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PCC, Inc. offers an annual Extended
Maintenance Plan (referred to as "Plan" thereafter)
for TimeTrack customers (referred to as "Customer"
thereafter). Please see below the terms of this plan:
- The
Extended Maintenance plan includes unlimited phone Support,
software updates, and software problem resolution pertaining
to PCC, Inc. products and services. Under this plan, PCC,
Inc. is responsible for timely updating the TimeTrack software
and keeping the software in full compliance with CMS regulation
changes, additions, or omissions pertaining to Medicare
Part A Home Health ONLY. Under no circumstances PCC, Inc.
support staff are responsible nor obligated to support any
third party software such as (but not limited to) Windows,
Oasis State submission and/or Medicare communication software.
The support service cover answering questions and any software
problem resolution. Important. The phone support
service doesn't cover extended training on using the software.
Please note that for an additional fee, PCC, Inc. does offer
extended training seminars conducted remotely (phone and
Internet) or in person. These training seminars are highly
recommended to train new or existing employees in your organization
on using PCC, Inc. software.
- The
maintenance fee covers support for one User License on one
computer. Support for additional site licenses will be covered
under a different Extended Maintenance plan. If TimeTrack
is installed on a local area network, we do require appointing
one contact person who will act as a liaison between the
Home Health Agency staff and PCC, Inc. support staff. Not
appointing that contact person may increase support fees.
- Problems
or questions can be reported via e-mail at TimeTrack@aol.com,
or fax a Problem Tracking sheet
to 310-861-1122, or by phone on 888-715-4440 (extension
2) at any time. Questions or problems communicated will
be addressed during PCC, Inc. regular business hours.
Phone technical support will be available during PCC, Inc.
regular business hours from 8am to 5pm (Pacific Standard
Time) on Monday through Friday, except for government observed
holidays
- PCC.,
Inc. will respond within a maximum of one business day from
receiving the technical support communication either by
phone, fax, or e-mail.
- In
case the customer identified a software problem (PCC, Inc.
reserves the right to define what constitutes a software
problem), PCC, Inc. will acknowledge the software problem
either by e-mail, phone or by fax within 24 hours.
- Within
a maximum of 5 working days from the date of acknowledging
the problem, PCC, Inc. will furnish the customer with a
schedule and timing as to when the software problem resolution
will be provided.
- PCC,
Inc. will priorities and schedule the software problem resolution
releases based on the scope and severity of the problem
reported. Scope and severity of problems are determined
by PCC, Inc.
- Software
updates can be downloaded from PCC, Inc. website or through
e-mail.
- PCC,
Inc. will assess an Extended Maintenance reinstatement fee,
in the event customer wishes to reinstate a Maintenance
plan that already expired.
- This
plan doesn't cover alignment of preprinted forms such as
HCFA-1500 or UB-92.
- This
plan covers supporting the billing requirement for one primary
payer. By default PCC, Inc. assumes it is Medicare Part
A Billing requirements. Customer may elect a different primary
payer. Non primary additional payers special billing requirements
can be supported and may be subject to an additional fee
depending on the complexity and amount of PCC, Inc. time
involvement. PCC, Inc. reserves the right to decide when
such additional fees are applicable.
- PCC,
Inc. is responsible for updating and maintaining the online
help file which is considered to be the official users manual
containing the instructions on using TimeTrack.
- PCC,
Inc. is not responsible under this plan for offering any
regulation advice nor any interpretation of rules and laws.
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