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Email: sales@finalsupport.com
 

How does Software Support Work?

Welcome to Final Support Software Support Team. Please note that your maintenance agreement must be current for us to help you with any questions. If your agreement is not current, please click here to send an email to our sales team and request more information.

In order to make your time spent with the Software Support Team more successful, you will need to have performed a complete backup of your Centricity Practice Management and Electronic Medical Records system at least one night prior to your call.

Other important information you need to know before calling the software support team:

  • Know what version of Centricity you are currently running. You can go to Help > About Centricity Practice Solution to find out this information. Making sure that you are using the most current version of Centricity will automatically fix any known issues, including those you may be currently experiencing.
  • Know your way around the computer and be able to identify and use your mouse, keyboard and monitor.
  • Know how to cut, copy and paste.
  • Know how to find your computer’s hard drive (open My Computer or Windows Explorer, then open C: drive).
  • Know if you have access to the Internet.
  • Know how to send E-mail with attachments.
  • Know if you have a network, or stand-alone computers.

Frequently Asked Questions:
Please choose a question to read the answer

How does support work?

When a case is logged our Triage team assigns the case to the appropriate technician and assigns a priority to the case.

Why can’t I always talk to the same person?

Your practice has been assigned to a team of Account Specialist, which will be the primary people to address your issues, but just as in the medical field, one person cannot know everything, so in some instances your case may be reassigned to a different specialist for more advanced assistance.

I just have a quick question, why can’t I get to an Account Specialist right now?

Our Account Specialists spend the majority of their day on the phone. In order to provide the level of service you need and expect we must prioritize our cases. If it is your system that is down you will want and expect your technician to be dedicated to getting your system functional again as quickly as possible with no interruptions. Whenever it is possible we will pass you to a technician immediately.

How do you prioritize cases and how quickly will I receive help?

1 – Down System – Immediate
2 – Down Workstation or Major interruption in workflow – Less than 1 hour
3 – Billing or Financial related issue – Same Day
4 – All other procedural assistance issues – Next Business Day

We work hard to exceed these expectations, but if for some reason your case has not been handled in the time frame shown please call in immediately to notify us of the problem.

I am new to the practice & don’t know the software, why can’t the support team help me?

Your support agreement states that we will provide support services to designated employees who have been fully trained on the complete software. Our Support Team isn’t able to train because it is a time intensive process, we are happy to help enhance existing knowledge for improving the utilization of specific functions of Centricity. Please let your Account Specialist know if you are interested in training, and they will be happy to get you to our outstanding Training Team.

How can I find out when updates are available or important information related to my software?

Final Support communicates important information via email. Please email support@finalsupport.com to insure that your email address is in our database. Emails will be sent from massmail@finalsuport.com so be sure that the emails aren’t filtered out by your spam blocker.
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