Premium Services

Monthly Account Management
Customers with Monthly Account Management are assigned an IMPAC Site Manager to provide monthly account oversight. The Site Manager will have extensive experience supporting and maintaining the IMPAC oncology management system and will be responsible for reviewing your account on a monthly basis. The Site Manager will organize a monthly conference call with your designated representative(s) to communicate information about new product upgrades, distribute additional training material, and help resolve any outstanding support tickets. In addition, the Site Manager will ensure that your organization is kept well informed of upcoming training events and will offer assistance in completing documentation required for upgrades.

Test Server Configuration
IMPAC’s global support team can assist you with configuring and maintaining a test server that can be used as a safe environment for validating new products and releases prior to implementation at your facility. Our upgrade specialists will remotely perform upgrades to your test system and assist you in testing interfaces to any or all of your third-party devices. While it is your responsibility to procure all hardware and third-party software (e.g. Microsoft SQL database engine) necessary for the test environment, IMPAC will install and configure the IMPAC test system in addition to the clinical system in use at your center.

On-site Technical Service Visit
IMPAC’s Service Representatives have expertise installing and maintaining the software, hardware, local and wide area networking, and device connectivity that is essential to the operation of your IMPAC oncology management system. Whether you need help with your hardware or network, or you need assistance moving to a paperless or filmless environment, IMPAC Service Representatives have the knowledge and know-how to help you attain your goals. IMPAC will send a qualified support representative to your site for a 3-day technical service visit per year.

24/5 Phone Support
All customers on Standard Support are entitled to phone support during normal business hours (8:00AM to 5:00PM, local time, Monday-Friday). With this Premium Service, you and your entire staff will have access to 24-hour phone support, Monday, 12:00am EST to Friday, 7:00pm EST.

Reporting Service Package
IMPAC oncology management customers who want to take full advantage of the system’s custom reporting capability are encouraged to purchase the Reporting Service Package. IMPAC also recommends that Reporting Service Package for customers transitioning to MOSAIQ who will want assistance porting modified and custom reports.
 

Premium Support Package

Those customers interested in two or more Premium Services should consider purchasing the complete Premium Support Package. This package combines all five Premium Services listed above. IMPAC also offers complimentary training tuition, including four days of in-house training courses and unlimited scheduled WebEx sessions, to customers with the Premium Support Package. This package is also a great service addition to Standard support for customers in their first year of the transition from Multi-ACCESS to MOSAIQ.

Highlights

Upgraded Support
Premium Support Services provide  additional support resources for customers who require customized on-site technical support, enhanced reporting services, expanded phone support, and monthly account oversight.

Mix & Match
Because most Premium Services are available a la carte, customers may select the combination of services that provides the best fit for their cancer center in a given year.

Package Pricing
Customers can leverage economies of scale by purchasing the Premium Support Package, which includes all of the Premium Support Services plus complimentary training tuition.

Next steps

Questions & Sales Inquiries?
To obtain additional information, please complete the Premium Support Contact Form. An IMPAC representative will contact you to follow-up.