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Epiphany Healthcare Blog

From the President’s desk: "Outrageous ECG Management Support Costs"

Posted by Lisa Wolfenbarger on May 30, 2013 at 11:03 AM

In the last couple of weeks I have had the chance to speak with cardiology department managers in three different hospitals. All three accounts are in the process of replacing their legacy ECG Management Systems with Epiphany. As you read the anecdotes below, please remember that Epiphany’s support agreement is 24/7/365 and includes lifetime software upgrades. Also, Epiphany has been rated as best in KLAS for the last four years in customer support; MDBuyline has rated us a best customer support in ECG Management in 2012. 

The first hospital was a medium sized community medical center with a total of 12 cardiographs. Their support agreement was expiring and they wanted to be sure that we would have our system up and running before the expiration date. I asked them what the renewal cost would have been from their legacy vendor. The answer shocked me, "$252,000 for a 5-year contract”. This hospital’s contract from Epiphany is $47,880 for the 5-year support agreement

I was on a conference call with a second hospital finishing up the terms and conditions on a contract to replace their legacy ECG Management system. They are a small rural hospital with only 6 cardiographs. We were discussing our support charges and I asked what they were paying for their current contract? Their answer was more disturbing than the one above. “We can’t afford their contract and are on the pay as you go program”. How much was the contract for a small rural hospital with 6 carts? $232,000 for 5 years! This hospital is on Epiphany’s support agreement at a total 5 year charge of $27,360.

My final comments are regarding a university medical center. They have over 50 cardiographs and are replacing everything in a phased approach. The 5-year support agreement renewal for their legacy system was $306,000. This was a major reason they decided to find an alternative vendor. Epiphany’s 5-year support agreement for this medical center is $132,000.

As healthcare tightens its collective belt you may be looking for savings. If any of the legacy support system cost examples seem familiar; I encourage you to ask us how you may be able reduce your ECG Management system lifecycle costs. 


Russ DeRemer
Founder & CEO 

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Topics: Epiphany Cardio, KLAS Category Leader, ECG Data Management, legacy ECG data, Lifecycle Expenses, alternative vendor, Support Costs, reduce costs, Epiphany support, Epiphany's support agreement, Cardio Server Support, ECG management

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
 

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

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