Maintenance Plans

A&T Systems EMR Maintenance Plans (effective February 2012)

Bronze Plan

After Go-Live A&T Systems will be on standby and serve as a single point of contact and provide a “Break Fix Service”. This service includes all IT related issues with Internet connectivity, hardware (networking devices, computers and peripherals), applications, operating system, enhancements to your network and new installations. This service will be provided by A&T Systems 24x7x365 Network Operations Center (NOC) in Silver Spring, MD (Toll-Free Number 1-866-611-1570). In case of issues with any hardware, A&T Systems will use your existing hardware maintenance contract with the vendor of that device, and provide coordination and work within the parameters of your hardware maintenance contract of the failed device. The “Break Fix Service” will be provided as a “Service Call Support” upon request from the POC at the clinic and will be invoiced at the hourly rate of $149/hour Desktops and $149/hour Servers and Network Components. Travel time and costs will be billed as utilized.  Bronze Plan requires Credit Card on file for billing upon task completion.

Silver Plan

After Go-Live A&T Systems will be on standby and serve as a single point of contact and provide a “Break Fix Service”. This service includes all IT related issues with Internet connectivity, hardware (networking devices, computers and peripherals), applications, operating system, enhancements to your network and new installations. This service will be provided by A&T Systems 24x7x365 Network Operations Center (NOC) in Silver Spring, MD (Toll-Free Number 1-866-611-1570). In case of issues with any hardware, A&T Systems will use your existing hardware maintenance contract with the vendor of that device, and provide coordination and work within the parameters of your hardware maintenance contract of the failed device. The “Break Fix Service” will be provided as a “Service Call Support” upon request from the POC at the clinic and will be invoiced at the discounted hourly rate of $79/hour Desktops and $129/hour Servers and Network Components.

The plan also includes 24x7x365 automatic “Internet/eCW Connection Monitoring Service” of your router/firewall and your Internet connection to ensure continuous connectivity of your clinic with eCW datacenter by automatically managing the dual internet connections at your clinic from A&T’s Network Operations Center. In case of service failure of primary ISP (Internet Service Provider) A&T Systems will ensure that the internet service successfully & automatically fails over to the surviving ISP connection (provided if the clinic has a redundant/standby ISP) so that your Practice is always connected to the eCW datacenter and you are able to see patients and conduct business. In case of any issues identified, it will be reported to the POC at the clinic within A&T Systems pre-defined SLA commitments. If an A&T Systems Engineer is engaged to correct a problem with your Internet connection either remotely or onsite then this will be handled as a “Service Call Support” and will be invoiced at the discounted hourly rate of $79/hour Desktops and $129/hour Servers and Network Components.

Upon request from POC at the clinic A&T Systems can provide “Proactive Maintenance Service”. This service includes regular and proactive maintenance of your desktops, servers and networking devices to check the health, performance, and/or security issues as well as checking and applying any necessary service patches and updates for applications, operating system, firmware, and anti-viruses. The “Proactive Maintenance Service” also includes management of your hardware and 3rd party maintenance and support contracts. The “Proactive Maintenance Service” is only provided upon request from the POC at the clinic and will be handled as a “Service Call Support” and will be invoiced at the discounted hourly rate of $79/hour Desktops and $129/hour Servers and Network Components.

Gold Plan

After Go-Live A&T Systems will be on standby and serve as a single point of contact and provide a “Break Fix Service”. This service includes all IT related issues with Internet connectivity, hardware (networking devices, computers and peripherals), applications, operating system, enhancements to your network and new installations. This service will be provided by A&T Systems 24x7x365 Network Operations Center (NOC) in Silver Spring, MD (Toll-Free Number 1-866-611-1570). In case of issues with any hardware, A&T Systems will use your existing hardware maintenance contract with the vendor of that device, and provide coordination and work within the parameters of your hardware maintenance contract of the failed device. The “Break Fix Service” will be provided as a “Service Call Support” upon request from the POC at the clinic and will be invoiced at the discounted hourly rate of $50/hour Desktops and $50/hour Servers and Network Components.

The plan also includes 24x7x365 automatic “Internet/eCW Connection Monitoring Service” of your router/firewall and your Internet connection to ensure continuous connectivity of your clinic with eCW datacenter by automatically managing the dual internet connections at your clinic from A&T’s Network Operations Center. In case of service failure of primary ISP (Internet Service Provider) A&T Systems will ensure that the internet service successfully & automatically fails over to the surviving ISP connection (provided if the clinic has a redundant/standby ISP) so that your Practice is always connected to the eCW datacenter and you are able to see patients and conduct business. In case of any issues identified, it will be reported to the POC at the clinic within A&T Systems pre-defined SLA commitments. If an A&T Systems Engineer is engaged to correct a problem with your Internet connection either remotely or onsite then this will be handled as a “Service Call Support” and will be invoiced at the discounted hourly rate of $50/hour Desktops and $50/hour Servers and Network Components.

Upon request from POC at the clinic A&T Systems can provide “Proactive Maintenance Service”. This service includes regular and proactive maintenance of your desktops, servers and networking devices to check the health, performance, and/or security issues as well as checking and applying any necessary service patches and updates for applications, operating system, firmware, and anti-viruses. The “Proactive Maintenance Service” also includes management of your hardware and 3rd party maintenance and support contracts. The “Proactive Maintenance Service” is only provided upon request from the POC at the clinic and will be handled as a “Service Call Support” and will be invoiced at the discounted hourly rate of $50/hour Desktops and $50/hour Servers and Network Components.