ImproMed support options

 

We’re pleased to be able to provide clinics with after-hours emergency support as a supplement to our fully-staffed support hours. With after-hours emergency support, members of our experienced support staff are on pager duty to help you with your after-hours emergency support needs.

Emergency support is available to specially registered after-hours support clients, OR you can receive emergency support for a $50 initiation fee and a fee of $6/minute. This special support includes all major holidays. Registered clients can receive emergency support for $300/year and $3/minute when used.

THIS IS A PAGER BASED SERVICE. After regular support hours our answering service will receive all incoming calls. A Covetrus™ staff member will return your call as soon as possible.

Conditions:

After-hours Emergency Support is limited to customers who purchase & register for the Covetrus™ Application Support, OR those that agree to the $50 initiation fee and $6/minute. After-hours Emergency Support is not automatically included with the standard Application Support. After-hours Emergency Support is available through toll-free telephone, modem, or router connections, during non-regular business hours.

Application support provides complete and continuous advisory support for software developed by Covetrus and select third-party software that integrate with Covetrus application programs. New releases, enhancements, and updates are available to subscribers at no additional software cost.

Conditions:

The first three months of application support is included with all new account contracts only. Thereafter, quarterly or annual support fees are based on the products purchased. Support is available through toll-free telephone or internet connections during regular business hours.

Should your practice opt not to purchase an ImproMed pre-paid support plan, ImproMed offers case-by-case support. By providing this level of support, every Covetrus customer, regardless of support status, is assured quality hardware, software and operating system support. The fee for this support varies on the amount of time spent on each issue.

  • Available to all customers not on a pre-paid service support plan
  • Available to all customers on a pre-paid plan of which does not cover the issue (i.e. a virus)
  • Consultation on hardware, off-the-shelf software, and operating system purchases

Conditions:

Case-by-case support is available on a per-call basis through toll-free telephone, modem, or router connections, during regular business hours. After-hours software update, OS installation, and hardware install/swap are by appointment.  Call (800) 925-7171 for pricing and availability.

We offer an extended warranty coverage on hardware purchased through ImproMed and is available to customers who purchase ImproMed application support. It includes, but is not limited to:

  • Telephone support or diagnosis
  • Replacement or repair of any covered part(s)
  • Assistance in configuration or system set up (by appointment)
  • Loading and reloading of system software and operating system
  • Reconfiguration of equipment
  • Retrieval of ImproMed data
  • Consultation on hardware, off-the-shelf software and operating system purchases

Conditions:

ImproMed hardware support (IHS) is only available for hardware purchased through ImproMed. Following the initial 90-day free period provided by ImproMed quarterly or annual fees are based on the client chosen covered items. Hardware Support is available through toll-free telephone and internet connections, during regular ImproMed business hours.

If you maintain hardware coverage on your Covetrus equipment, we automatically provide Windows operating system coverage at no additional cost. If you don’t opt to cover your hardware under your Covetrus coverage, or you have third party servers and workstations, we encourage you to cover your operating system.

Conditions:

The quarterly or annual fee is based on the type of system purchased through Covetrus. Operating System Support is available through toll-free telephone, modem, or router connections, during regular business hours.

The support includes:

  • Performance Counter Diagnostic and Analysis
  • Add / Modify scheduled tasks
  • Reload Operating System
  • Traffic Analysis of LAN Transmission Control Protocols
  • DNS (Domain Name Service/Server)
  • DHCP (Dynamic Host Configuration Protocol) Router Configuration
  • Internet Connection Diagnostics Network Share Folder
  • Management Remote Access Setup and Configuration
  • Network Drive Mapping
  • Wireless Connection Diagnostics
  • Defragmentation
  • Check Disk (Diagnostic and Recovery)
  • File System Conversion
  • Obsolete Folder and File Management
  • Printer Driver Installation Network
  • Share Printers
  • Print Server Management
  • User Management
  • Domain and Workgroup Policy Management

We’re pleased to be able to provide clinics with after-hours emergency support as a supplement to our fully-staffed support hours. With after-hours emergency support, members of our experienced support staff are on pager duty to help you with your after-hours emergency support needs.

Emergency support is available to specially registered after-hours support clients, OR you can receive emergency support for a $50 initiation fee and a fee of $6/minute. This special support includes all major holidays. Registered clients can receive emergency support for $300/year and $3/minute when used.

THIS IS A PAGER BASED SERVICE. After regular support hours our answering service will receive all incoming calls. A Covetrus™ staff member will return your call as soon as possible.

Conditions:

After-hours Emergency Support is limited to customers who purchase & register for the Covetrus™ Application Support, OR those that agree to the $50 initiation fee and $6/minute. After-hours Emergency Support is not automatically included with the standard Application Support. After-hours Emergency Support is available through toll-free telephone, modem, or router connections, during non-regular business hours.

Application support provides complete and continuous advisory support for software developed by Covetrus and select third-party software that integrate with Covetrus application programs. New releases, enhancements, and updates are available to subscribers at no additional software cost.

Conditions:

The first three months of application support is included with all new account contracts only. Thereafter, quarterly or annual support fees are based on the products purchased. Support is available through toll-free telephone or internet connections during regular business hours.

Should your practice opt not to purchase an ImproMed pre-paid support plan, ImproMed offers case-by-case support. By providing this level of support, every Covetrus customer, regardless of support status, is assured quality hardware, software and operating system support. The fee for this support varies on the amount of time spent on each issue.

  • Available to all customers not on a pre-paid service support plan
  • Available to all customers on a pre-paid plan of which does not cover the issue (i.e. a virus)
  • Consultation on hardware, off-the-shelf software, and operating system purchases

Conditions:

Case-by-case support is available on a per-call basis through toll-free telephone, modem, or router connections, during regular business hours. After-hours software update, OS installation, and hardware install/swap are by appointment.  Call (800) 925-7171 for pricing and availability.

We offer an extended warranty coverage on hardware purchased through ImproMed and is available to customers who purchase ImproMed application support. It includes, but is not limited to:

  • Telephone support or diagnosis
  • Replacement or repair of any covered part(s)
  • Assistance in configuration or system set up (by appointment)
  • Loading and reloading of system software and operating system
  • Reconfiguration of equipment
  • Retrieval of ImproMed data
  • Consultation on hardware, off-the-shelf software and operating system purchases

Conditions:

ImproMed hardware support (IHS) is only available for hardware purchased through ImproMed. Following the initial 90-day free period provided by ImproMed quarterly or annual fees are based on the client chosen covered items. Hardware Support is available through toll-free telephone and internet connections, during regular ImproMed business hours.

If you maintain hardware coverage on your Covetrus equipment, we automatically provide Windows operating system coverage at no additional cost. If you don’t opt to cover your hardware under your Covetrus coverage, or you have third party servers and workstations, we encourage you to cover your operating system.

Conditions:

The quarterly or annual fee is based on the type of system purchased through Covetrus. Operating System Support is available through toll-free telephone, modem, or router connections, during regular business hours.

The support includes:

  • Performance Counter Diagnostic and Analysis
  • Add / Modify scheduled tasks
  • Reload Operating System
  • Traffic Analysis of LAN Transmission Control Protocols
  • DNS (Domain Name Service/Server)
  • DHCP (Dynamic Host Configuration Protocol) Router Configuration
  • Internet Connection Diagnostics Network Share Folder
  • Management Remote Access Setup and Configuration
  • Network Drive Mapping
  • Wireless Connection Diagnostics
  • Defragmentation
  • Check Disk (Diagnostic and Recovery)
  • File System Conversion
  • Obsolete Folder and File Management
  • Printer Driver Installation Network
  • Share Printers
  • Print Server Management
  • User Management
  • Domain and Workgroup Policy Management