Customer Care

Our Customer Care Center team comes to the office everyday prepared and ready to keep our clients' practices running smoothing, seamlessly and stress-free.

Our Customer Care representatives and on-site technicians are not your run-of-the-mill service reps. It is critical by Pact-One standards that our technicians achieve a high level of experience and training before even joining Pact-One. Each has undergone a rigorous selection process and invests the time and energy to become accredited in dental practice management software and diagnostic equipment. Once accreditation is complete, the technician works in tandem with senior technicians, assuring they are given the Pact-One seal of approval before administering to your network.

Our on-going support service options include everything from phone support, to on-site service at an hourly rate, to an all-inclusive support agreement.

On-site Service - Our support team is committed to being responsive to you, if and when you need us. We work to expedite your requests and schedule service to be as unobtrusive to your patients and practice as possible. Hourly rate.

All-Inclusive Service Agreements - We know how expensive downtime is to your practice. Our pro-active monthly maintenance & support options are designed to fit every budget, and more importantly, prevent problems before they occur. With our highest level service plan, no matter how often you need us your Service Agreement has you covered, allowing you to focus on the business of dentistry.

We offer three tiers of All-Inclusive Service Agreements:
- Basic
  Unlimited phone support: When issues arise, we have "live" client service representatives waiting to assist
- Gold
  - Unlimited phone support
  - Unlimited remote support
  - Quarterly maintenance on computer equipment
  - On-site practice management software upgrades
  - Annual internal cleaning on all covered hardware components
  - Internet setup and e-mail maintenance
  - LAN (Local Area Network) and internet user/security administration updates
  - Updates and verification of anti-virus and spyware scanning programs
  - Scanning, cleaning and removal of spyware/malware
  - Guaranteed response time
- Platinum
  - All of the above items.
  - Unlimited on-site troubleshooting and repair of hardware and/or software issues
- Managed Service Agreement - With managed services we proactively monitor servers, workstations and other network devices to prevent downtime and correct issues before they take down a practice. Our Platinum support agreement includes the monitoring of the server and workstations, printers and firewalls can be monitored as well for an additional fee.

"To all my friends at Pact-One, thank you to Joannie, Marie, Mike, Adoni, Jake.... hopefully I am not leaving anyone out! From the phone call to Customer Care all the way to the end solution, the prompt, professional care that we were given was the best I have experienced in my 15 years of dentistry. You are all very professional, friendly, and you have attitudes that show you enjoy what you do. We are so happy to have found out about you and your different levels of customer support. We thought being a 'platinum' member would be good, but your company really puts 'platinum' into action, making sure that we get your utmost attention and top-notch support. You have all made my job less stressful, and more enjoyable knowing that you are here at the drop of a-ha. There was one particular incident that started at 5:00 pm when our server would not power up. If we hadn't gotten your help we would have had to reschedule the next day's patients and may have lost a whole day's production. However, Joannie had Mike call me right back, and Mike arranged for Jake to arrive at 8:00 am the next day. When I came to work at 7:45 am, Jake already had the server up and running! And while he was here he took care of some other things that we needed done. Unbelievable!"
Helen McKeown, Financial Administrator, Henry Rued, DDS