SpringCharts Technical Support Policies and Procedures

Spring Medical Systems products are licensed and warranted according to the terms of each products’ End User License Agreement (EULA). Spring Medical Systems is not responsible for troubleshooting or repairing computer or networking hardware or any software not supplied by Spring Medical Systems.

In order to provide quality customer support, Spring Medical Systems requires that prior to seeking support for the SpringCharts system, the customer must have a functioning Local Area Network, if running SpringCharts in a multi-PC environment. Ideally, the customer will also have installed a high-speed Internet connection accessible to the internal network.

Spring Medical currently offers support for SpringCharts Version 9 and higher and SpringCharts Essentials II and higher.

There are a number of resources available for your SpringCharts product. Following the simple procedures below will ensure that you get the best possible support from your Spring Medical Team.

1. Many answers to common questions can be found on our website, www.SpringMedical.com,under the Learn button. Also the user guide that comes with your software is an excellent resource (click on Help).

2. Send us an email at Support@SpringMedical.com. We will get back to you within 2 business days (annual subscription customers will be contacted in 4 hours). Please be sure to include your name, telephone number(s), email address, and a complete problem description.
   

3. Give us a call at (281) 537-1377 and ask for Support. Our support hours are 9:00 am to 5:00 pm Central Time, Monday – Friday. If we are unavailable, please leave your name, telephone number, email address, a brief problem description and the best times to phone you, and we will return your call within 2 business days (annual subscription customers will be called back within 4 hours).

4. Support will be provided via telephone, email and various other tools, which provide Spring Medical Systems remote access to customer systems via the Internet.

Support is offered via annual subscription or on a “per hour ” basis. The per hour fee is currently $95. After hours support is available for an additional charge.

Note: Support will be supplied via email and/or phone as described above.