Subject to change without notice.
Last revised: 01 December 2004

As part of your PracticeVeterinary Subscription fee you receive unlimited hours of incident-based support to resolve configuration issues, product usage, training, and troubleshooting.

Support Procedures

Step 1 - Check the Help Documentation

SolidSource Corporation offers a comprehensive on-line Help documentation with the system. Please check to see if your support question or issue has been answered, as it is updated frequently.

Step 2 - Contact Technical Support

Users may contact the support department via the Support Contact Page. Upon receipt of any support request, a SolidSource Corporation support technician will identify the nature of the reported problem and suggest a proper course of action.

There are Six areas of potential problems:

1. The Internet
2. Your Internet Service Provider (ISP)
3. Your modem, router, hub or network
4. Your computer, its operating system or Internet Explorer
5. PracticeVeterinary software
6. ICO Box

If the problem is identified as being 1, 2, 3, or 4, Support will refer the customer to the appropriate source for a solution.

PracticeVeterinary software and ICO Box related problems will be given our highest priority. Our technician will give attention to the issue until the customer acknowledges that it has been fully resolved.

If it is determined that the user is attempting to use the software or ICO Box in an improper environment, then the user will be referred to, or given information about, environment requirements and/or advised to contact the party responsible for their operating environment for support.

If it is determined that the user is attempting to use the software or ICO Box to do something it is not designed to do, then the user will be referred to, or given information about, the software or ICO Box's proper use.

Customers needing help with feature usage questions will be directed to our customer support for further educational instruction.