GCS Health Support
GCS Health is committed to serving and responding to the needs of the Health care user community. To assist in your success in using its software products, GCS Health offers a timely and complete support program.
This Policy defines the technical support services that GCS Health will provide to its subscribing users (Clients). GCS Health reserves the right to modify the conditions of this Policy or the pricing structure that it defines at any time.
The purpose of GCS Health's technical support program is to assist in the trouble shooting of the proper installation and use of the purchased GCS Health software and to provide a vehicle to report defects and errors in the software. You can contact GCS Health technical support via telephone or email.
Support Hours: Monday-Friday, 9:00am to 5:00pm Pacific Time
Support Email: firstname.lastname@example.org
Support Phone: 866-427-1001
Support at Your Location. GCS Health provides technical support primarily in the form of telephone or email support. GCS Health does not provide any form on on-site support.
Problems with GCS Health Software. GCS Health will provide technical support in the timeliest manner practical and will make every effort to correctly diagnose and resolve reported problems.
Problems Not Associated with GCS Health Software. The GCS Health software products work in an integrated environment and any Client-specific configuration on the PC can affect its operation. A Client configuration contains many elements over which GCS Health has no direct control. While GCS Health makes every possible effort to ensure a peaceful co-existence between the GCS Health software products and other components of the environment, each Client is responsible for managing their PC environment.
This Policy does not cover technical support for defects or errors in other hardware or software components of a Client's environment - for example, unrelated third-party software. If GCS Health discovers that the problem is a defect or error in the Client environment, GCS Health will spend up to approximately two hours trying to diagnose the problem and attempt to suggest a workaround, at no cost. At the completion of the two hours and upon Client approval to move forward, GCS Health will bill at the then current Technical Support Analyst hourly rate for all additional effort expended and time incurred.
Preparing to Contact Technical Support. As a part of each License Agreement, a Primary Support Contact has been designated for each Client site. To optimize interaction, the Primary Support Contact should be sole contact for GCS Health Technical Support, except in cases of emergency. In an effort to make best use of your time with Technical Support, please provide the following information about your issue:
Name of the GCS Health product for which support is being requested
Version of software (This can be found in Help About)
Serial Number (This can be found in Help About)
Description of the problem
Response and Resolution Times - Standard Support. The time required to diagnose and resolve a problem depends on many factors, including the type of problem, the information provided, and GCS Health's ability to reproduce the problem at its site. If the reported problem involves incorrect use of GCS Health software or a specific operating procedure, GCS Health can usually provide assistance within two business days.
If the reported problem involves an error in GCS Health software, GCS Health will attempt to provide a workaround solution or documentation clarification within two business days. If the error cannot be corrected with a workaround but requires a modification to code, GCS Health will incorporate those solutions into the next reasonable software release and update.
Each support call or defect report will be acknowledged by an GCS Health Technical Support Team member within four (4) hours of initial notice, A priority will be assigned to each reported defect by GCS Health by GCS Health Technical Support and communicated to the Client's Primary Support Contact. GCS Health reserves all rights to decide the priority of a defect.
Priority 1: Means a Defect in which a critical function in the GCS Health software is not performing and implies a serious disruption that would stop or delay production usage. GCS Health will immediately use all reasonable efforts to begin diagnosis and attempt resolution of the Priority 1 problem. GCS Health will promptly provide a workaround to the problem that is acceptable to Client and recommend a final resolution and time frame for resolving the problem.
Priority 2: Means a Defect in which a minor function in the GCS Health software is not performing as designed and there is no known work around. This type of defect allows continued use of the application but results in operational disruptions. GCS Health will use reasonable efforts to begin diagnosis and attempt resolution of the Priority 2 problem within two (2) business days following initial notice. If GCS Health cannot resolve the problem within that time, GCS Health will use reasonable efforts to provide a workaround to the problem that is acceptable to Client and recommend a final resolution and time frame for resolving the problem.
Priority 3: Means a Defect in which a frequently used but non-critical function in the GCS Health software is not performing as designed. This type of defect causes no significant delays in production. GCS Health will use reasonable efforts to begin diagnosis and attempt resolution of the Priority 3 problem within five (5) working days. If GCS Health cannot resolve the problem within such time, GCS Health will use reasonable efforts to provide a workaround to the problem, if available, that is acceptable to Client and recommend a final resolution and time frame for resolving the problem.
For all Clients subscribed to maintenance program, GCS Health will provide a means for contacting a Technical Support Team member during business hours. GCS Health Technical Support Team may request that a Client provide remote access to the applications environment. This access may be provided through an external connection such as TechinLine to provide the necessary support. If a Client is not able to provide access via an external connection, then that Client may be required to supply additional hardware and equipment.