Calling into support: As with any call center, there are times that all of the support representatives may be on the phone assisting other customers. As such, you will be asked to leave your name, phone number and a brief description of the problem and the first available support representative will return your call.

If you wish to be called back at a certain time you can let the receptionist know and we will try our best to return your call at the desired time.

Non-urgent issues: If it is not an urgent issue, you may want to consider faxing or emailing your question in to our support department. Please make sure to include your office name, contact person, phone number and a brief description of the problem. A support representative will return your fax/email with a call within one business day.

Being prepared happens on both sides: If you get an error message on your screen, please make a note of the error message that includes the title of the message box (in the blue bar at the top), and the message itself. Also make note of what you were doing at the time and if possible, the steps you took to get the error message. This will greatly assist our support representatives with troubleshooting your call.

Try it twice: Due to the nature of software, often problems that occur only happen once and can not be repeated. Unfortunately, problems like these can be very difficult to track down. We ask that before calling close all programs, reboot the computer and try to repeat the problem. If the problem repeats itself then please contact our technical support department.

Tech on site: If your hardware support representative is on site and needs technical assistance with the Power Practice or Power Chart software, make sure to indicate this to the receptionist and they will do their best to expedite your call.

Remote Control: Sometimes it is necessary for our technical support staff to remotely connect into your computer system. Please make sure that you know how to activate your PCAnywhere, Ultra VNC or Remote Desktop. You should also know how to obtain your system?s external IP address and disable the fax machine if necessary.

Saturday Support: Saturday Emergency Support is for emergencies involving the PracticeX\Power Practice and Power Chart software only. An example of an emergency situation would be if you were having a problem getting into the software or you run into a critical problem for which there is no work around and it can not wait until the next business day. General questions and how-to?s are not considered to be an emergency and should be deferred to the next business day.