Providing Technical Solutions by Tech Experts
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:
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:
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:
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:
The Service Agreement does not cover:
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 major 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 is:
NASIFF ASSOCIATES, INC.
CARDIOCARD SYSTEM TECHNICAL SUPPORT
P.O. BOX 88
BREWERTON, NY 13029
Please feel free to call or write anytime for any special questions and projects. We welcome any suggestions you may have.
Our meeting hours are 9:00 AM - 4:00 PM EST.
If you are contacting us after these hours, please
And we will schedule a time to take care of your needs as quickly as we can.
Thank you for your interest in Nasiff CardioCard® products.
Made in the USA
Helping Doctors save lives since 1989