Hi everyone (and Jon),
This can be a very delicate balance between price and support levels. I too have had difficulties with non emergency customer support and my IT guy has allegedly called AC and left messages and NOT gotten return calls. Having said that, the support for true emergencies and urgencies with AC and my practice has been over the top excellent. Jon even helped me out from his home one weekend when we had install issues with the new AC4 upgrade last year!!
Regarding price of support per license and per event I feel like I am potentially on the short end of the stick. I or my IT person are the ONLY ones who ever use AC support yet we pay for 8 licenses (soon to be 10). The system either works or doesn't for the most part. My docs individually never call into AC and never have individual workstation problems. So in effect, I am paying 8x the price of support as a solo doc with a small network and with similar support needs (maybe less because we have a half time IT person). I am okay with this to a certain extent but would not be okay with paying more per license. My two cent rant.
Best,
James Clayton, M.D.
US Virgin Islands
