Home Forums Discussions General Discussion Kudos to Amazing Charts support!!!

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

Update:

Last night I updated 12 of 13 laptops/desk tops, 1 would not install. At about 9 this morning I left a voicemail at Amazing Charts support, indicating that one computer would not install. I got a call back about 2 PM, this time it was Scott. He is not primarily a tech, he works in another department, but said that they were pressing everybody into service to try to handle the tech issues. Scott was actually very very talented and figured out the problem in about 10 minutes, so now AC is working properly on each workstation.

Overall, after using it this morning, both my physician's assistant and I are rather pleased. The prescription writer speed is much better, the changes with picking pharmacy and having to specify unit measurement are really not difficult at all when you get used to them, in fact the new method of picking pharmacies ultimately will be a time saver.

We have had no crashes so far today.

Overall, I could not be more pleased with Amazing Charts support. Good people, seem to be working very hard to keep everybody up and running.

Thanks!

Gene

Thanks for the positive feedback, Dr Nallin. I am glad to see that they were able to help you out. I will pass along your feedback to their respective managers.

And now hopefully the last update from me on this thread.

Last night when it was very late, Nick said he would have somebody call today to set up Amazing Charts off-site backup. This was set for 3 PM.

At 3:02, Chris T called. He had no problems setting up the off-site backup. I also mentioned that our lab interfaces, Labcorp and Sunrise, did not work this morning. He was able to not only direct them to the new main computer, but found the labs that we did not get this morning and brought those over.

Once again, Amazing Charts support has been phenomenal, I do not see how they could have been any more knowledgeable, helpful, or responsive.

The big thank you!

Gene

Dr Gene,

Its very nice to hear about your experience with support. For the most part, I have had very similar positive experiences, especially as of late.

Also quite impressive that you personally upgraded all of your computers.