Support Plans vs. Professional Services / Optional Services

Understanding the differences between Support Plans and Professional Services / Optional Services is important for your business.

Support Plans

Support plans are what helps with keeping your applications running smoothly. They include:

  • Relationship Management: An account manager to help with your support needs.
  • 24/7 Technical Support: Support is always available to fix issues.
  • Self-Service Tools: Tools that allow you to find solutions at your own pace, access to an on-line knowledge base.
  • Taylored Consultative support with our Premium and Enterprise Support plans
  • Support for your organization’s security and risk governance processes with Enterprise Support plan.

We offer support for different levels of plans including:

  1. Standard Support: Basic support for everyday technical problems. Ideal for businesses needing essential support services. This plan provides a solid foundation of technical assistance and business support to ensure smooth and efficient operations.
  2. Premium Support: Designed for businesses with more complex applications. This plan includes advanced technical support, faster response times, and additional consultation services to meet expanded needs and challenges.
  3. Enterprise Support: Tailored for enterprises with complex and mission-critical applications. This plan offers priority incident response, dedicated account management, and in-depth security incident management to support critical enterprise integrated solutions with precision and expertise.

These plans are often called “break-fix” support, meaning they fix issues as they come up. Premium and Enterprise Support plans also offer some on-on-one advice and planning.

Professional Services / Optional Services

  • Professional Services and Optional Services help you request changes to your payment applications. Unlike Support Plans, which focus on daily troubleshooting and problem-solving, Professional Services help you request help with more complex and/or long-range goals, including:
  • Making Changes: Adding new features or changing existing ones to better meet your needs.
  • Business Workflow Implementation: Creating and setting up new business processes.
  • Customizations: Adding special features to your application.
  • Consultations: Expert advice beyond what is included in your support plan.

Common uses for Professional Services include:

  • Content Changes: Updating the content in your application.
  • Workflow Modifications: Changing existing processes to improve efficiency.
  • Migrations: Moving applications or data to a new environment.
  • Adjustments: Making changes to ensure the application meets your needs.

In short, while Support Plans offer regular, day-to-day support, Professional Services and Optional Services allow you to enhance and improve your payment applications. Understanding these differences will help you choose the most appropriate option for your business needs.

This report provides a critical exploration of patient payment behaviors, specifically focusing on IVR Payments (payments by phone) and the impact of Automated Payment Reminders. It is tailored to equip executives with the data-driven insights necessary for refining revenue lifecycle management strategies in healthcare settings.

 

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What our clients are saying about us

“The customer service on this team is remarkable – just excellent – always so supportive, responsive, patient, and solution driven.”

Ruquaiyeh Siddiqi, Business Process Consultant - Financial Accounting Services, Trillium Health Partners

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions
“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”
IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance