Frequently Asked Questions
Support and Customer Service
PIMSY encourages customers to log questions or issues into our Help Desk. This ensures requests are tracked and responded to in a timely manner. We then determine if the issue is training, data, or PIMSY product related. In the case of training issues, PIMSY Support works directly with the customer to assess the issue and establish a training solution.
Data issues can usually be addressed within a 24-hour period, depending on the extent. In the case of a PIMSY interface issue, we will determine if it’s resolvable with an upgrade. If not, in most cases, critical issues can be addressed in the next updated release.
Training and Implementation
Each Implementation is phased, beginning with Discovery, to identify needs, goals, work flows, etc. The next phase begins Implementation Training which utilizes a Train the Trainer approach, conducted over the web, generally over a 6-week period. From there, we work with the client in a tiered protocol, making sure everything works for each level before proceeding to the next.
At the end of Implementation, Go Live is conducted in a manner that best meets each agency’s unique work flow. All training is supplemented with over 60 videos on the support site. Contact us for additional details.
Pricing and Costs
PIMSY offers competitive pricing based on the number of active users in the system, and the cost includes web-based training. It also covers PIMSY-required IT tasks and unlimited responsive customer service.
PIMSY customers receive access to the PIMSY Support website, where they can create Help Desk tickets, watch PIMSY training & how-to videos, and access a variety of resources, including FAQs, tutorials, product documentation, and more.
PIMSY provides multiple options to fit your specific needs. See which option best fits your organization.
Compliance
All PIMSY data is hosted in the Microsoft Azure Cloud, which adheres to HIPAA protocols. PIMSY is completely HIPAA-compliant and helps you maintain compliance and data security. Click here for additional details.
Canadian client data is housed exclusively on Microsoft Azure servers located within Canada, adhering to PHIPA / PIEDA-compliant requirements.
Billing
The PIMSY Support team will work with you to determine the source of the issue. Once identified, our Support Team will work with you to quickly resolve the issue.
The PIMSY Professional and PIMSY Platinum options include electronic billing functionality. However, as a third-party service provider, there may be additional charges directly from the Clearinghouse. Please contact us to explore your options.
Data Management
In the event of PIMSY contract termination, you will receive an SQL Server backup of your database, at no additional charge.
Additionally, you can export your data at any time (from almost every page) using PIMSY’s Export option.
Upgrades
iOS and Other Operating Systems
- Operating System: Windows 10 or higher (older versions are no longer HIPAA-compliant)
- Note: although a 32-bit machine will work, we recommend a 64-bit machine
- RAM: for an optimum experience, we highly recommend 8 GB or higher
- Hard Drive: minimum of 256 GB
- Processor: highly recommend i7 or higher
- Signature Pads: Topaz model # T-S460-HSB-R (touch screen signing is available on Windows OS)
- Network Speed: you need a fast and reliable internet connection: minimum 20 mbps download and 5 mbps upload
You can educate yourself on the organization’s current internet speed by going to speedtest.net to run a test on your high-speed internet service delivery.
Please note that the above numbers are a good starting point, but it depends on how many people are sharing your internet connection at the same time.
PIMSY is a cloud-based product, accessed by your internet connection. You will need to regulate your usage against the size of the team and bandwidth requirements.
Click here for details about workstation requirements.
No. An internet connection, WiFi, or mobile data is required. However, if you have providers in the field or in remote areas, we have offline tools available to sync with PIMSY.
Provider Portal and Client Portal are browser-based, allowing remote access to company data from most web browsers, however, we recommend Chrome or Edge for optimum performance.
The PIMSY Administrators module is a Windows Desktop application.
Administration and Security
Yes, there are no limits to how many Clinicians can be assigned to an account.
Integration Options
Yes. PIMSY offers integration with multiple third-party vendors. Click here for a complete list of our integration partners.