Service & Support
Technical Support
Welcome to MediNotes Technical Support. Please note that your maintenance agreement must be current for us to help you with any questions. If your agreement is not current, please click here for more information about how to become current on your maintenance agreement.
In order to make your time spent with Technical Support more successful, you will need to have performed a complete backup of your MediNotes e system at least one night prior to your call. We will also need you to know how to restore your backed-up files if needed.
Clients Not Current On Maintenance
MediNotes offers hourly technical support to clients without a current MediNotes (EMR) maintenance agreement. Hourly technical support assistance is $200 per hour with a two hour minimum per incident. Service extending past the initial two hours will be billed at the rate of $200 per hour and will accrue in 15 minute ($50) increments. The initial two hour minimum must be paid prior to any service being performed. Service time beyond the initial two hours will be billed after services have been rendered.
In order to qualify for hourly technical support, clients must currently be running MediNotes e or MediNotes Charting Plus version 4.1.77 or later. Situations involving a version of Charting Plus prior to version 4.1.77 will be evaluated to identify options for technical support and will be handled on an individual basis.
Newer versions of MediNotes e may contain enhancements which address issues in prior versions of software; as a result, some issues may require upgrading to resolve. Staying current on maintenance and running the latest version of software is the best method for minimizing software related problems.
Additional Technical Support Services
Technical Support is available outside of our normal operating hours (7:00 am to 7:00 pm CST) by appointment. Appointments must be made prior to 3:00 pm the day before to the appointment is to take place. The cost for After-Hours Support is $75 per hour with a minimum of two hours. Support extending past the initial two hours will be billed at the rate of $75 per hour and will accrue in 20 minute ($25) increments. The initial two hour minimum must be paid before any support will be provided. Support beyond the initial two hours will be billed after support has been provided. To schedule an appointment for After-Hours Support, please contact your Practice Success Manager or our Technical Support department.
Migrating document management software from one server to another is a delicate task. Our Technical Support department is available to assist with additional server installations and server migrations of our V-Chart and eScan products. The cost to setup either V-Chart or eScan on a server is $500. This includes installation of the document management software and database software on the server and configuration of the client installations as needed to communicate with the new server installation. If the installation involves migrating an existing database and patient data from a previous V-Chart or eScan installation then there will be an additional $250 fee.
Contact Technical Support
Phone: 515-327-8854 Fax: 515-327-8856 E-mail: support@medinotes.com
Hours: 7:00am to 7:00pm (CST) M-F, with the exception of business holidays.