"As a provider, I felt comfortable switching from our former EHR to Amazing Charts. They were very responsive to any issues we had during our transition.”

- Vishal Datta, MD, Endocrinology

 

How to Reach Us Immediately

Subscribers to Guardian Angel Support have access to expert technicians weekdays from 8 AM to 9 PM EST (5 AM to 6 PM PST), and after hours (for emergencies mostly*).

Guardian Support representatives are experts in Product Support or Technical Support.

The Product Support team specializes in teaching users how to operate Amazing Charts. Not sure how to write an order? Wondering how to renew a medication? Need help with Meaningful Use? Ask for Product Support.

Technical Support specializes in setup, installation and the functionality of Amazing Charts. If you need help getting started with Amazing Charts, or if a function of Amazing Charts is not working properly, ask for Technical Support.

Contact the Guardian Angel Support Team in any of the following ways:

  • Live Chat: Connect with Guardian Angel Support by clicking “Start Session” below. This is the easiest and fastest way to access our Product and Technical Support experts, and it allows us to quickly log into your system if we need to. Live Chat is available Monday to Friday, 8 AM to 9 PM Eastern Standard Time (EST).
  • Telephone: (866) 382-5932- Press 1 for Technical Support. Press 2 for Product Support. Phone support is available Monday to Friday, 8 AM to 9 PM EST.
  • Email: You can send an email to techsupport@amazingcharts.com at anytime. Guardian Angel Support Technicians respond throughout the day (and frequently evenings too).

*Emergencies: After-hours emergency service is included with our Guardian Angel Support service - emergencies are defined as an inability to access your data.

How Our Guardian Angel Support Works

When you report an issue, our Guardian Angel Support team will gather some information about your practice and set up. This information will ensure we understand the issue and have all the data required to diagnosis and resolve the issue - in as short a period of time as possible, and with as little hassle to you as possible. Some of the information we'll be asking includes:

  • Your contact information
  • The version of Amazing Charts you are using - we can help you find this info.
  • The specific problem you are experiencing
  • Your computer hardware (e.g., processor) - we can help you find this
  • Operating System (OS) - we can help you with this
  • How many computers are affected
  • The way your computer network is set up, including which computers are wired and which are connected wirelessly.

The details associated with each problem reported to us are logged into our ticketing system, which serves four purposes:

  • It saves you time; you don’t have to repeat detailed information if the Guardian Angel Support technician needs to escalate the issue to a higher technician tier.
  • It allows you to follow up on the progress of the issue (if your issue happens to be one of the tiny minority that aren't solved during the first call).
  • It maintains a comprehensive history to help identify larger issues and patterns which might explain them.
  • It allows us to create a deeper and richer knowledge base so we can serve clients even faster in the future.

While the vast majority of issues are resolved within the first call (and this is our goal), some more complex issues may take several hours to several days, and require the input of people. When there is a backlog of issues to resolve, we triage issues based on the following:

Non-Urgent

Client requires information/education

Urgent

Client is experiencing noticeable problems but can still perform most tasks in Amazing Charts

Critical

Client is experiencing noticeable problems in Amazing Charts that impact business operations

After Hours

The Amazing Charts Help Desk is staffed weekdays from 8 AM to 9 PM EST with the following exceptions:

  • New Year's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas

After hours and during holidays, we continuously monitor chats and telephone messages for help requests of an urgent nature (i.e., you can't get the program running and have patients waiting to be seen). Please leave details of your emergency.

Emergencies: After normal business hours, the Guardian Angel Support staff continues to monitor chat requests and phone messages and respond to emergency situations. Please be sure to leave the details of your emergency to ensure it isn't triaged to the next business day.

Non-Emergency Issues: The Amazing Charts Guardian Angel Support team would be happy to assist you install, upgrade, and provide other guidance after normal hours as your schedule requires. For these non-emergent requests, please arrange an appointment or email us at support@amazingcharts.com.

 

Give Us Remote Control of Your Desktop

In order to solve problems in the fastest and most efficient way possible, clients can invite our expert technicians to remotely access their computers. Here's how:

1. Use the Chat function above (or call) to get a special code

2. Click the Remote Control button below and enter the code; then sit back and watch our technicians go to work on your issue.