PCC, Inc. offers an 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
PCC Extended Maintenance is an Annual 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.
In
no circumstances PCC, Inc. support staff under this Plan
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 services under this Plan 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 Plan 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 result
in increase of support fees.
Problems
or questions can be reported via e-mail to Support@time-track.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 reported 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 (Central Standard Time) on Monday through Friday,
except for government observed holidays
PCC.,
Inc. will respond within 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 one business day.
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
updates 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.
In
the event a customer wishes to reinstate an expired Extended
Maintenance Plan, PCC, Inc. will assess an Extended Maintenance
reinstatement fee.
Under
this Plan, Customer is entitled to one free preprinted form
alignment such as HCFA-1500 or UB-92 per year. Additional
form alignments will be invoiced at the current PCC, Inc.
hourly rate.
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.
