Our continued goal is to provide a Gold Standard of service for your practice 24/7/365

NextGen Client Support

One Team. One Mission. Your Success. Get the service you deserve

with our Speciality-specific

Client Support Model

Dedicated to your successSometimes your practice needs a little extra help. That’s why we’re

here. Our dedicated Client Support team includes hundreds of Client

Support Analysts (CSAs); trained professionals, all expert in providing

premium customer service and support to clients across the entire

NextGen® product suite.

With NextGen Healthcare, after the install and staff training is

complete, we’re there for you when you need us. Just a click or call

away. Based from offices nationwide, we have only one focus: to

support your practice. To help you meet your support needs and

enable your practice to succeed.

We’re there for you

when you need us.

Just a click or call away.

“The tech on the first day was extremely helpful and went above and beyond to help. The second tech followed up after the weekend and ensured our database was copied successfully. I am certain their names are logged on our service request but both of those gentlemen deserve a round of applause.”

Sac and Fox Of Mississippi In Iowa

A Priority Level 1 matter is defined as : !“The Software, Hosted System, or Hardware is completely inoperative or unavailable, or a core application, module, or feature is unusable or not functioning at all, and Client’s patient care or business operations are significantly and adversely affected.”

High-level assistance. Anytime, anywhere.• ForallNextGenHealthcareclients,softwaremaintenance

service hours are 24 hours a day, seven days a week for

Priority 1 issues.

• AllincidentsaretriagedtoaClientSupportAnalystlocated

within the client’s time zone.

• AllclientshaveaccesstoasophisticatedIncidentTracking

System to submit and track an incident.

At NextGen Healthcare, our efficient client support can mean

providing an answer to a problem before a call is even placed.

And with the Knowledge Exchange (KE), clients have self-service,

on-demand access to a searchable database of information

relevant to the NextGen® application suite. Want to know more

about KE? See Page 6. ! Our efficient client support can mean providing an answer to a problem

before a call is even placed.

Professional problem solvers.The NextGen Healthcare Client Support team features trained,

NextGen Certified Professionals (NCPs) who have years of

experience in multiple disciplines. To be a part of our Client

Support team, they must have a pertinent financial, clinical,

or technical background.

Team members must also have excellent written and verbal

communication skills, superior analytical troubleshooting skills,

and take professional pride in providing the highest level of client

service. NextGen Healthcare Client Support models its Client

Support model after Information Technology Infrastructure Library

(ITIL) standards to continually deliver Best Practices to our client

base. This approach has resulted in a Client Satisfaction score of

3.8 out of 4.0.*

*July 2013

Team members take

professional pride

in providing the highest level of client service.

“It’s critical we stay abreast of all new technology and available tools and utilities to ensure we’re able to provide stellar client support at all times. So we constantly challenge our Client Support team members to stay current with new technology and solutions.”

Merle Wallner, VP, Client Support

NextGen Healthcare

A peek behind the curtain.

So you run into an issue and you have no idea What to do? It’s simple. Contact us, of course. That’s why we’re here. But after you submit that support incident what happens on our side?

Take a peek… Scenario: An incident is submitted by a client and auto-routed to a Subject

Matter Expert for that product or issue in the client’s time zone.

First level:

1. Incidents responded to by Tier 1 CSA

2. Standard call response within two hours

3. CSA works with client to resolve issue

4. Incident not closed until client permission received

Oftentimes, one call does the trick, with 50% of incidents closed

on first contact with the client. But what if that doesn’t do the

trick? Up the ladder it goes…

1

2

3

4

According to our latest metrics

compiled for non-urgent issues, 100% of all calls received are answered

within two hours.

?Next level:

1. Incident is deemed a defect or enhancement request,

linked to a Problem Record

2. Problems categorized as defects or enhancements immediately

exposed to Known Issues or Enhancements page, or

Client Support Center

3. Incident remains open until issue is fixed with a new release

available as General Release

Clients can review the status of their issues via the Client Support Center

and receive continual updates by email throughout the life of the defect or

enhancement as it progresses through Development.

1

2

3

A specialty-specific support modelAt NextGen Healthcare, Client Support teams are broken up specifically into Practice

Management, EHR, Interface, Licensing, and Tech Support. In addition to these high-level groups,

there are sub-groups under each product so the analyst is a subject matter expert in that particular

area of the product. This single-source contact is key when dealing with specialty providers.

NormalClientSupportoperatinghoursareMonday–Friday,8:30AM–5:30PM,nomatterwhat

time zone the client is located in. But Client Support Analysts are always available on-call to handle

emergency calls, even after hours. After-hour telephone calls activate a paging system and are

routedtoanafter-hoursClientSupportAnalyst.Formaintenanceservicesprovidedoutsideof

normal business hours for a non-Priority Level 1 matter, there is an additional fee.

Normal Client Support operating hours are Monday–Friday,8:30AM–5:30PM,

but Client Support Analysts are

always available on-call.

“We really appreciate the efforts of NextGen in working on our performance issues. We consider our CSA one of the best and always enjoy working with him. He is enthusiastic, knowledgeable, and dedicated.”

Brad Holman, IT Manager

Family Healthcare Associates

“Utilization of our online self-service reduced 112,415 incidents in this past fiscal year.”

Merle Wallner, VP, Client Support

NextGen Healthcare

-112,415INCIDENTS past fiscal year

Comprehensive online resources.A feature only available to NextGen Healthcare clients that separates us

from the competition is our robust Knowledge Exchange (KE) module.

It contains information resources relevant to NextGen® Ambulatory EHR,

NextGen® Practice Management, and other ancillary applications, and

is available on our Client Support Center. The same place clients directly

submit their incident requests. It’s a real difference maker that others

can’t match.

• Nowaitinginqueue

• Searchableonlinedatabase

• Databaseisupdatedeachtimenewarticleposted

• Morethan11,000articles

• Common“how-to”questionsalreadysolvedbyClientSupport

• Findwhatyouneed?Noneedtoopenanincidentticket

with Client Support

Savvy clients take a minute

to look online before they call

Client Support. It can save time for all involved.

“It’s the flexibility of this particular system that has led to our satisfaction combined with our hard work and NextGen’s great support. Together, NextGen and I are able to accommodate all the different practice styles that the physicians and audiologists in our practice wish to use for patient care.”

Tricia Skinner,

Patient Education Coordinator

Tallahassee ENT

In their own words.

Client Support is a 24/7/365 business. And with tens of thousands of users, there is always a need for

high-quality support. But even while satisfying clients today, NextGen Client Support has an eye on

tomorrow and a clear, concise vision of where it is evolving as the calendar pages turn. Client Support

is currently implementing a comprehensive account ownership program and exploring regional Client

Care models. These new concepts will enable closer relationships with our clients and partners.

NextGen Client Support is an integral part of the NextGen Healthcare EHR/PM/KBM

upgrade process. Some areas of consistent Client Support focus include:

• Ongoingclienttraining

• Technicalseminars

• Modularproductwebinars

• eLearning

• Annualusergroupmeetings

• ContinuededucationonICD-10andMU2

Constantly focused on your success.

Nextgen.com

NextGen Healthcare Information Systems, LLC 795 Horsham Road, Horsham, PA 19044

Copyright © 2013 NextGen Healthcare Information Systems, LLC. All rights reserved. NextGen is a registered trademark of QSI Management, LLC, an affiliate of NextGen Healthcare Information Systems, LLC. All other names and marks are the property of their respective owners.

Patent pending.

SB12-8-13

One Team. One Commitment. Your Success.

The NextGen Client Support Department

is dedicated to an excellent

client experience built on a

foundation of world-class service and trust. As the voice of NextGen

Support, our analysts listen to

our clients’ needs and provide meaningful solutions.