Support Prices & Policy
Our motto is E4 Excellence. This company motto is incorporated into each customer related training, team meetings and all customer service related tools that we use to service our valued customers. The SolAce Support Team appreciates each customer and our goal is to provide excellent customer service to every customer.
When you call the SolAce Support Team you'll be speaking with our friendly and knowledgeable staff who know the SolAce EMC™ product line. Please call ahead if you would like to schedule an uninterrupted support session.
The SolAce Support Team loves to hear feedback from our customers. Please send any feedback to management@axiom-systems.com.
Basic Support
Basic Support can be purchased for $25 per 15 minute support block, or $300 for a one month unlimited support time package. Most products come with a limited amount of Basic Support.
Our Basic Support includes assistance via phone and email during business hours. Support can be used to help you through payer enrollment, any EDI testing required by the payer, and product setup and SolAce training. Remote installation over the Internet by appointment is covered by Basic Support and we recommend this service. Ivertex uses "GoToMeeting™" for the remote connectivity so there is no extra cost to you for this service, other than Internet connectivity at your location.
Basic Support does not include on-site assistance, claims denial research, access to our development team, or assistance with non-Ivertex software such as networking, databases, accounting systems or patient management systems.
Premium Support Services
Premium Support is available in the form of professional services for on-site installation, training, billing and coding questions, claims denial research, or assistance with non-Ivertex software. The rate is $100 per hour for these services. This level of support is recommended if you need our expertise with integrating SolAce into your environment beyond what is covered in our product documentation and Basic Support offering. Please call to request a quotes for these types of services.
Custom Development Design and Programming
For custom development the base rate is $150 per hour. Payment is due when project is completed and in use. Late payment fees will apply. Please call to request a quotes for these types of services.
SolAce JR Users
You need to purchase Basic Support if you are using the free, unsupported SolAce Junior and need assistance. We recommend at least one hour to review your set up and to show you the flow of SolAce. This will help you be a successful SolAce JR user. Note that the SolAce Junior edition was dropped as of version 4 that went live 10/16/2011. No new Junior accounts can be created at this time and it is unknown whether a new form of this edition will return.
Please Note: As with everything else in this world, support policies and prices are subject to change.
Basic Support can be purchased for $25 per incident for clients that have exceeded their current support plan.
A change of staff often requires additional training. One hour of support is sufficient depending on the biller's experience with a computer and knowledge of medical claims.
Clients on our SolAce JR product will be charged support each time they call or email us with a question.
Basic Support can be purchased for $300 for a one month of unlimited "basic support" package.
The “Sapphire Support Plan” is an annual fee per site for $2,160.00 billed annually with your renewal. This support plan is highly recommended for our SolAce EMC-Multi User Edition users.
"Sapphire Support Plan" is unlimited basic support during our business hours Monday through Friday 8am-5pm Arizona Time. Support calls are handled in the order in which the SolAce Support Team receives them. The SolAce Support Team can be reached by:
Phone 602.439.2525
Fax 602.439.0808
Email support@ivertex.com
The “Sapphire Support Plan” excludes access to the programming team. Enhancement requests are considered and quoted separately. This plan excludes assistance on software other than SolAce Electronic Medical Claims™ Software. The plan excludes billing & coding training since SolAce is a software tool to use and we are assuming that your medical billing staff are proficient in their billing experience.
SolAce Support Team will not be available during weekends and most major holidays when the Ivertex™ office is closed.
For this item please contact the sales team to purchase.