Frequently Asked Questions 

Customer Support and Implementation 

Can Epiphany migrate ECG data from other ECG Management systems?
Yes. We have migrated millions of ECGs from MUSE, TraceMaster, Cerner, and Pyramis. For more information on this subject, view the second paragraph of this blog entry.

How many companies are involved in producing, delivering, and supporting Epiphany products?
One. Epiphany is responsible for the development, implementation, and support of our products.

Does Epiphany provide 24/7 support?
Yes, with staff on both coasts.

What does the CAP (Customer Advocacy Program) do for me?

The CAP program provides you a direct contact to a CTS (Clinical Training Specialist) within Epiphany. The CTS can provide refresher webinar training, submit enhancement requests, and provide additional information for supported modalities. The CAP representative will call you every 4-6 months to check in with your current workflow and training needs.

Are upgrades, updates, new versions etc. included in the support agreement?
Yes, all upgrades are included with an active support agreement. Professional service fees are applied for project management and implementation services. Third-party license upgrades such as Microsoft Operating systems and hardware are the user's responsibility.Do you have local support for our installation?

If you provide your own server hardware, then your IT department is the front line of hardware support and Epiphany provides secure, remote-software support. If Epiphany provides your server hardware, then Dell supports your hardware locally and, as above, Epiphany provides remote-software support. Our entire application can be remotely installed and entirely rebuilt in the event of a catastrophic failure. We support over 650 customers worldwide from our service facility in Durham, NC.

Other Inquiries 

Have a question not answered by our FAQ? Contact us. We will respond to your inquiry as soon as possible.