Welcome to MediNotes Technical Support. 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 for more information
about how to become current on your maintenance agreement.
In order to make your time spent with Technical Support more successful, you will need to have performed a complete
backup of your MediNotes e system at least one night prior to your call. We will also need you to know how
to restore your backed-up files if needed.
Other important information you need to know before calling Technical Support:
Know what version of MediNotes e you are currently running. You can go to Help > About MediNotes e to
find out this information. Making sure that you are using the most current version of MediNotes e 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.
Clients Not Current On Maintenance
MediNotes offers hourly technical support to clients without a current MediNotes (EMR) maintenance agreement. Hourly technical
support assistance is $200 per hour with a two hour minimum per incident. Service extending past the initial two hours will be
billed at the rate of $200 per hour and will accrue in 15 minute ($50) increments. The initial two hour minimum must be paid
prior to any service being performed. Service time beyond the initial two hours will be billed after services have been
rendered.
In order to qualify for hourly technical support, clients must currently be running MediNotes e or MediNotes Charting Plus
version 4.1.77 or later. Situations involving a version of Charting Plus prior to version 4.1.77 will be evaluated to identify
options for technical support and will be handled on an individual basis.
Newer versions of MediNotes e may contain enhancements which address issues in prior versions of software; as a result, some
issues may require upgrading to resolve. Staying current on maintenance and running the latest version of software is the best
method for minimizing software related problems.
Additional Technical Support Services
Technical Support is available outside of our normal operating hours (7:00 am to 7:00 pm CST) by appointment. Appointments
must be made prior to 3:00 pm the day before to the appointment is to take place. The cost for After-Hours Support is $75 per
hour with a minimum of two hours. Support extending past the initial two hours will be billed at the rate of $75 per hour and
will accrue in 20 minute ($25) increments. The initial two hour minimum must be paid before any support will be provided. Support
beyond the initial two hours will be billed after support has been provided. To schedule an appointment for After-Hours Support,
please contact your Practice Success Manager or our Technical Support department.
Migrating document management software from one server to another is a delicate task. Our Technical Support department is
available to assist with additional server installations and server migrations of our V-Chart and eScan products. The cost to
setup either V-Chart or eScan on a server is $500. This includes installation of the document management software and database
software on the server and configuration of the client installations as needed to communicate with the new server installation.
If the installation involves migrating an existing database and patient data from a previous V-Chart or eScan installation then
there will be an additional $250 fee.
