Toll-free Support : +1-866-435-0260
Frequently Asked Questions (FAQ)
Standard Telephone Technical Support FlagShipMD LLC provides Customer with toll-free problem reporting from 8:30 AM EST to 6 PM EST.
The FlagShipMD Technical Support Center is staffed by highly qualified technical support specialists. Our toll free support number is 866-435-0260 The support engineers will provide level one and level two support to assist in diagnosing problems that cannot be resolved by our customer.
After Hours Support (7x24)
The FlagShipMD Support Plan provides 7 x 24 support for Severity One issues that cannot wait until the next business day. A Severity One condition can be defined as the failure or malfunction of the FlagShipMD product that prevents the customer from conducting business in a normal manner. To access FlagShipMD Technical Support after normal business hours an analyst will be paged after a detailed message is left on the main support phone number. Complete descriptions of the severity levels are listed below. support phone number. Complete descriptions of the severity levels are listed below.
Web and Email Support
Additional support can be obtained through the FlagShipMD Support web site at: “http/www.flagshipmd.com/support” or via email. The email address for support for products is support@flagshipmd.com. E-mail will be responded to within 24 hours. The support area of the web site contains “Frequently Asked Questions” (FAQs) for FlagShipMD.
Maintenance Updates
Periodic maintenance releases will include fixes and may include feature updates. Customer will be informed of maintenance updates via email and web posting of Support Bulletins and Technical Advisories.
Problem Severity Definitions
Critical:
Product malfunction or failure significantly impacting production network. FlagShipMD will respond to critical problems within 60 minutes of discovery.
Medium:
Product malfunction or failure impacts business operation. workaround available
FlagShipMD will respond to medium problems within 4 hours of discovery.
Low:
Product malfunction or failure does not significantly impact customer.
FlagShipMD will respond to Low priority problems within 48 hours of discovery.
Feature Request:
An enhancement to FlagShipMD requested by our customer.
FlagShipMD will schedule product updates after consultation with our customers.
Customer Satisfaction Program
Each time an incident is closed. an email survey is sent requesting feedback on the service incident. This survey requests an evaluation of critical elements of service, asks what service elements are most important. and asks what can be done better next time. The survey also provides an opportunity to escalate to management.
Customer Support Obligations
Customer must:
Maintain the Software on a standard platform in normal. unmodified operating conditions as determined by Geyser’s specified revision level.
Provide FlagShipMD support personnel with the caller’s name. company affiliation, telephone number, description of the problem, and any additional information requested by FlagShipMD.
At FlagShipMD LLC, Quality Is Our Priority