Support and Services Frequently Asked Questions
Services Frequently Asked Questions
Q:Why are Professional Services not required for Acesis implementations?
A:The Acesis product is designed for ease of use and for efficient configuration to satisfy customer requirements. Some of the product features that contribute to eliminating the need for Professional Services assistance are:
- Availability of standard published forms that can be used as-is or modified using the Acesis Authoring Tool
- Configurable workflow through role-based permissions and security
- Use of straightforward screens, buttons, tabs and data capture fields
- SaaS solution delivery
- Built-in terminology
Q:Do Acesis Services entail large amounts of travel expenses?
A:Acesis prefers to minimize travel to customer sites. Although some nominal travel may be desirable for kickoff meetings and for some other interactions between the customer and Acesis Services personnel, the great bulk of Acesis Services can be delivered remotely using the Internet. The quality of today’s Internet conferencing makes travel to the customer site unnecessary except for special circumstances.
Q:What is the lead time for acquiring Acesis Services?
A:Acesis Services can typically be delivered within one to two weeks of the receipt of the customer purchase order for the Services.
Q:Who do I contact to discuss Acesis Services?
A:Please contact Bill Morton, Acesis’s VP of Services at 650-396-7540 or at bmorton@acesis.com.
Support Frequently Asked Questions
Q:What do I have to do on my end to be set up to use Acesis’s Customer Support services?
A:Your customer organization is set up to have a mutually agreeable number of persons who serve as contact points for reporting issues to Acesis Support. Setting up the contact points between Acesis and the customer is one of the first things that is done when a customer signs up to use the Acesis Service. The setting up of the contact points is handled through an exchange of emails between the customer and Acesis Support. If you are not one of the designated customer contacts, and you encounter an emergency situation, please contact Acesis as noted in the answers below.
Q:What is the best way to contact Acesis Support?
A:Please contact Acesis Support at 650-396-7540 or at support@acesis.com.
Q:What do I do if I try to contact Acesis Support, and I cannot get through?
A:If the support call is not an emergency please either leave a voice message or send an email to support@acesis.com. If the support call is an emergency, please leave a voice message and also send an email. The primary Acesis contact within your company will also have the Acesis Support cellular phone numbers for use in emergency situations.
Q:How does Acesis keep track of my issues?
A:Acesis Support logs all customer issues in a tracking database. Issues are tracked by Customer, Customer Contact, Priority and Date Received.
Training Frequently Asked Questions
Q:What are the pros and cons of Internet-based training and onsite training?
A:The primary benefits of each option are summarized below.
Primary benefits of Internet-based training:
- Internet-based training eliminates the time and costs associated with travel to the site of the training session. Students can attend the sessions without leaving their own offices, and the customer does not have to pay for travel costs incurred by customer personnel and by the Acesis instructor.
- Eliminates the logistics of booking and setting up a room for the training session, arranging meals for the attendees, etc.
Primary benefits of onsite training:
- Onsite training provides a slightly better forum for dialog between the instructor and students during the delivery of the course.
- Onsite training provides a slightly better forum for interaction between the instructor and students for answering questions during breaks and after the conclusion of the class.
All things considered, given the quality of today’s Internet conferencing, Acesis recommends Internet-based training for most courses.
Q:What is the lead time for acquiring Acesis Training Services?
A:Acesis training courses can typically be delivered within one to two weeks of the receipt of the customer purchase order for the training courses.
Q:Who do I contact to discuss Acesis Training Services?
A:contact Bill Morton, Acesis’s VP of Services at 650-396-7540 or at bmorton@acesis.com.
Q:What do I need in order to participate in an Acesis Internet-based training session?
A:Contact Acesis and provide your contact information and whether you require a training session that is set up solely for persons within your organization or whether you can participate in a training session that may also be attended by persons from other organizations. A purchase order must be received by Acesis prior to the training session.
Q:What can I do if I need just an hour or two of training services, rather than the half-day or full-day standard training sessions?
A:Contact Acesis and provide your requirements. This is a common request, and Acesis is set up to deliver small amounts of training services to new users or to experienced users who desire specialized training. The training is delivered on a time-and-materials cost basis. Special trainings can usually be set up within a week or two of the request.
"Acesis makes it possible for our physicians to thoroughly and efficiently examine individual medical cases thereby turning data into actionable knowledge --- providing us with an effective mechanism to improve and streamline our quality processes and better understand individual and systemic issues that impact quality of care."