Visual Practice XP Edition

Telephone Technical Support Guidelines

Each Support Services Agreement comes with 4 hours of Telephone based technical support. 4 hours of phone support is provided within this agreement and is consumed in time units (each unit being 15 minutes). Additional telephone technical support beyond the 4 hours can be purchased at a reasonable price, if needed. On average, most customers use only about 2 hours of phone support per year.

ACSL Phone support for Visual Practice is available from 9am to 5pm Monday to Friday, Eastern Standard Time.

If your schedule requires, off hours phone support can be pre-arranged. Our support phone number is 416-745-2880 Extension 3 or 104. By dialing 3 you ring all the phones in the telephone support pool. Extension 104 is the technical support coordinator.

In order to serve you better, we maintain a multi-line computer-managed phone system, with voice messaging. We understand how busy a medical office gets. Sitting on hold or in a queue waiting for an analyst can be disruptive to your busy day.

When all our analysts are on the phone helping your colleagues, you are routed to the message pool. You are asked to leave your name, number and a short message stating the nature and urgency of your call. This way you can get on with your day. Typical response times range between 2 and 20 minutes on average, depending on the number and complexity of incoming calls, with a 93% returned call rate!

Please leave one message. While most customers respect this request, some call repeatedly, minutes between calls, without leaving messages. This monopolizes our inbound phone lines and prevents customers from contacting us. While auto-redialing is a common practice for contacting government services and other health care facilities, it is not a practice we ask that you to use to contact us. Poor sound quality, or a customer's line being constantly busy also prevents us returning your call. If you have a private number or back line we can contact you on, please ensure that we are aware of the number so we can keep it on file to contact you when your main number is busy. When you leave a message, ensure you speak clearly and briefly explain the nature and urgency of your call and leave the telephone number you wish us to contact you at.