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Twelve months
free support
is included
in the purchase price of Access
Anaesthetics. Thereafter an annual fee
will be
charged for technical support and updates. See our pricing
page for more information.
What does the support
subscription include?
-
Regular
program updates incorporating new features, changes to billing
practices, bug fixes, at least 2 per year.
-
MBS
and ASA RVG items updates, at least 2 per year.
-
Private
health fund schedule updates, at least 2 per year, usually more.
-
Unlimited
email support, usually within 24 hours.
-
Free
telephone support up to 2 hours per year. Additional support
attracts an hourly fee.
-
Regular
email bulletins for important information and notification of
updates.
-
Updates
are usually provided on our website for instant access, or we can
send floppy disks if you prefer. An additional annual fee of $65
will be levied for disk updates, payable at the time of subscription
renewal.
-
Not
included – lengthy or extra-frequent telephone support, remote
access via modem/Internet, site visits. These attract additional
charges at an hourly rate.
How do I obtain
support?
Email
We prefer to receive
support enquiries by email. This gives you a chance
to fully describe the situation, and gives us a chance to work through
the problem and develop a solution. This is often faster than talking to
us in the first place, because in many cases we need to try to duplicate the problem before devising a fix
or work-around. Email is the best way to resolve non-critical issues
and to provide background information for telephone support. Additional
pay-per-use support To
reduce the annual support cost, modem and on-site support is not
included in the annual support plan. These can be provided however on a
pay-per-use basis. This will be charged at our standard hourly rate. Telephone
Please call (02) 9420 0900 or indicate in your
email the best day and time for us to call you. We can call you
outside business hours if required. Voice messages may be left
when the office is unattended and we will return your call as soon as
possible.
On-site
On-site visits are available within the Sydney or Melbourne region for an extra charge. Individual
on-site training can also be provided if required.
Users
of the Demonstration version
Reasonable
support will be provided by email, fax or telephone on installation, setup and
general getting started issues. It is expected that users will refer to the training resources to
learn to use the system and extensive training support is not generally provided. However,
we will provide limited training assistance by email, fax or telephone at our
discretion.
Training
To
help reduce costs, no personal training is included in the purchase
price of Access Anaesthetics and it is up to the individual user to learn
how to operate the system to best advantage. To assist with this training,
the system includes a number of resources:
-
a comprehensive on-line Windows Help file
-
a detailed
printed manual with screen images
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a set of 54 training videos on the installation CD
-
additional
material posted on our website from time to time
If you
prefer, we can come to your office to provide individual on-site training
at our standard hourly rate of payment. At present this service is only
available for Sydney and Melbourne locations. Contact
us for further details.
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