Support

When your implementation is finished and production has started, Click4Care will continue to provide unrivaled client support, including account management, multiple levels of SLA, and our online ticketing portal, TeamDynamix, for automating your service requests.

As part of our Support, we consider the availability and deployment of maintenance releases and major functional releases to our existing customer base to be vital support deliverables. To support software upgrades and updates, Click4Care provides updated product documentation for each release, including detailed release notes for each maintenance release.

Our Account Management team focuses on collaborating with each customer to fully understand business and client strategies. These review sessions are designed to make sure customers are taking advantage of our products and services to meet their business needs.

Click4Care realizes the importance of keeping our customers informed on the status of their account. We take pride in providing detailed updates to all levels of the organization during the implementation phase of a project. After go-live has occurred and the account has been turned over to Support, our Account Management team focuses on collaborating with each customer to fully understand business and client strategies. These review sessions are designed to make sure customers are taking advantage of our products and services to meet their business needs.

Your Support team will track and monitor defects, questions, enhancement requests, training, etc. via our TeamDynamix tracking system (including automated escalation rules); we provide regularly scheduled meetings in which we review these tickets with our customers.

Our organization is structured so that a clinical resource is involved throughout all evaluation activities, and the knowledge gained within that diligence is shared with colleagues who will be accountable for your support after implementation.

For every project, Click4Care recommends a governance structure that involves executive sponsors from your organization and Click4care resources. This ensures that decisions regarding scope changes, budget adjustments, schedule changes etc. are reviewed and authorized in a timely fashion.