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Epiphany Healthcare Blog

Frequently Asked Questions: Epiphany’s “Platinum” Support Agreement

Posted by Russ DeRemer on September 27, 2012 at 8:28 AM

Epiphany Customers: Are you taking advantage of our support agreement? If not, here are just a few reasons why you should. Not an Epiphany customer? Read more to find out why Epiphany’s continued success is fueled by our commitment to exceptional customer service.

Does Epiphany offer different levels of support agreements?
No: Whether managing ECG data or many other diagnostic test results with Epiphany’s system, it is a mission critical application with a 24/7/365 support agreement.

How does Epiphany support agreement cost compare to the industry?
Epiphany offers the lowest annual cost in our market.

Customer Support

Are all upgrades included under Epiphany’s support agreement?
Yes: When you maintain our support agreement all upgrades to your licensed software are
included. This applies to patches, versions, model numbers, product name changes etc. You are
responsible for third-party software such as the server operating system.

What if our hospital has a policy of not buying support agreements?
It may make financial sense to not invest in a support agreement for devices, hardware, and
software applications that do not include upgrades under contract.

When you invest in Epiphany’s support agreement, however, you are in fact extending the life of
your application indefinitely. Five years from now, you will have current software and not have
to form a committee, evaluate vendors, purchase, and implement the next-generation application.

If your Epiphany system is not under our support agreement, we offer support during normal
business hours only and require a purchase order to start the support case. Note that our highest
priority support goes to our customers under contract.

What do you charge for upgrades if we don’t maintain an Epiphany support agreement?
Revenue from support agreements helps to fund product research and development. System
upgrades are priced by calculating the support agreement charges for the entire time a system
has been out of contract and subtracting the amount of hourly service charges paid during that
period. We believe that this is fair to all of our customers and is another very good reason to
maintain a support agreement.

What percentage of Epiphany’s customers maintain a support agreement?
Over 97% of Epiphany’s installations are covered under contract.

Does Epiphany provide Online Support?
Yes, Epiphany has an online support portal where customers can create their own support requests. We also provide online training videos on our learning site at learning.epiphanyhealthdata.com

An Epiphany customer anonymously commented about the value of support onKLAS Research www.klasresearch.com.

"Epiphany really keeps us up to date with upgrades, which are included in our contract, and they are always there when I need them."
Director, August 2012
 

Download Our Support Agreement

Topics: Epiphany support, Epiphany's support agreement, managing ECG data, Cardio Server Support, ECG management

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