Support Policies
Clear support. Straightforward pricing.
Physicians’ Software Solutions provides technical support for the products we develop, sell, and support. Our goal is to make it clear when support is billable, what it costs, and what options are available before work begins.
When Is Support Billable?
If a problem is directly caused by an error in software developed by PSS, there is no charge to correct it.
Other technical-support services are generally billable. This can include assistance with:
- Practice management software
- Insurance carrier or payer issues
- System configuration
- Installation and setup
- Data or environment-related problems
- Third-party software
- Troubleshooting that is not caused by a PSS programming error
Whenever possible, we will help identify the nature of the problem before significant billable work is performed.
| Standard Support $200 per hour | PSS technical support is billed only for the actual time used during the support session. At the end of a remote session, your technician can provide the amount of billable time used. |
| Prepaid Support 2 Hours for $300 — Save $100 | Prepaid support can be used across multiple sessions and does not need to be used all at once. It can be used for: – Technical support – Troubleshooting – Software training Prepaid time remains available for 12 months from the date of purchase. |
| Training $200 per hour | Training is billed at the standard support rate and does not qualify for the immediate-payment discount. Customers may use prepaid support for training, reducing the effective rate to $150 per hour. |
| On-Site Support Automobile travel time: $50 per hour | Additional expenses such as lodging or other necessary travel costs may apply. PSS will provide an estimate before services are rendered. |
Software Updates & Upgrades
Minor updates, patches, and service packs for existing PSS software versions are generally available at no additional software charge.
Assistance installing an update is billable at the applicable support rate.
Major version upgrades may require the purchase of a new or upgraded license.
Need Help?
Need technical assistance, training, or help troubleshooting a software issue? PSS can help determine the best support option for your situation.