I received an e-mail today stating that at the beginning of the year I will have to start paying an annual fee for maintenance of interfaces. One of the reasons I chose Amazing Charts was the fact that interfaces were a one time fee. One of the reasons they give is that interface issues are generate the second largest amount of support calls. If that is truly the case, then maybe Amazing Charts should chart a support incident fee for such help, and not charge those of us who have NEVER called for support of an interface.
This has such a feel of bait and switch. I bought interfaces for a one-time fee, that was the contractual understanding. Hopefully some of that money will go to working on all the bugs and speed issues that still exist in the EMR.
Here is the text of the e-mail I received. Of course, when I call client services, no one answers.
Notice of Policy Update:
New Annual Interface Maintenance Fee
Interface Maintenance fee will fund ongoing development and support
Hello,
We are writing to notify you of an important policy change.
In order to continue providing you with the highest quality products and services, an annual Interface Maintenance Fee will be required for Amazing Charts EHR interfaces to most third-party products and services.
This new policy goes into effect January 1, 2016.
Why a new fee?
For many years, Amazing Charts was the only major EHR vendor that did not charge an annual maintenance fee for interfaces. This business model, however, was unsustainable over the long term.
HL7, X-Link, and other interfaces need to be updated and kept compliant with ever-changing technology and regulatory requirements. This means hiring development resources like software engineers and QA testers.
Additionally, issues with interfaces are the #2 reason for calls to Technical Support. This fee will allow us to help you when you need help most, so you can quickly get back to seeing patients.
How it works
The new fee applies to all interfaces, with the exception of Updox, Phreesia, and all of your State Immunization Registries, which will continue to be supported at no additional cost.
The annual maintenance fee will be calculated as follows:
Interfaces
First and second interfaces are $150 each
Third interface and each additional are $50
Medical Device Interfaces
$50 per device interface
The Interface Maintenance Fee will be billed annually on the anniversary date of your interface activation. For example, if your lab interface was activated on August 1, 2010, your Interface Maintenance Fee will be billed annually on August 1.
The Interface Maintenance Fee will be charged automatically to your credit card on file.
If you purchased an interface in the past and no longer use it, just let us know and we can turn it off. No one will be charged a fee for an interface they don't want or use.
Questions? Want to learn more?
We've created an online document to answer Frequently Asked Questions. You can also call Client Services at (866) 382-5932 or write to support@amazingcharts.com.
