Support Hours and After-Hours Emergency Definitions

Owned by Amy Blanchard
Last updated: Dec 18, 2023
3 min read

Overview of Support Levels - Effective January 15, 2024


Service LevelAvailable to...Coverage Available
CopperSingle User Only
  • 8 AM - 9 PM ET Monday - Friday
BronzeMulti-User (2-6 User Licenses)
  • 8 AM - 9 PM ET Monday - Friday
SilverSingle User or Multi-User (7-14 User Licenses)
  • 8 AM - 9 PM ET Monday - Friday
  • 8 AM - 9 PM ET Saturday - EMERGENCIES ONLY
GoldSingle User or Multi-User (15-20 User Licenses)
  • 8 AM - 9 PM ET Monday - Friday
  • 8 AM - 9 PM ET Saturday - EMERGENCIES ONLY
PlatinumSingle User or Multi-User (21-30 User Licenses)
  • 8 AM - 9 PM ET Monday - Friday
  • 8 AM - 9 PM ET Saturday - EMERGENCIES ONLY
DiamondSingle User or Multi-User (31+ User Licenses)
  • 8 AM - 9 PM ET Monday - Friday
  • 8 AM - 9 PM ET Saturday - EMERGENCIES ONLY
  • Multi-practice access (MPA) clinics need to purchase support for each location.
  • If your practice utilizes remote processing, you must purchase Silver or higher support.

After-Hours Emergency Support

All customers paying for Silver support or higher are eligible to receive after-hours support for emergencies only.

An emergency is defined as an issue within DVMAX that prevents you from caring for the patients in your care. You may utilize our emergency support if your clinic is experiencing one of the following:

  • Overall System Performance
    • DVMAX Server application or DVMAX Client (workstation) application performance that is affecting your ability to use DVMAX in the hospital

      **Our DVMAX technicians are unable to troubleshoot hardware performance. If your computer or operating system is affected, please contact your local IT.

      Examples of emergency scenarios:
      • DVMAX Server application won't start 
      • Error messages within DVMAX Server application, see error examples below
      • DVMAX local backup has frozen or failed
        • Please note: It is expected that you will see a “backup in progress” alert on all workstations during the scheduled backup time. Your backup should be scheduled during after close of business or, for our 24/7 clinics, at a time that is typically slower.
      • Unable to open DVMAX Client on all workstations 
        • If you are experiencing a problem with only one workstation, our support team will be happy to assist during regular business hours. 
      • Error messages within DVMAX affecting all workstations
      • System wide problems with the appointment scheduler that are preventing you from adding/viewing appointments

  • Client Finances
    • Unable to process a payment using our Integrated Credit Card Processing feature
      • If the problem is with OpenEdge, they can be reached at 1-888-560-0975

  • Remote Processing or Multi-Practice Access Sync Issues
    • Unable to sync data and you will need access to this data prior to the start of the next business day.
      If the data will not be needed by the business prior to the start of the next business day, please contact our support team during our regular business hours.


Please note: In most instances, server migrations and application installation are not considered emergencies. We are extending our supported business hours to allow clinics to schedule these activities before or after their business day, but still within DVMAX support hours.


Potential Server Errors

Log File Cannot be Integrated


Restore a Backup


Damaged Structure File


Locked Segments