At some point you may find that you are in need of assistance with the product.  In effort to meet your needs, a number of resources are available to you.

• Product Help Files and Manuals
• Online Support - Knowledge Base
• Telephone Support
• Support Policy
• Local Value-Added Reseller (VAR) Support

Product Help Files and Manual

The product Help Files and Manual contain information about the set up and use of your product.  These resources are useful in understanding functions, processes and features in the program.  The Help Files may be accessed in the program one of two ways.

1. Use the "F1" key on the keyboard while you are in a specific area of the program...or
2. Click on the "Help" menu and select "Table of Contents"

Online Support - Knowledge Base

Our Knowledge Base is a great resource for information on your product.  In your day-to-day use of this product, you may have questions that go beyond the functions of the information contained in you Help Files and Manual.  The Knowledge Base is a collection of instructive articles that have been written in response to questions of users like you.  We encourage you to utilize this tool, it's available 24 hours a day. . .at no cost to you!

Telephone Support

Telephone assistance is available with Medisoft Technical Support Services!  Medisoft Support will address your questions or concerns and assist in troubleshooting problems or issues you may be experiencing.

To talk to a representative, call toll-free 800.334.4006. 

Extra Services

Certain services are not applicable to Medisoft's regular service plans.

• Data File Repair - This service may be necessary if your Medisoft files become damaged through incidents such as a power surge or computer hardware problems.  This service requires a minimum one month support agreement and includes a charge for the diagnostics and repair of data.  All shipping charges are the responsibility of the user.  We highly recommend that a backup of your data is made on a regular basis.  The restoration of a current backup will be the most cost effective solution for data corruption.
• Custom Formatting - Medisoft products include a custom report formatter to allow the program's printed output to be customized.  Medisoft support will answer your questions to help you begin to customize a form.
• Training - Medisoft Support is unable to provide training  over the telephone.  If you would like to learn more about the options available for training on your product, please contact your sales representative or local Value-Added Reseller.

Support Policy

As part of our continuing effort to provide the highest possible level of service to our customers, we have discontinued support of older versions of our products which may not have kept pace with current technology in the market today. We only support the current version released and one release back.  This will allow for a better and more efficient training plan and will result in a support staff that is better able to serve our customers by focusing on a smaller product set.

If you have not done so already, we highly recommend that you upgrade to the current version of the software. The new version will not only have additional features that will provide greater efficiency, it will ensure continued support. Please contact your sales representative or local Value-Added Reseller for software upgrade information.

What Services Does Medisoft Support Provide?

Medisoft Support answers questions and provides assistance related to the operation of Medisoft software in a physician's office or a billing service. Assistance provided includes but is not limited to troubleshooting of an issue and providing a resolution when available.  We are unable to assist with network configuration, computer hardware problems, or training on software or on medical billing. We may recommend that you contact a specialist in computers and networking if the issue warrants the need.  Medisoft will provide software assistance to any customer regardless of where the program was purchased.

When You Call Support

You will need a Technical Support Agreement in place to receive assistance from a representative. Please see our "Support Services Plans" for current prices on our available agreements.  The amount of time you spend on the phone will be reduced if you have the following items available when you call Medisoft Support Services:

• The serial number and registration information for your Medisoft software.  The serial number is located on the Certificate of Authenticity that you would have received with the product.
• Your Medisoft customer number. This is normally located in the upper right corner of the invoice or packing slip that came with your Medisoft program.  If you have purchased your product through a local Value-Added Reseller, you may not have an account with Medisoft. 
• A complete description of your problem or question, including the complete text of any error messages.  Please be prepared to answer questions pertaining to the issue.  Please have the computer on which the software resides available; this will provide us the option to troubleshoot if necessary.
• If you need to purchase a Technical Support Agreement, you have a couple of options:

1.       You can download the Agreement along with the instruction form posted on this website page, fill the Agreement out completely, and fax it back to the number indicated on the form.  

2.       If you do not have the ability to download the information on this site, you can call Medisoft support and have a representative fax the forms to you directly.  You will be required to fill out the Support Agreement completely and fax it back to our office to process your request and send out a confirmation.

Please keep in mind that you will need to have a Technical Support Agreement processed, approved and in place before you can receive any technical support assistance.  Technical Support Agreements are processed within 1 hour during the hours of 6:00 a.m.— 4:00 p.m. MST.  You will receive a confirmation via fax once your Support Agreement has been processed and approved.  Any requests received after these designated hours will be processed and a notification sent the next business day.  For further details, please see the form Technical Support Agreement information.   

Service Hours

Support is available from 8:00 am to 8:00 pm EST Monday - Friday throughout the year.  The exceptions to this availability will be holidays and an occasional all-staff meeting.

Support Plans

Service Plans enable access to our Medisoft Support Services.

If you are interested in having a local vendor provide telephone or onsite support, please contact our Sales department for contact information for a local Value-Added Reseller.

To talk to a Sales Representative, call toll-free 800.333.4747.  Find one for your area with our Inside Sales Territory Map.