• Common Concerns
  • Privacy and Security
  • Backups
  • Internet Outage
  • Term of Contract
  • Price Increases
• General
  • What is PracticeVeterinary?
  • What if the Internet Connection stops working?
  • Can I access my practice information from other locations (e.g. home or other office)?
  • Is PracticeVeterinary a new product?
  • What experience do you have regarding the veterinary profession?
  • Are your bookkeeping and payroll services separate modules with additional cost?
  • Will this eliminate the need for paper files?
  • Do you offer a free trial for PracticeVeterinary?
  • What are the terms and conditions of the contract?
  • What is included in the price of PracticeVeterinary?
• Support and Service
  • What is included in the software maintenance and support fee?
  • How frequently does Solid Source release PracticeVeterinary upgrades?
  • What are your recommendations for Internet Service Providers?
  • Who should I contact if I am having trouble using your software?
  • Will I be charged extra for support?
  • How is our staff trained initially? Is this price included in the initial set-up fee?
  • What is the charge for additional training?
  • Can I get additional on-site training?
  • How is training material disseminated?
  • How can I get copies of my data?
  • How do I backup my data?
• Technical
  • Do I have to be computer expert or tech savvy to use PracticeVeterinary?
  • What hardware is required?
  • What else do I need to access my data?
  • Can PracticeVeterinary be customized for my practice?
  • Can PracticeVeterinary run on dial-up connection?
  • Where is the data center located?
  • Is the database updated upon return of Internet service after interruption ?
  • If there is trouble with the data center, how are we notified?
  • What is your uptime average?
    
• Security
  • How can I ensure that my data is not going to be hacked?
  • How can I ensure that my information is not going to be leaked out?
    
• Conversion
  • Exactly what data will be converted through data conversion?
  • How long does it take to convert my data?
  • How do I get my paper documents or data from outside sources into PracticeVeterinary?

Privacy and Security. PracticeVeterinary uses 128 bit SSL encryption, Username and password authentication and full audit trails to ensure the privacy and security of your data.

Backups. As part of your subscription fee your data is backed up to backup servers in our data center. You can get a copy of your backup data on a regular basis as an option.

Internet Outage. PracticeVeterinary uses Internet Connectivity Optimization (ICO) Box to extend our data center to your office. During loss of Internet connectivity you are enabled to run your business "as usual" through ICO box. The data collected by ICO is automatically synchronized with data center when the Internet connectivity is reestablished.

Term of contract. The PracticeVeterinary service fee is billed monthly. When you sign up you agree to 3 year subscription. Your subscription automatically self renews unless you give 90 days notice that you would like to discontinue your service.

Price Increases. Our customers are our most valuable asset. We are committed to ensuring that our system is the best and most cost effective option for every Veterinary Clinic.

Q. What is PracticeVeterinary?
A. PracticeVeterinary is a veterinary practice management system delivered via your Web browser using an Application Service Provider model that offers complete data security and removes all system administration headaches. Comprehensive practice management features are delivered with many added features made possible only by the Internet. Key features include: anywhere, anytime access to authorized office staff; remote backups; automatic upgrades; unlimited technical support; simplified multi-practice linkage; inventory management; purchasing; finance; payroll; standard medical protocols and total compliance solution.

Q. What if the Internet connection stops working?
A. SolidSource provides unparalleled reliability with a system that has no single point of failure and will work even if your Internet connection stops working. Internet connections are becoming more reliable and faster every day. You will continue to be able to access PracticeVeterinary from our proprietary Insured Connectivity Optimization (ICO) box, which provides uninterrupted access to our service even during times of temporary loss of connectivity to the Internet.

Q. Can I access my practice information from other locations (e.g. home or other office)?
A. Yes, you can. This is one of the advantages of using PracticeVeterinary. Information entered into the office system all day long can be accessed from your home computer at night or at any other office the next day. Your office is anywhere you want it to be by simply getting on the Internet.

Q. Is PracticeVeterinary a new product?
A. No, SolidSource Corporation has been in business since 1999. We began creating PracticeVeterinary by understanding the problems that are faced by veterinarians in running their practices and designing the ideal solution to meet their requirements.

Q.What experience do you have regarding the veterinary profession?
A. We have a number of highly regarded veterinarians as advisors and have extensively tested PracticeVeterinary in operating hospitals prior to making it commercially available.

Q. Are your bookkeeping and payroll services separate modules with additional cost?
A. Actually, book keeping and payroll services are integrated within the software, you are ready to take the advantages of these capabilities upon the initial set up of the software. There is no additional cost for these capabilities! By utilizing the integrated Payroll and Accounting features of PracticeVeterinary, you can immediately save on your external bookkeeping and payroll service expenses and the purchase of third party accounting software.

Q. Will this eliminate the need for paper files?
A. Yes. PracticeVeterinary creates the foundation for a paperless practice, with the convenience of print-on-demand. Documents coming in from outside sources may even be scanned into the system.

Q. Do you offer a free trial for PracticeVeterinary?
A. Yes, you can access a trial version for free to test out the features before signing up. We also have a self-running demo and offer online live demos. These online demos are interactive i.e. a SolidSource sales representative will explain all the features of PracticeVeterinary while walking you through a demo of the system!

Q. What are the terms and conditions of the contract?
A. The basic terms are the monthly subscription fee and that the length of contract is a minimum of 3 years. We guarantee that the customer will have access to their records in an understandable format anytime they want (a nominal charge may apply for repeated requests). Customer must provide a UPS for the ICO box and is responsible if it is damaged. Click here to review our Service Level Agreement (SLA).

Q.What is included in the price of PracticeVeterinary?
A. PracticeVeterinary is developed to help veterinarians manage their practice better, improve quality of health care and significantly increase their revenues and profits.

The price includes access to the application, software upgrades, unlimited support, and the ability to customize the software to fit your hospital's requirements. With PracticeVeterinary, you won't have to invest in expensive hardware, perform data backups, or spend resources on managing your hospitals information technology. There are no hidden costs with PracticeVeterinary, unlike with other practice management software.

PracticeVeterinary is designed to revolve around the medical records so you can concentrate on providing the highest quality medical care while PracticeVeterinary takes care of your practice.

Q. What is included in the software maintenance and support fee?
A. There is no extra fee for maintenance and support. The software maintenance includes automatic upgrades, automatic data backups, unlimited support, and unlimited training.

Q. How frequently does SolidSource release PracticeVeterinary upgrades?
A. The SolidSource development team is continuously developing new features for PracticeVeterinary. Typically, new features are released in real time as sooon as they become available. Our technical experts are constantly searching for any new features or capabilities that can improve PracticeVeterinary and receiving requests regarding enhancements. We prioritize the enhancements based on their benefits to our customers and work to develop, test, and release them as quickly as possible. Upgrades are done automatically on line without any installation at customer end. The best part of the upgrades is that the subscription fee includes access to all the upgrades, so you get all the new features without paying anything additional.

Q. What are your recommendations for Internet Service Providers?
A. A DSL or Cable-modem connection is required. The SolidSource Sales and Support team are always available to help you in selecting the right technology and provider. We can suggest DSL or cable modem services available in your area so that you don't have to waste time searching for a provider. We will shortlist all the service providers for you to choose from.

Q. Who should I contact if I am having trouble using your software?
A. To make things easier, PracticeVeterinary has got an enhanced and self explanatory Help documentation built-in to answer your questions about a particular functionality of the software. However, if you still have questions or would rather speak with a technical support person, you are welcome to call the Customer Support representative at 714-979-0494 between 6am-6pm Pacific time Monday through Friday.

Q. Will I be charged extra for support?
A. There is no extra charge for PracticeVeterinary support.

Q. How is our staff trained initially? Is this price included in the initial set-up fee?
A. SolidSource provides online training for PracticeVeterinary free of charge. PracticeVeterinary is very easy to use and understand and our online interactive training is extremely effective at getting you up and running. Our support team is always available to assist you.

Q. What is the charge for additional training?
A. Unlimited training and unlimited support are included in your monthly subscription fee. You are always welcome to call our customer support at no additional charge and our highly trained Support staff will strive to answer all of your questions.

Q. Can I get additional on-site training?
A. Yes. Customers may purchase on-site training at an additional costs, but this is rarely necessary.

Q. How is training material disseminated?
A. Our training material is all online. This is available in various formats, like online help and self-running training modules. We also offer free unlimited training as part of our support. A manual is also available in a printable format upon request, which can be kept as a book for ready reference.

Q. How can I get copies of my data?
A. At your request, we can provide a full copy of your practice's entire database on electronic media for a nominal fee.

Q. How do I backup my data?
A. You won't have to do back-ups ever again! We do it for you. Your practice data is backed-up on redundant servers at state-of-the-art data centers to ensure the security and reliability of your records at all times. It is all part of the PracticeVeterinary service.

Q. Do I have to be computer expert or tech savvy to use PracticeVeterinary?
A. No. There is no special software or hardware setup required on your part. PracticeVeterinary is a web based practice management software suite that can be accessed through existing Internet web browser on any computer. PracticeVeterinary is intuitive and very easy to use.

Q. What hardware is required?
A. Following is the minimum hardware requirement for using PracticeVeterinary.

• Pentium based minimum 500 Mhz, 128MB RAM
• Networked and Internet ready with Internet Explorer 5.5 or above.

Q. What else do I need to access my data?
A. Any computer with Microsoft® Internet Explorer version 5.5or higher will work. You require a digital subscriber line (DSL) or cable modem connection for high-speed Internet access (please check your local service providers for pricing). PracticeVeterinary is designed using an optimum combination of pure HTML and JavaScript to provide the fastest access possible.

Q. Can PracticeVeterinary be customized for my practice?
A. PracticeVeterinary includes a flexible, easy-to-use custom setup tool that enables you to tailor the business content the way you want it. It supports your specialty and your approach to patient record management. The tool also enables the integration of practice workflow to streamline communication. For a quick start, the system provides a standard configuration that will meet the requirements of most practices.

Q. Can PracticeVeterinary run on dial-up connection?
A. No, currently PracticeVeterinary requires some form of high speed Internet connectivity. We recommend a DSL or cable modem connection, but other options (ISDN, satellite) will also function properly.

Q. Where is the data center located?
A. Our main data center is located at Los Angeles, California.

Q. Is the database updated upon return of Internet service after interruption?
A. Yes, the data is automatically uploaded from the ICO box to the data center and properly synchronized once the Internet connection is restored.

Q. If there is trouble with the data center, how are we notified?
A. Customers are not notified about trouble with the data center because it will not affect them at all and they will not notice any problem. Additionally, the ICO box alone can run our application for the clinic without any problems for a reasonable amount of time.

Q. What is your uptime average?
A. It is 99.999%. As we have said before, data is stored at two different places, data center and at your ICO box, so in order to have a malfunctioning of the system, failure must occur at both these points at the same time. This explains how we achieve the unparalleled level of reliability for PracticeVeterinary.

Q. How can I ensure that my data is not going to be hacked?
A. Your data is secured with the highest commercial level of security, similar to that used by banks for your online transactions. Please click here for details of the different data and physical security measures implemented for PracticeVeterinary.

Q. How can I ensure that my information is not going to be leaked out?
A. Your information is your property and at SolidSource we treat it very confidentially. We will not access your data without your permission. At your end we provide you with role based security feature so that you can tailor your data access security.

Q. Exactly what data will be converted through data conversion?
A. The following data is typically converted depending on the type of system you have: client information, patient information, patient medical/treatment history, treatment list, your inventory list, chart of accounts and their balances. We may not be able to convert certain specific items of data.

Q. How long does it take to convert my data?
A. Conversions usually take two to three weeks. Corrupted or damaged media will affect the time of the conversion process.

Q. How do I get my paper documents or data from outside sources into PracticeVeterinary?
A. Paper documents generated by sources outside the practice can be scanned and utilized by PracticeVeterinary.