Maintenance Policy for Interfaces and Utilities provided by Micro-Office Systems

01/01/11 Revision

Customer Version

Annual Maintenance:

Annual maintenance is offered for products we license.

Included in annual maintenance:

• Email/phone support.
• Accessing customer system to help diagnose and resolve issues. This assumes an existing, working method of access is already in place. If a method which requires coordination with the practice is needed, there is a $75 fee per access, and priority of response is lowered.
• Natural updates to the licensed product. We normally update a product to reflect advances in our own libraries, compatibility with other systems, and to fix bugs/add functionality. The more custom a product is to a specific customer, the less likely there will be relevant natural updates
• Priority: maintenance customers have a separate, prioritized queue.
• There is no charge for the services included in annual maintenance, even when the issue ultimately is the responsibility of another vendor, as long as:
• The same issues are not reported to Micro-Office frequently
• If Micro-Office gives guidance as to what the other vendor should verify at a specific juncture, and that guidance is followed.
• The effort required by Micro-Office remains under 1 hour.

Not included in annual maintenance:

• Customizing and further development. This includes any updates desired/needed for compatibility with changes to other systems that we have not performed as part of the “Natural updates” listed above. However, priority will be given to these projects.
• Time spent researching that could have been performed by the practice or other vendor under guidance of Micro-Office.
• Issues related to the practice network, security permissions, and migration to a new environment.

Non-Maintenance:

If a maintenance agreement is not in effect, then any services are handled via our Non-maintenance policy.

• Availability is not assured. All maintenance-covered issues in our queue, even if received after a non-maintenance support request, have priority. Response time can be a week or more.
• All time is billable, at $175/hour. There is a minimum $150 incident fee. If priority is offered, there will be an additional fee for the priority. The minimum priority rate is $250/hour, with a minimum $350 incident fee.
• No updates are included. If an update is available, a fee of $450-$1500 may be charged, depending on the elapsed time since the last update.

Reinstatement:

If a maintenance agreement was in effect, but elapsed, our reinstatement policy applies.

• There is a 30-day grace period; no penalty applies during this period if the customer works with Micro-Office in good faith to renew.
• From 30-60 days, a $150 reinstatement fee applies, with no other penalty. The maintenance renews from the original renewal date.
• After 60 days, the full reinstatement fee applies: $250, or 50% of the annual maintenance fee, whichever is higher. This is in addition to the regular annual maintenance fee, and the new period commences from the date of reinstatement. Any pre-existing issues, or new issues which develop within the first 60 days of reinstatement, are handled as non-maintenance.

How to request Support :

The primary method is to start with an email. For Medical Manager-related issues only, send the email to normane@micro-officesystems.com. For all other issues, send an email to support@micro-officesystems.com. Please include:

• Practice name
• Product name
• Description of the issue; Screen shots are appreciated
• Log and settings files
• Description of any recent changes that have occurred that you feel might be factors

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