Training
Understanding how your HI-IQ system is designed to work, and how you can best utilize its features to make it work for you, are key elements in reducing the need for reactive technical support. Following from this, your HI-IQ Support contract includes:
- HI-IQ WEBINARS
We’ve found that experience is the best teacher, so we periodically schedule HI-IQ Webinars (seminars held via Internet and conference call) led by members of the SIR HI-IQ Product Advisory Group and long-time HI-IQ users. Webinar topics vary from “Strategic Inventory Management” to “Replacing your Whiteboard with HI-IQ’s Room View”. You can attend whichever 6 Webinars interest you. The Webinar schedule is available online and via our periodic “HI-IQ Tips & Techniques” e-newsletter. Each is designed to pin-point one area of the HI-IQ system, helping you to make the most of your investment.
- HI-IQ KNOWLEDGE BASE
We’ve aggregated 12 years worth of HI-IQ tips, tricks, help topics and white papers into a comprehensive, online Knowledge Base that is available 24 hours a day, 7 days a week. All HI-IQ users have access to online Help, which is accessible from within the HI-IQ application by clicking the yellow question mark (?) on any screen, but only users with valid support contracts have access to restricted Knowledge Base topics which include: archived Webinars, technical support and HI-IQ setup and networking, and other great stuff. Visit the Knowledge Base now to see what's in store.
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Preventative System Maintenance
An ounce of prevention is worth a pound of cure, right? With that in mind, we’ve designed our support package to include periodic, pre-scheduled system audits to examine your HI-IQ database and your usage habits to make sure that you’re following our best-practice recommendations, that your database is optimized, that you’re running the most recent version of HI-IQ and that your data is being properly backed-up. We’ll also take time during your HI-IQ audit to re-examine any recent technical support incidents that have been logged for your site to determine if there’s anything we can do to help prevent future incidents.
We’ll work with you when your contract is set up to lay out a schedule that meets your needs and objectives. Check-ups are recommended at least once per quarter or every 500 encounters.
PSM checkups will include:
- Inspection of audit trail & error logs
- Workstation version check
- Societal data version check
- Back-up habits inspection
- Review of your HI-IQ objectives and identification of areas for improvement
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Unlimited Technical Support Incidents
In the event that something does go wrong, our Technical Support Engineers are only a phone call or e-mail away. They are available to you weekdays between the hours of 8:30am and 5:00pm (EST) and your support contract ensures that they'll respond to you within four (4) hours or less. 95% of support incidents are resolved within one hour of being reported, so rest assured that we'll work to resolve your problem quickly and efficiently.
When you report a problem to us, your call is logged in our database along with details of the incident and eventually, details of the resolution. This process allows us to keep a complete history of your account, and to build our constantly growing Knowledge Base. Previous incidents are searchable, allowing our Technical Support Engineers to instantly access resolution details from similar incidents to help us resolve your call more quickly. In those cases were additional assistance is needed, our Technical Support Engineers have access to HI-IQ architects and developers to resolve more complex issues.
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Software Update Assurance
HI-IQ is a constantly evolving application. We work closely with our users and with the SIR HI-IQ Product Advisory Group (SHPAG) to continually improve every aspect of the program. Please keep this in mind as you’re using HI-IQ and let us know if you have ideas on how we can better meet your needs, we’ll always do our best to accommodate.
In order to pass these changes along to HI-IQ sites around the country we have two update processes in place: periodic maintenance release updates, and major releases which are usually indicated by a new version name or a new module. A current Support contract ensures that you will have easy access to both updates, described here:
- An in-force HI-IQ Support contract ensures that you have access to free, periodic maintenance-release updates to the HI-IQ application. These updates include bug fixes, Societal data updates (new CPT's, Service Tree changes, complications, etc.), new reports, and other enhancements to the product based on user requests.
- Major releases (i.e. new modules, new HI-IQ versions) will be offered at a discount
to sites with a current Support contract.
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