DVMAX Support 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 minimum 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).

All Levels include regular business hours: Monday - Friday from 8am - 6pm (Practice's local time). Monday - Friday from 6pm - 8am, weekends and US holidays are considered "After Hours". Silver Level include after hours support for emergency issues.
Gold and Platinum include after hours - emergency and non-emergency issues.

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