What is After Hours/On Call Support?
by Diane Bridges, Director of Support
It’s support available 24/7! PCS understands clients may require assistance other than during normal business hours and therefore provide continuous After Hours/On Call support. When calling After Hours/On Call support, an agent will answer your call. If all agents are currently working with other clients, you may leave a message and can expect to receive a return call within 30 minutes.
If your items are not urgent and can wait until the next business day, you may prefer to open a reference by calling (626) 449-1705, select option 3 (support), enter your Client ID, then select 1 (new issue), or email your request to support@primeclinical.com. A support agent will return your call as soon as possible the next business day. Please do NOT send an email request for After Hours/On Call support as those are reviewed only during normal business hours.
On Call support is available to all PCS clients; a special contract is not required. When services are billable, charges for On Call support will be invoiced. To know whether or not a call will be billed, please refer to the following:
If you have a current support contract:
If you are calling during normal business hours of 8:30 to 5:30, your local time, Monday through Friday and excluding holidays, there is no charge provided your office has a current support contract with PCS.
If you have a support contract and call outside of normal business hours:
Your office will be billed at our current rate of $160.00 per hour and, when applicable, a $40.00 connection fee will be applied. The minimum billed for any call is $48.00.
If you have a support contract and call on a holiday; i.e., Christmas:
All calls placed on a holiday will be billed at our current rate of $160.00 per hour and, when applicable, a $40.00 connection fee will be applied. The minimum billed for any call is $48.00.
If you do NOT have a current support contract:
Your office will be billed at our current rate of $160.00 per hour and, when applicable, a $40.00 connection fee will be applied. The minimum billed for any call is $48.00.