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Your calls are always welcome
Support services are available with a current customer service contract
Before You Call
We recommend you have certain information available to help the technician with
your question. Please have the following information available, even though it may
not be required:
Customer Support Hours*
6 am - 6 pm Mon-Thurs
6 am - 5 pm Friday
*All times are Mountain Standard Time
Phone Support
Toll Free Support Line: 1.800.372.4346 option 4 > option 1
All calls are logged for easy reference and review. In the unlikely event that our
team is unable to resolve an issue during the initial call, a follow up call will
be made with an updated resolution status.
Live Click-to-Chat Support
Need customer service, but don’t want to use the phone—provide us with your customer
information in the provided Click-to-Chat pop-up window, type your need and we will
respond via
Click-to-Chat.
Click-to-Call Support
Need customer service and you want us to call you back—provide us with your customer
information and telephone number in the provided
Click-to-Call
pop-up window and we will call you back within an hour. Any requests received between
5:30 pm – 6:00 pm MST, Monday to Thursday and 4:30 pm – 5:00 pm, Fridays that we
are unable to respond to by end of the business day will be addressed the following
business day.
Online Knowledgebase
Offices can view the same knowledgebase articles our support technicians use online
24/7. The online knowledgebase can be accessed through the
Resource Center.
Online Support
Support can connect to offices using a BOMGAR secure Citrix connection, VPN/Citrix
or modem connection. New updates and shadowing (monitoring the user’s exact screen
movements to see where they are having problems) are two ways this option is most
used.
All offices sign a Business Associates Agreement prior to the initial installation
to safeguard your patients’ PHI.
Dentrix Enterprise Support Tools
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ACD Call Routing:
Dentrix Enterprise support uses one of the best industry standard ACD systems, Avaya.
This system will route all incoming calls to the next available support technician.
Average wait time for Dentrix Enterprise calls is less than 2 minutes.
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Call Tracking Database:
Dentrix Enterprise support uses one of the best industry standard Call Tracking
systems, Seibel Call Center. This system will allow tracking of all customer information
needed to provide world class support, including products, versions, contact information,
and detailed call log histories. This provides support technicians with all the
previous problems and solutions that have been reported to support.
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Knowledgebase:
Dentrix Enterprise support uses one of the best industry standard knowledge database
systems, nGen. nGen is a symptom-fix database that allows the support technician
to query on symptoms, software messages, and other details for resolution.
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Online Support:
Dentrix Enterprise support uses BOMGAR secure Citrix connection, VPN connections
and modems to access customer computers remotely for the purpose of shadowing the
user when questions or issues arise, as well as assist in installing new product
builds or help with other database troubleshooting.
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Statistical Analysis:
Dentrix Enterprise support management uses many reporting tools to analyze call
trends, staffing levels, call types, call lengths, call peaks, etc. to refine processes
and ensure support quality coverage for our customers.
Follow Up
Messages left in voice mail or email will be returned within 1 hour. Issues that
need research will be called back within 24 hours.
Support Fees If You Don't Have a Current Customer Service Contract
If you are not currently subscribed to a Dentrix Enterprise Customer Service Contract,
you will be charged $200.00 per incident.
Dentrix Enterprise is closed on the following days:
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UNITED STATES HOLIDAYS
 |  |
| January 1 | New Year’s Day |
| May 25 | Memorial Day |
| July 4 | Independence Day |
| September 7 | Labor Day |
| November 26 | Thanksgiving |
| November 27 | Day After Thanksgiving |
| December 25 | Christmas Day |
|
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Additional Services Available*
Dentrix Enterprise Professional Services
Have you or your staff ever considered how specific modifications in your enterprise
software could even further simplify and streamline your clinical processes? You
might have thought that those features were so specific to your organization or
so insignificant that they would never be offered in the enterprise software.
Learn More
*Not part of a Customer Service Contract