Hi everyone,

Amazing Charts support was phenomenal tonight!

I had been having a bad feeling about the version 11 update. Our server is 7 years old, I had looked into replacing it last year, then Covid came along and sort of stood the world upside down. So a server upgrade got back burnered, and I put off the version upgrade as long as possible.

So, this evening I started the upgrade after finishing with patients, and by 6:30 it became clear that there were major problems. 11.1.to seem to install, but the database tuner was not able to run, indicating a problem updating medication database, and to contact AC support.

At 6:30 I called the AC support number, and left a brief message. I was hoping that they would return the call sometime tomorrow morning, and looked forward to not having a functional EMR until they did.

At about 7:45, David G called, friendly and helpful, and worked on things for around an hour. He then directed me to his supervisor, Nick, apparently a level 4 tech. Nick was phenomenal, asked me what time we were starting the next morning, I said 8 AM, he said no problem, you will be up and running by then.

Basically the problem was on our end, corruption of the server virtual machine operating system, and neither the other virtual machine nor base server had enough capacity to host Amazing Charts.

So Nick suggested moving Amazing Charts over to one of the desktops, and I looked forward to a long and difficult night of doing that.

Nick said "No, I will take care of that" and stayed with this for the next 2 hours, approximately 9 PM to 11 PM. He made sure that Amazing Charts was installed, the databases restored and working, and that all was well on the new "server".

I cannot emphasize how impressed I am with his attitude and willingness to help. His only goal was to make sure we were up and running by morning.

In talking to him, I really believe Amazing Charts is committed to supporting its users. He said they are hiring more techs, and want to be more available.

And all of the above happened with nothing having been prescheduled. I planned on doing it all myself, ran into a problem, and got 3 hours of support, from 8 until 11 PM.

Then all but one of the desktops/laptops upgraded easily, so we should be up and running for the morning.

Again, thank you, thank you, thank you to Amazing Charts support and particularly to Nick.

Gene

Gene Nallin MD solo family practice with one PA Cumberland, Md