Reimburse

[MelissaM2020]

Due to the system being down all day, the doctor wanst reimbursement for today. Please let me know who I need to speak with.

[ortho3400]

The same goes for our office. Orthotrac has had several outages this year add to that the terrible customer service we receive when we call in to customer support with a question or a problem. More times than not my questions/problems go unanswered because nobody ever has a resolution. 

[Anon]

Good day Carly ( @ortho3400 ),

I'm sorry to hear you don't feel you've been getting good service when calling for support.  I reviewed your practice's call history and haven't seen any calls from your practice since June.  If you have any ongoing questions or concerns (not related to the outage) I invite you to direct them to me at phillip.carter@csdental.com  and I will see to it that you're taken care of. 

Regards,

Phil Carter / OrthoTrac Escalations

[drekkim]

Good luck with that. Orthotrac cloud user here and they lost a days worth of data the last outage they had. Had to reenter everything. Call all my patients and explain the situation, apologize, ask when we scheduled there next appointment. reenter all transactions. NO explanation why it happened, were unable to retreive the lost data in a timely manner, no reimbursements for the trouble. Also experiencing so many "glitches" that go uncorrected. Have emailed and notified my rep. never receive any follow up about solutions. During COVID closures, asked if they could waive the monthly fees since offices were closed. Laughed at their offer, if I agreed to commit to another 12 month contract they would waive one months fee. What a joke. Since then I made plans to switch to Dolphin. Can't say it won't have problems but can expect much worse either. So good luck to the Carestream community.

[Anon]

Good day @drekkim  , 

I'm sorry to hear you're dissatisfied with our service. I am unable to determine name or practice info from your user profile as there is no identifying information, but if you have concerns that you would like addressed, please feel free to reach out to me directly at phillip.carter@csdental.com  and I will see to it that you are taken care of.

Regards,

Phil Carter / OrthoTrac Escalations

[ortho3400]

Hi Phil,
Thank you for the response. I have basically given up on calling customer support. Next time I have a concern I will reach out to you.

[braceyourself07]

It would be nice for Carestream to publish a SLA (service level agreement) for their cloud solutions like other service providers do so that there can be an expectation of guaranteed uptime.  And in the event the downtime would exceed the SLA's promise, it's a fair measurement for reimbursement to affected customers.

[Anon]

Good day Dr. Munn ( @braceyourself07 ),

I believe a Service Level Agreement is provided up front when clients go live on Cloud.  I will see whether I can get permission to publish the SLA here on the Exchange site.  Thank you for the suggestion. 

Regards,

Phil Carter / OrthoTrac Escalations

[Anon · Accepted solution]

Good day Melissa ( @MelissaM2020 ),

Communications from Management to all affected offices will be forthcoming once all systems are back online.  I am sure Management will be glad to address your concerns then. 

If you have not seen the recently posted update, here is the relevant thread:

https://community.carestreamdental.com/t5/ORTHOTRAC/Hosted-Practice-Management-Service-Update-Please...

Regards,

Phil Carter / OrthoTrac Escalations