types of database corruption can be so severe that installing a backup is the only workable resolution to the problem.  In these instances, our capabilities are limited by the availability of usable backups.  Per-incident support does not apply to incidents that require an on-site visit.  If it is determined that your incident requires an on-site visit, you will have the option of receiving a refund of your per-incident support fee or applying that fee to the cost of an on-site visit, which is priced based on your location and the time it takes to resolve the issue.  Few problems require on-site visits, but there are occasions where an on-site visit is the only way to solve a particular problem.

Free Support Options

Medisoft makes available a free "knowledge base" that contains thousands of questions, answers, articles, and other information.  You may be able resolve problems using the knowledge base.  Also, our resources page provides files and links that may be helpful to you.

Medisoft Knowledge Base.  The Medisoft Knowledge Base is available to all users.  The Knowledge Base allows you to search for answers to your questions by keyword or natural language query.  Also, if you have a specific article ID, you can search for it here.  To find an answer using the Medisoft Knowledge Base, please click here.