Support Policy

Subject to change without notice.
Last revised: 15 January 2013


As part of your Medical Office Online setup fee you receive eight hours of incident-based support to resolve configuration issues, product usage, training, and troubleshooting.

Support Procedures

Step 1 - Check the Knowledgebase or FAQ
Medical Office Online, Inc. offers a list of the most Frequently Asked Questions (FAQs) and other useful information in its Knowledgebase system. The Knowledgebase is available from inside your system. Please check to see if your support question or issue has been posted to this list, as it is updated frequently.

Step 2 - Use the Support System
Using the Support System that is available from within your system you can submit a support ticket to our customer service or technical support departments.

Step 3 - Contact Technical Support
Users may contact the support department via the Support Contact Page. Upon receipt of any support request, a Medical Office Online support technician will identify the nature of the reported problem and suggest a proper course of action. (This may include a referral to the product documentation or to an article in the Knowledgbase.)

There are five areas of potential problems:

  1. The Internet
  2. Your Internet Service Provider (ISP)
  3. Your modem, router, hub or network
  4. Your computer, its operating system or your web browser
  5. Medical Offices Online software

If the problem is identified as being 1, 2, 3, or 4, Support will refer the customer to the appropriate source for a solution.

Medical Office Online software problems will be given our highest priority. Our technician will give attention to the issue until the customer acknowledges that it has been fully resolved.

If it is determined that the user is attempting to use the software in an improper environment, then the user will be referred to, or given information about, environment requirements and/or advised to contact the party responsible for their operating environment for support.

If it is determined that the user is attempting to use the software to do something it is not designed to do, then the user will be referred to, or given information about, the software's proper use.

Customers needing help with feature usage questions will be directed to our customer support for further educational instruction.

Customer Support

Medical Office Online subscribers who need additional training will be referred to TPM Consulting or the subscriber's Medical Office Online Vendor Partner for rates on per hour charges.

Custom Programming

Medical Office Online subscribers who need custom software coding will be referred to TPM Consulting or the subscribers Medical Office Online Vendor Partner for rates on per hour charges.