— Gustavo Melamedoff, MD, Elmhurst NY
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:
*Emergencies: After-hours emergency service is included with our Guardian Angel Support service - emergencies are defined as an inability to access your data.
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:
The details associated with each problem reported to us are logged into our ticketing system, which serves four purposes:
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:
Client requires information/education
Client is experiencing noticeable problems but can still perform most tasks in Amazing Charts
Client is experiencing noticeable problems in Amazing Charts that impact business operations
The Amazing Charts Help Desk is staffed weekdays from 8 AM to 9 PM EST with the following exceptions:
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 firstname.lastname@example.org.
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.