Products

Support/Update Programs

These service agreements provide you with the following for one year:

Standard Support: $500/year

About phone support, our technical support is available 7:00 AM to 7:00 PM Monday through Friday CST and Saturday 10:00 AM to 2:00 PM. This phone support allows you ask questions of SOAPware experts and programmers giving you the answers and solutions you need in a fast and timely manner. Our team of experts have over 10 years of experience in helping customers find the solutions they need.

About updates, this service provides you with the latest SOAPware updates, as they become available, for one year. These updates will provide you with all of the latest programming changes as well as any new features that have been added to the basic SOAPware medical record or any optional enhancements you have previously purchased. These updates may be obtained via password to SOAPware, Inc.'s update, download page on the World Wide Web or via CD.

Priority Support: $1000/year

Priority Support includes all of the amenities of Standard Support plus 24/7 access to technicians, top priority in phone calls, and monthly billing options.


Demo

To order one the Support/Update Programs click on the appropriate link:

Purchase Standard Support/Updates
Purchase Priority Support /Updates
Current User update for Standard Support
Current Users update for Priority Support

*Cost Per License. Both Drug Interactions and Flash Codes are not included with in the Update Program, as both are yearly subscriptions.

SOAPware Standard Support/Update Agreement

NOTE:

In addition to the software costs, it is a good idea to add an amount to cover the costs of implementation in both dollars and hours. Estimate implementation costs at 1-2 times the software purchase. Purchasing implementation services early usually results in far fewer hours having to be spent by the practice to implement the functionality. In order to repair a failed implementation later, budget 2-3 times the software cost.

IMPORTANT NOTE:It is essential for each site to make arrangements for proper installation, support, and maintenance of your hardware and software system running SOAPware.

The $500 per licensed user annual support/upgrade service agreement from SOAPware, Inc.. provides telephone and e-mail SOAPware support and access to SOAPware updates*. It is not intended to, and it will NOT provide all the technical support services you need to arrange to properly install and maintain an EHR. For example, no on-site or customization services are included in the agreement. We encourage the selection of local, certified partners and technicians that have a good reputation in your community and contract for the remainder of services you need. We can provide you with checklists and other documents to assist in this. This approach keeps your costs and downtime to a minimum. Not contracting for local, on-site services can result in loss of data. SOAPware, Inc. is not responsible for lost data or other system malfunctions.
 
The training that is provided by SOAPware, Inc. is on the included CD-ROM. Any additional training desired is an added cost agreed to by both SOAPware, Inc. and the customer.

SOAPware Support Availability:

Holiday Exceptions:

New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and the day following, Christmas and Christmas Eve. (for those needing 24/7/365 support we suggest the Priority Support program)

Some SOAPware sites prefer to find their own system support, are able to implement after viewing the training CD-ROMS, able to install hardware-software, and able to do their own customizations. Therefore, SOAPware, Inc. does not force all users to buy services they do not need. However, other sites prefer more training or support than that provided by SOAPware, Inc. These sites can contract with Certified Partners and/or SOAPware Extended Training and Support (SETS) to obtain these extended services as needed.
 Proper Implementation Planning and Training are the most critical elements leading to the successful implementation to an EHR. Use the implementation guides from SOAPware, Inc. and address all issues.
SOAPware is provided as it is out-of-the-box. If SOAPware is having any type of problem, support is there to assist you in determining whether the problem is SOAPware-related or not. If not (such as network problems, hardware problems or operating system issues, then SOAPware Inc. will assist you in collecting what you need to provide to your hardware vendor or certified partner. Then, we can remotely assist a certified partner or your hardware-software vendor in fixing the problem as it relates to SOAPware.

Limitations:

The SOAPware Support/Update Agreement does not deal with issues related to the use of Thin Clients such as Citrix Metaframe or Windows Terminal Server. SOAPware can be run on some Windows-CE devices acting as thin clients. This should only be set up by an experienced technologist and preferably one with certification and who will support the installation.

The SOAPware Support/Update Agreement does not include the support needed to set up remote connectivity.

The SOAPware Support/Update Agreement does not include the support of any onsite services, support for software other than software produced by SOAPware, Inc., and does not include any customization services.

The SOAPware Support/Update Agreement does not provide support for the use of databases other than MSDE, Access or SQL-Server 2000(or later).

The SOAPware Support/Update Agreement does not support other software. For example, if your back-up software malfunctions, we will direct you to contact technical support from the back-up device manufacturer. Similarly, if you can print from SOAPware, but are unable to fax, then the fax software is having problems, and you will be instructed to contact the fax software vendor.
If you wish SOAPware to directly assist in dealing with system or other software issues, this can be scheduled with SOAPware Extended Training and billed to a credit card at a $100 hourly rate. 

If you wish SOAPware to directly assist in teaching you how to use the software, this can be scheduled with SOAPware Extended Training and billed to a credit card at a $100 hourly rate. This policy will apply to any information that is covered well in both the manuals and training videos.

*Note:

If a software upgrade were to require the acquisition of outside or third party software, the direct cost for this will be passed to the customer.

SOAPware Priority Support/Update Agreement

The Priority Support program includes:

When you call for tech support you will need to enter extension 7 on your keypad. This will take you directly to the Priority Support department during normal operating hours (7am-7pm CT). During normal hours the Priority Support line can be used for all types of support assistance. Please remember to enter extension 7 on your keypad. If you select option 3 for standard support your call will be treated as a standard support call.

Outside of normal operating hours (7:01pm – 6:59am M-F, plus weekends and holidays) when you select extension 7 you will be routed to the after hours operator who will direct you to the correct technician. Please keep in mind that after hours the Priority Support extension should only be used for emergency situations. A situation is considered an emergency if critical patient information cannot be accessed or updated. Examples of non-emergencies that should be handled during normal operating hours would include simple “how-to” questions, installation questions, and customizations of Reports and Codes. For these types of questions please contact our Priority Support department during normal business hours.

Limitations:

The SOAPware Support/Update Agreement does not deal with issues related to the use of Thin Clients such as Citrix Metaframe or Windows Terminal Server. SOAPware can be run on some Windows-CE devices acting as thin clients. This should only be set up by an experienced technologist and preferably one with certification and who will support the installation.

The SOAPware Support/Update Agreement does not include the support needed to set up remote connectivity.

The SOAPware Support/Update Agreement does not include the support of any onsite services, support for software other than software produced by SOAPware, Inc., and does not include any customization services.

The SOAPware Support/Update Agreement does not provide support for the use of databases other than MSDE, Access or SQL-Server 2000(or later).

The SOAPware Support/Update Agreement does not support other software. For example, if your back-up software malfunctions, we will direct you to contact technical support from the back-up device manufacturer. Similarly, if you can print from SOAPware, but are unable to fax, then the fax software is having problems, and you will be instructed to contact the fax software vendor.

If you wish SOAPware to directly assist in dealing with system or other software issues, this can be scheduled with SOAPware Extended Training and billed to a credit card at a $100 hourly rate. 

If you wish SOAPware to directly assist in teaching you how to use the software, this can be scheduled with SOAPware Extended Training and billed to a credit card at a $100 hourly rate. This policy will apply to any information that is covered well in both the manuals and training videos.

*Note:

 If a software upgrade were to require the acquisition of outside or third party software, the direct cost for this will be passed to the customer.