OpenEMR Services

Monthly Support Packages

ZH Healthcare offers three support package options. These packages allow you to balance the need for ease and responsiveness against monthly support costs. The primary differences in the packages are the response times and the availability of one-to-one troubleshooting and consultative services. For those customers that are time sensitive we offer a top of the line Concierge Support level, which would provide a very fast response time of one hour and direct access to a ZH Healthcare support resource.

Basics

BlueEHS Support Levels and Benefit Essential Preferred Concierge
Included Support Requests (Incidents)

unlimited

unlimited

unlimited

Named Contacts

1

1

3

Supported Software

Resolution for ZH -owned issues
BlueEHS
ZH Advanced Billing Module
ZH eRx
ZH Lab Exchange
Clearing house Integration
Network/Hardware/Perpherals issues

Problem Resolution Support

Included Cases (Incidents)

unlimited

unlimited

unlimited

Local business hours
Initial Response Time

48 Hours

12 Hours

1 Hour

Web Case Management
Email Support
One-on-one online support
One-on-one phone support
Remote Troubleshooting
Direct access to Technical Account Manager

Consultative Support

Best practice guidance
Go-Live Assistance
Scheduled Upgrade Assistance
Configuration Review
Usage Review

Self Help Support

Account Portal
Access to online videos
Access to community forums
Knowledge Base
User Forums

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