Support Contact Information

Ivertex develops, sells, and supports the products on this site. You can get support on our products using any of the options below. Phone   (602) 439-2525 Fax   (602) 439-0808 Support E-mail   support@ivertex.com Office Hours   8am-5pm Mountain Standard Time, Monday through Friday excluding company holidays           An announcement mailing list is available for SolAce EMC. Sign up by providing your e-mail address.

Support Prices & Policy
Purchases of SolAce EMC Desktop or Enterprise Edition include 60 days of Basic Support to ensure successful setup during the first 60 days you have the product. We also include an additional 60 minutes of Basic Support the first year and any subsequent years that you renew the product, which is time that must be used in that subscription year. Purchases of SolAce EMC Hosted by Ivertex currently include unlimited Basic Support.

Basic Support can be purchased for $25 per 15 minute support block, or $300 for a 60 day unlimited support block. You need to purchase Basic Support if you are using the free, unsupported SolAce EMC Junior and want support from us, or have used up the support that was included with your purchase.

When you call us you'll be speaking with a friendly and knowledgeable person who knows the SolAce EMC product line and can help you understand and work through any issues you encounter. Please call ahead if you would like to schedule an uninterrupted support session to get SolAce EMC working with your system. Our experience is that this takes 45 minutes up to an hour and a half, depending on your computer skills. Being familiar with your practice management system and reading chapter 3 of the SolAce User's Guide helps cut down the amount of time spent on the phone.

As with everything else in this world, support policies are subject to change.

Basic Support
Our Basic Support offering provides for unlimited phone and email support (during business hours) for product support matters. This includes supporting you through payer enrollment, any EDI testing required by the payer, and product setup. Basic Support does not include on-site assistance, access to our development team, or assistance with non-Ivertex software such as networking, databases, or patient management and accounting systems.

Remote installation over the Internet is covered by Basic Support and we recommend this service if you do not opt for an on-site installation. We have tools for the remote connectivity so there is no extra cost to you for this service, other than Internet connectivity at your location.

Premium Support
Premium Support is available in the form of professional services for on-site installation, training, or assistance with non-Ivertex software. The rate varies from $85 to $125 per hour depending on the resources you utilize, and you must sign our Contract Services Agreement. You will have access to our product support and development teams. 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.