Providing Technical Solutions by Tech Experts

Technical Support/Service

General Information

The Technical Support team intends to assist the USER in solving difficulties which may be encountered while using the CardioCard® System. All installation, training, customer support, and technical support are FREE and UNLIMITED via phone or live online support for the life of your product.

In the event of an Operational or "How To" Question, the following STEPS are suggested:

Reference the User Manual
Fax +1 (315) 676-4711 or email Tech Support
Operational questions: +1 (315) 676-2346
Engineering/involved technical questions: +1 (315) 676-2346

Customer Support Policy

Our customer support mission is to provide professional, timely, complete, and cost-effective telephone support for resolving problems or questions related to the use of Nasiff Associates products.

Obtaining Customer Support

To obtain live support, call any customer support numbers given above. Hours of operation are 9:00 AM to 4:30 PM EST
at our National Service Center, Monday through Friday, except holidays. Our systems department is staffed until 5:00 PM. Telephone numbers are given above; support fax numbers are also given. We can be contacted via email 24 hours a day, seven days a week. We have a dedicated team of “Front Line” technicians that triage all incoming calls. If your call is a simple "application question," our front Line Team is usually able to provide you with an answer. If your question is more complex, they may have to schedule a callback. If you are experiencing an emergency, they will immediately escalate your call to a “Back Line” technician that will take ownership of your call until the problem is resolved.

Generally speaking, calls are returned according to priority and in the order, they are received. We make our best effort to return all calls promptly. Because of the complex and time-consuming nature of some of the calls received, we cannot guarantee a specific turnaround time. Suppose we cannot get to your call immediately. In that case, you will normally receive a call within 4 hours either to support your call or to notify you that we have not had a chance to address the call and the anticipated time frame for resolution.

Non-urgent questions may be sent to Tech Support. Within one business day, responses will be e-mailed back to the sender (unless otherwise specified). We do not check the e-mail inboxes of support technicians in their absence. Therefore, do not send e-mails to individual technicians unless specifically requested.

We prioritize calls based on the urgency of the situation. Unless otherwise informed, we will use the following protocol to determine the urgency of the call:

System is down
Employee cannot perform their work
Month-end closing
Program termination
Insurance claim revision
Questions or training over the phone
Custom form changes

Many times we receive suggestions and requests to make a change to the standard system. To guarantee the integrity of the system, changes to standard programs cannot be made ‘online.’ Also, since changes to standard programs affect all clients, these changes need to be carefully considered. We strongly encourage your suggestions, and we track all requests, by product and client, for inclusion in a future release of the software. We will make our best effort to respond to frequently requested or ‘urgent’ requests as quickly as possible. Revisions to the standard system will be made under the following conditions:

The requested change follows standard system conventions
The requested change will only be made available as part of a standard software upgrade
We reserve the right to make the requesting client(s) a beta site for new releases
The time spent on programming, testing, and documenting new features may be billed to the requesting client at our standard rates
The revision will become available as an option to all clients as part of a future release
As a service to our clients, we can sometimes create customized user reports within the standard system when requested to do so.
These customized reports will be developed in-house and then supplied to a client via modem, email, or diskette. Optionally, a customer may request assistance via telephone in order to customize their own reports; in either event, a report noting an estimated cost and time frame will be generated, and upon receipt of authorization, the task will be assigned to a support representative. Custom-designed reports may be made available to other clients at our discretion.

Should you decide that your organization wishes to design and utilize a custom form or label not supported by our standard forms utilities, our support staff will provide a cost estimate and the estimated time frame for completion of the custom programming in the form of a Programming Request Response (PRR) or Work Order. Upon approval, the work will be assigned to a support representative. Software modifications will customarily be made via diskette or modem, not on-site.

Your Service Agreement covers the following:

Problem resolution and answers to quick ‘how-to’ questions
Modem toll calls and emails
Periodic upgrades/enhancements to the applications software
User documentation updates
Invitations to company-sponsored user meetings
Access to our most recent technical documentation and guidelines for the covered product
Assisting a knowledgeable on-site representative (client-designated) in diagnosing problems with the software (including third-party database management systems integrated with Nasiff Software and approved by Nasiff Associates)
Advice about configuring Nasiff software for maximum performance
Assisting a knowledgeable on-site representative (client-designated) in installing or configuring Nasiff software (including third-party database management systems integrated with Nasiff software and approved by Nasiff Associates) to our latest specifications
Periodic issues of the Nasiff company newsletter

The Service Agreement does not cover:

User training (on-site or extended telephone training)
Custom software
Custom form modifications performed via modem or diskette
Any assistance related to the diagnosis and resolution of problems concerning 3rd party hardware, remote communications, operating systems, and cabling or network software
Problems caused by misuse of the program or lack of adherence to commonsense standards (improper system shutdown, failure to maintain system backups, Etc.)
Online database integrity verification; database repair/restoration
Support for third-party software provided by vendors other than Nasiff
Equipment relocation
Assistance with product updates. Routine updates are to be performed by the client. Nasiff will bill at its standard hourly rate if asked to assist with an update
Operating system upgrades including Microsoft service packs
On-site installation of software updates
Data repair and restoration; online database integrity verification
Tape Verification
On-site assistance

Note: the only on-site service covered under the Service Agreement is Nasiff application updates that Nasiff Technical Services chooses to perform on-site

A significant mission of SERVICE is to promptly assist the customer in solving problems that they may encounter while using the CardioCard®.

At this time, we have established our main TECHNICAL SUPPORT ADDRESS:

NASIFF ASSOCIATES, INC.
CARDIOCARD SYSTEM TECHNICAL SUPPORT
P.O. BOX 88
BREWERTON, NY 13029
Please feel free to call or write anytime with any particular questions or projects. We welcome any suggestions you may have.

To Contact Technical Support:
Please call +1 (315) 676-2346 between 9:00 AM - 4:00 PM EST.

Our meeting hours are 9:00 AM - 4:00 PM EST.
If you are contacting us after these hours, please

Contact Support

We will schedule a time to take care of your needs as quickly as we can.

Thank you for your interest in Nasiff CardioCard® devices.

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