DVMAX  Software

DVMAX Support Agreement Chart

SU - Single User - Business Hours are considered Monday – Friday from 8am – 6pm (Clinic’s local time).
MU – Multi User - After Hours are considered Monday – Friday from 6pm- 8am, weekends and U.S. holidays

*Please contact your account manager for pricing information
Download your Support Agreement

Copper Includes:

- Business Hours (8am-6pm) (Local Time)
- Remote Access Support (8am-6pm) (Local Time)
- Updates (8am-6pm) (Local time)

Bronze Includes:

- Business Hours (8am-6pm) (Local Time) 
- Remote Access Support (8am-6pm) (Local Time) 
- Updates (8am-6pm) (Local time)

Silver Includes: 

- Business Hours (8am-6pm) (Local Time) 
- Remote Access Support (8am-6pm) (Local Time) 
- Updates (8am-6pm) (Local time) 
- After Hours Emergency Issues 
- Remote Processing

Gold Includes:

- Business Hours (8am-6pm) (Local Time) 
- Remote Access Support (8am-6pm) (Local Time) 
- Updates (8am-6pm) (Local time) 
- After Hours Emergency Issues 
- Remote Processing 
- After Hours Non-Emergency Issues

Platinum Includes:

- Business Hours (8am-6pm) (Local Time) 
- Remote Access Support (8am-6pm) (Local Time) 
- Updates (8am-6pm) (Local time) 
- After Hours Emergency Issues 
- Remote Processing 
- After Hours Non-Emergency Issues 
- Updates (6pm-8am) (Local time) 
- Remote Upgrade Service

Diamond Includes:

- Business Hours (8am-6pm) (Local Time) 
- Remote Access Support (8am-6pm) (Local Time) 
- Updates (8am-6pm) (Local time) 
- After Hours Emergency Issues 
- Remote Processing 
- After Hours Non-Emergency Issues 
- Updates (6pm-8am) (Local time) 
- Remote Upgrade Service

MPA and Multi-Databases Includes:

- Business Hours (8am-6pm) (Local Time) 
- Remote Access Support (8am-6pm) (Local Time) 
- Updates (8am-6pm) (Local time) 
- After Hours Emergency Issues 
- Remote Processing

Explanation of Service Agreement Levels


Single-User: Clinics using the single-user (one terminal) version of DVMAX® have the option of purchasing any level of the support and upgrade contract. (If your practice utilizes remote processing, then the minimum requirement is Silver or higher)

Multi-User: Clinics using the multi-user version of DVMAX® (two or more terminals) have the option of purchasing as follows:

For 2 - 6 terminals users have the option of choosing Bronze or higher. (If your practice utilizes remote processing, then the min. requirement is Silver or higher)

For 7 - 14 terminals users have the option of choosing Silver or higher.

For 15 - 20 terminals users have the option of choosing Gold or higher.

For 21 - 30 terminals users must be on Platinum.

For 31 or more terminals users must be on Diamond.

Remote processing: All clinics that use the remote processing feature have the option of Silver or higher.

Emergency and 24 hr Clinics: Practices that are open 24 hours have the option of Gold or higher.

MPA and Multi-Database Clinics: Multi-practice access and multi-database clinics need to purchase MPA support level per site or database. (Your practice will receive the support service at the Silver level).