Home Forums Discussions Problems AC (Lack Of) Support

Anyone else having lack of support from AC? See below:
Amazing Charts,

We had a Trouble Shooting Appointment scheduled this morning at 7am AKST of which Amazing Charts failed to attend. We finally received a phone call from AC Tech Support saying that they were ready for the appointment at 7:50am. Being that they were an hour late we had to cancel and reschedule for tomorrow, September 29th. The appointment is scheduled for 7am but I would like it to be moved to 6am AKST as the writing on the wall tells me it will take more than just the 30min to an hour that we are being promised. My IT Dept has left 2 messages today to verify that the 6am time would work with no response. I also left a voice mail message at 10:30 this morning with no response.

This is the second time that Amazing Charts has failed to be ready for a scheduled appointment. The first being the version update to 8.2.5 appointment on August 27th at 4am AKST. We scheduled it at 4am as Amazing Charts is no longer willing to do off hour appointments. We tried to accommodate the new requirements only to find that we had completely wasted our time and effort, not to mention all of the cost associated with that time and effort, preparing for the version update with back-ups, etc. We finally got the version update appointment rescheduled to September 8th and we have had nothing but issues since. Just today everyone has been getting multiple run time errors etc. in Amazing Charts as seen below in screen shot captures.

The amount of frustration caused to myself, all of my staff and the providers that use Amazing Charts due to your decline in support, lack of response, limited hours and inefficiency to be available for your own scheduled appointments is absolutely unacceptable.

The promise of another version update that will ?fix all of our problems? is getting redundant at this point.

I expect that tech support will be available for the Trouble Shooting Appointment at 6am AKST tomorrow as a start. I then expect that someone will be contacting me with a game plan as to how Amazing Charts is going to improve on the lack of support and program management.










Thank you,

Jamie C.
Jamie Casassa, CPC
Practice Manager
Hillside Family Medicine
9220 Lake Otis Pkwy, Suite 9
Anchorage, Alaska 99507
(907) 344-0200

Jamie,

How many concurrent users?

I am assuming 32bit SQL Express 2012 - the default install?

Hello Jamie,

My name is Russell. I am a Team Lead here at Amazing Charts. I apologize for the frustration you have had with appointments. I'll research this issue and do what is necessary to ensure this does not reoccur.

We have received your email, and the request to move your appointment to 6:00am AKST. (10:00am EST) Rest assured that we will call precisely at that time. If we are not able to reach you, we will continue to try until we get through.

Thank you, and we look forward to speaking with you shortly.

Thank you,
Russell Costa| Client Services Team Lead|Amazing Charts, LLC ? a division of Pri-Med
650 Ten Rod Road | Suite 12 | North Kingstown, RI 02852
(PH): 866.382.5932

Jamie: Russell is good...hang in there....

Good News - the support happened this am on schedule. AC is running smooth now, no run time errors thus far. Thanks Russell and Co

Indy -

We run about 20 concurrent users
The full version of SQL 2012
64 bit

We're using a new 2015
Cisco UCS/Nimble/VDI VMWare Horizon View - Love it

John

Excellent News!

Curious - with 20 concurrent users, how much RAM is SQL consuming? I'm going to guess 8Gigs+

I agree that Russell is good. We have been tied into him for a while.

Hi Indy,

The boys say that AC and SQL are running together with 12G Ram