ADL is committed to providing quality service and support. Our Support Hotline is available
9:00 am to 6:00 pm EST, offering timely access to our professional support staff
for problem and question resolution.
Two levels of Enhanced Support are available:
Gold and Platinum Service, available at additional charge.
With ADL Gold Service, clients purchase priority access to Support Staff.
Our Platinum Service provides unlimited and direct access to an assigned Software
Support Specialist. Contact us for further information.
Support Procedure
Questions and problems receive a log number and are entered into
our Call Tracking Hotline system. With the help of the client, problems
are placed in Low, Medium, and High Urgency categories, and immediate
priority is given to emergency calls regarding billing and payroll issues,
MDS submission problems, and system failure.
Once the problem is entered,
it instantly appears on the support staffs' screens, and remains there until
resolved. Issues are never lost, and a full history is always available.
Downloads
ADL Support staff often resolve programming and system issues directly
over the phone line or Internet connection. Upgrades, programming
changes, and "fixes" are applied by the client from an update tape or CD,
or from programs posted to the ADL Download Server, where they can be downloaded
by clients at any time, day or night.
Remote Diagnostics
Skilled Software Support Specialists can access your system directly via modem,
Telnet, or Internet to view, diagnose, and correct problems online. Several
Virtual Private Networks are supported to provide remote assistance to the users.
Programming Contracts
By allowing clients to purchase programming services for a defined period
of time at a fixed rate, ADL's Custom Programming saves facilities the
expense of maintaining a full-time programming staff. Month in, month out,
you are assured that your special programming needs are addressed.
Custom Programming
ADL programmers are knowledgeable in our programs and databases, and can
quickly modify or create new applications to suit your needs. Specific changes
that require immediate attention are evaluated, and price quotes to modify the
programs are provided. Contracts are prepared for custom programming, and an
ADL programmer is assigned. Applications and modifications created under this
program are supported directly by ADL Programming and Support staff.
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