Support Prices & Policy

Support Prices & Policy Our motto is E4 Excellence. This company motto is incorporated into each customer related training, team meetings and all customer service related tools that we use to service our valued customers. The SolAce Support Team appreciates each customer and our goal is to provide excellent customer service to every customer. When you call the SolAce Support Team you'll be speaking with our friendly and knowledgeable staff who know the SolAce EMC™ product line. Please call ahead if you would like to schedule an uninterrupted support session. The SolAce Support Team loves to hear feedback from our customers. Please send any feedback to Basic Support Basic Support can be purchased for $25 per 15 minute support block, or $300 for a one month unlimited support time package. Most products come with a limited amount of Basic Support. Our Basic Support includes assistance via phone and email during business hours. Support can be used to help you through payer enrollment, any EDI testing required by the payer, and product setup and SolAce training. Remote installation over the Internet by appointment is covered by Basic Support and we recommend this service. Ivertex uses "GoToMeeting™" for the remote connectivity so there is no extra cost to you for this service, other than Internet connectivity at your location. Basic Support does not include on-site assistance, claims denial research, access to our development team, or assistance with non-Ivertex software such as networking, databases, accounting systems or patient management systems. Premium Support Services Premium Support is available in the form of professional services for on-site installation, training, billing and coding questions, claims denial research, or assistance with non-Ivertex software. The rate is $100 per hour for these services. This level of support is recommended if you need our expertise with integrating SolAce into your environment beyond what is covered in our product documentation and Basic Support offering. Please call to request a quotes for these types of services. Custom Development Design and Programming For custom development the base rate is $150 per hour. Payment is due when project is completed and in use. Late payment fees will apply. Please call to request a quotes for these types of services. SolAce JR Users You need to purchase Basic Support if you are using the free, unsupported SolAce Junior and need assistance. We recommend at least one hour to review your set up and to show you the flow of SolAce. This will help you be a successful SolAce JR user. Note that the SolAce Junior edition was dropped as of version 4 that went live 10/16/2011. No new Junior accounts can be created at this time and it is unknown whether a new form of this edition will return. Please Note: As with everything else in this world, support policies and prices are subject to change.

customer Testimonial

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customers From our customers

I am very pleased with our SolAce billing software and how easy it is to navigate. They have a great team who can train you to do billing even if you don’t have billing experience. Special thanks to Cathy, Gigi, and Skyler who always helps me out every time I have issues.

Shani Madaminova,
Best Home Care, Inc
Jersey City, NJ

SolAce is awesome software. I absolutely LOVE it. For over three years I have used this software daily for multiple long term care facilities to submit claims to various MACs, Medicaid, and Medicare Advantage and Supplemental Insurance carriers. It is convenient, simple to use and far less costly than any Clearing House software I had explored. The ability to import from my Practice Management Software and Therapy Providers has reduced any RTP claims edits and denials are a thing of the past. Customer Support is “Johnny on the spot”, but terrific as they may be, it gets better - RARELY do I need to call. LOVE IT, LOVE IT, AND LOVE IT.

Susie Doran Carter, Westcare Management, Inc.
LTC Medicare Consultant and Billing Service
Salem, OR

I think our medical office was one of the first to use SolAce in the mid 1990’s and we are still using it today for all of our electronic billing because it works ! It was simple for our staff to learn and it integrated easily with our accounting/billing program. It has been especially nice to know that the Axiom staff is there when Medicare changes something and they are right on it. They made the 5010 change a simple process plus made educational seminars available to us. Thank you to all the Axiom/ Ivertex professionals who have helped us for the last 15+ years.

Carolyn Boles
From the office of Donald J. Boles Jr. MD PC
Tempe, AZ

SolAce has been a valuable tool that has been a life saver for my billing service for years. It has allowed me to bill professional and institutional claims with ease. Customer service @ SolAce is top rated in my opinion. The SolAce product is very user friendly and affordable. Thank you SolAce team for a great product.

S. Bowling
Idabel, Oklahoma

Easy to use, Customer support has always been excellent, Thanks SolAce Team.

Carl Shepherd
IT Administrator
Dublin, GA

I am a new client and was having a tough time getting everything set up just right. I had to make calls to CEDI and when I called back the rep I spoke with prior even helped the 2nd rep to make sure I got all the info I needed. They definitely work as a team. Within a short period of time they had my system up and running. I never could've done it without them.

Margate, FL

Awesome customer service every time!

Bellevue, NE

I can't tell you how wonderful it is to work with your agency. They are courteous, knowledgeable,friendly, and a joy to work with - I can't say enough. Thank you!!

Bemidj, MN

The service was very good. Phone answered promptly even though it was around 6 p.m. my time. Very courteous and helpful. So far I have had really good experiences with your support team.

Mahornet, IL

The follow-up is outstanding - whenever there is an issue I am contacted to be sure that all is working well and to my satisfaction.

Batavia, IL

Everyone in your company is very helpful and pleasant, and they always have the quickest response time on fixing the situation.

Orlando, FL

Tech was very helpful, very patient and very professional. She knew of the issue quickly and stayed at hand until issue was resolved. Very satisifed with the service.

Largo, FL