Smartcare Support Plans
Here’s a comparison of our support tiers and the services included with each level. Choose the best option for your home care agency!
Services
Knowledge Base
Community Forums
Email Support
In-App Help Desk
Live Chat
Toll-free Support
Remote Assistance
Ongoing Configuration Assistance
Priority Escalation
Technical Account Manager
Monthly Live Limits
Dedicated Smartcare Expert
Quarterly Report [Feature Usage & Feature Recommendations]
Executive Business Review
Eligibility
Based on Contract
Based on Number of Clients
Based on Subscription Period
Silver
Included
1 hour
Paid Current
No Min
Annual
Premium
20% of License Fees
2 hours
Paid Current
No Min
Annual
PlatInum
25% of License Fees
4 hours
Semi-Annual
Paid Current
Min 35
Annual
Enterprise
Individually Quoted
Negotiated
Quarterly
Paid Current
Min 100
Annual
Implementation Plans
Implementation Plans
Level
Cost
Services
Max Included Time
Kickoff Meeting
Private Coaching
Pre-recorded Sessions
Online Tutorials
Individual Project Plan
Project Manager
Workflow Analysis
Automation Mapping
Standard
$399
8 hours
30 Minutes
60 Minutes
Platinum
Individually Quoted
SOW Defined
SOW Defined
SOW Defined
Frequently Asked Questions
How can I reach out to Customer Support?
Our Customer Support Team is available via several means of communication:
- From within the application, use Smartcare’s Help Desk to submit technical issues and questions.
- Via email, reach out at support@smartcaresoftware.com
- Via phone, reach out at 1-800-450-9104
- From the website, use the contact form: https://smartcaresoftware.com/contact-us/.
I use the Starter Free Edition. Do I have access to support services?
Yes. All our products come with a basic level of service support plan, including the Starter Free Edition. This level includes Live Chat, In-App Help Desk, Email Support, Community Facebook Forum, and Knowledge Base.
I use the Standard Silver support plan. Can I request a support call?
Yes. The Silver level of support offers live support calls; however, there is a monthly limit of 1 hour for live support each month. Silver plans also have access to Email Support, In-App Help Desk, Knowledge Base, and Live Chat options.
Can I have a support call whenever I need one?
All support plans include toll-free support calls from 8 am to 5 pm Monday-Friday. If you use a Silver support plan, you are limited to 1 hour per month of live support time.
What is remote assistance?
Remote assistance is when you share your screen with one of our support staff so they can see the problem and efficiently assist you. This feature is available with the Premium, Platinum, and Enterprise support plans.
What does it mean to have a Technical Account Manager, and how does it benefit my company?
The Technical Account Manager is someone that caters to your company’s needs. They will help you improve how your organization uses the software and assist with any questions or problems that come up while using SmartCare. You can reach out to your Technical Account Manager whenever you need help with anything SmartCare related, even if your question is about maximizing the software’s effectiveness!
What is a Quarterly Report?
The Quarterly Report is a feature available in the Platinum and Enterprise plans. The report tracks feature usage and create feature recommendations to optimize your business practices.
