I really don't agree with changing from a basic unlimited support structure. But I do understand why someone might think they want it. I don't request support very frequently (maybe a couple times a year unless there is an upgrade issue), but when I do need it, I need it quickly and it can easily go for hours. I don't want to have to worry about sudden charges for support.
The question of what AC is actually supporting is interesting. Are they providing support for how the AC product works to submit/attestate for MU (We don't do MU, so I don't know the details on it)or are they providing support for MU in a more general since. I agree, no they should not do the latter unless it is part of a "add-on" service that you pay for. But the former is just support of product functionality and they have to do that. If they focus on supporting the product's functionality then that should hopefully prevent their staff from being overwhelmed. And perhaps as the rapid introduction of features and capabilities ramps down things will return to something approaching what we had back before the chitt/mu double whammy (because things started going downhill when AC started trying to rush and meet CHITT certification which was then superseded by MU).
I really hope they do because while I haven't had the problems others have, I am really afraid of what will happen if I do. I'd hate to start looking to change EMRs just as AC is approaching being a complete EMR/PM system.
