Support
ElderSuite Support
Premium support is included with every ElderSuite subscription, for every user, at no additional cost. Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time.
Support hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time.
What Support Includes
- Help installing and setting up ElderSuite
- Answers to questions about using ElderSuite and how to complete tasks in it
- One-on-one remote training
- Remote assistance: with your permission we can view and control your screen to work through a problem together
- Software updates with fixes, new features and enhancements, installed automatically
- Phone and email support
Self Help Resources
Ask Eddie. Eddie is the support assistant built into ElderSuite. Ask a question in plain language from inside the software and Eddie answers from our documentation, any time of day. How Eddie works.
Read the Resources. Step-by-step how-tos for using ElderSuite, from the Client Center and Claim Center to the Nursing, Provider and Report Centers, plus billing guides and state-by-state Medicaid explainers, all at eldersuite.com/adult-day-care-resources.
Before You Open a Support Ticket
Four steps resolve a surprising share of issues, because many problems have already been fixed in an update you have not received yet.
- Close ElderSuite completely so any pending ElderSuite update can install, then reopen it.
- Check for Windows updates and let them install. ElderSuite is kept current with Windows 10 and later.
- Restart the computer.
- Check that your contact information in ElderSuite is current so we can reach you about the ticket.
Still stuck? Open a ticket. You will get a ticket number right away, a support representative will be assigned, and they will contact you after reviewing your request.
What is Outside Our Support
We support ElderSuite: making sure it is installed and working as designed, and helping you get more out of it. We cannot support the third-party products around it, even when they connect to ElderSuite. That means we do not install, remove, configure or troubleshoot:
- Third-party services and accounts: merchant accounts, internet, cable, phone, alarm or backup services
- Third-party hardware: printers, scanners, USB devices, networking equipment, firewalls, and the drivers they need
- Third-party software: antivirus and anti-malware, VPN and firewall software, and office or productivity software
Clearinghouses. We help you connect ElderSuite to Availity or TMHP and submit claims through them. Creating your clearinghouse account and enrolling with payers is done with the clearinghouse, and they support that part.
An example. ElderSuite's Export feature saves your data as a standard CSV file so you can use it in other programs, such as a mail merge in Microsoft Word. We support the export. What happens next, in Word or any other program, is that program's support to provide; there are simply too many tools for us to know them all.
