Not sure that is what I read on Chris' document.
1. If this is just an upgrade, i.e. installation to the same computer where your last version was, you can do it yourself from your client portal. All the information you need is there. If you need MINOR assistance or help, support will help you at no costs.
2. If you are installing to a new server, and it needs to be credentialed or you need help, AC support will remote to your computer and help with or do the installation at no charge.
3. If you attempt to install the program as an upgrade or to a new system (if this is possible -- sounds like they are moving toward it), and you run into trouble, AC support with help you at no charge.
4. If you simply need to upgrade and you schedule AC to do it for you, they will do so, but they will charge you to do the install either for the server, the server plus five clients, after which there is a charge per client.
One cannot expect a company to remote into all of its users' networks and install their upgraded applications.
Yes, everyone will be on the new system if they wish to use ePrescribe. In a lot of ways this will be good as everyone will be on v10 or 10.1 with SQL Server 2012. This will make it much easier for tech support to provide support to versions beginning from square one. As it is, they are supporting many versions of AC.
