eHealthApp

Technical Training & Support Policy

Effective: November 1, 2008

Overview

As eHealthApp grows, we continue to evolve our policies and procedures in order to ensure that we can offer eHealthApp at a fair and equitable price while providing superior customer service. What we have found over the last couple of years is that brokers that use eHealthApp extensively only bring support questions and issues to us every once in a while. When they do, it is usually a request for a new feature, questions about a new capability, or a real bug. On the other hand, brokers whose use of and familiarity with eHealthApp is limited tend to have significantly more support questions and require multiple training sessions.

While we would like to offer free, unlimited support forever, we’ve had to make changes to our Technical Training and Support policy in order to keep up with the ever wider use of eHealthApp. This document establishes our new Technical Training and Support Policy.

This revised training and support policy will benefit the great majority of brokers who have spent time learning how to get the most out of the eHealthApp system. This support policy will also allow us to spend more concentrated time offering scheduled group training and support sessions for all customers. The end result will be a better eHealthApp system.

For those that desire to let someone else handle the broker administration duties, eHealthApp offers these services for $35 per hour. Please contact sales@ehealthapp.com for more information.

Training

Training is the process of teaching brokers and broker administrators how to utilize the various features and aspects of the eHealthApp system. For firms within their first 180 days of using the eHealthApp system, unlimited support and additional private training sessions are available upon request and free of charge. After the initial 180 days, firms may request additional private training sessions for $35/hour.

In addition to the private training options mentioned above, we will provide training to all brokers and broker administrators in an online group setting, according to the following schedule:

Open Training and Q&A (twice a week):

Each week, we will host two open forums, offering an opportunity for brokers to speak live with eHealthApp staff about features, processes, and unfamiliar functionality. Brokers can dial in (and log on via GoToMeeting) and pose their questions to staff.

Structured Training Sessions (four times per month):

We will offer four standard training sessions each month, targeting different levels of expertise with each session. The training sessions are listed below:

Agent Training

Even if you have broker admins that typically utilize the eHealthApp system, as an agent you will want to be familiar with all of the functionality available so that you can properly market this value-added solution to your clients. This session covers the full range of eHealthApp’s capabilities without getting bogged down in technical details.

Broker Admin Training

The following classes are specifically designed for broker admins and agents who are responsible for shepherding group and individual clients through the quoting and enrollment system. Unlike the agent training, this session is more of a how-to, with detailed information on using the system’s various features and functions.

Level 1 (Working with Groups):

This session will cover the process of creating a group, setting up applicants, monitoring status, selecting carriers, attaching documents for the group, and submitting to the carrier. All broker admins new to the eHealthApp system should attend this session. Please ask your broker to create a broker admin account for you prior to attending training.

Level 1 (Working with Individuals):

This session will cover the process of moving individual applicants through the eHealthApp system. Topics including creating an individual “group”, adding applicants, monitoring status, selecting carriers, attaching documents/cover sheets for the applicants, and submitting to the carrier. All broker admins new to the eHealthApp system should attend this session. Please ask your broker to create a broker admin account for you prior to attending training.

Level 2 (Additional Documents):

This session will cover how to assign different documents and applications to a group (i.e. dental, vision, disability), upload new applications/forms, and create an HR/employee benefits portal for your customers using eHealthApp. At least one of the Level 1 Broker Admin Training classes must be completed prior to attending this session.

New Features Training Sessions (varies):

Typically, we release updated versions of our software every one to two months. After each release that includes any significant new features, we will hold additional training sessions for these new features. We strongly encourage all broker admins to attend these sessions in order to keep their skills current and avail themselves of the latest advancements.

Support

Support is the process of helping users accomplish a given task when the system is not responding as expected. Brokers and their admins are offered training free of charge and a variety of training classes are offered on a regular basis (see above). eHealthApp encourages brokers and broker admins to take advantage of these training opportunities in order to avoid potential support costs.

Broker Support Policy

The following describes our support policy for eHealthApp.

First 180 Days

When a new broker signs the eHealthApp user agreement (contract), we will provide six months (from the date of the contract) of unlimited support and training to broker personnel. In most cases, training will be conducted online rather than in person. Support requests should be submitted to . You should expect a response within three hours of your request, Monday through Friday, 8:00 a.m. MST to 6:00 p.m. MST.

After 180 Days

After six months of using the eHealthApp, a broker and/or the broker’s administrator(s) should be proficient with the system. If your agency hires new brokers or administrative staff, you can train these team members by utilizing your existing staff and/or by having them attend our public training sessions. Private training sessions are also available for $35/hour.

If you need support after 180 days, there will be a charge of $35 per hour (1 hour minimum) for technical support. Please note that we may not be available when you need help the most, so please take steps to increase your proficiency utilizing the eHealthApp system or sign up for our broker admin services in advance.

If you believe that you have found a bug, or are receiving some other kind of error, please see the Bugs and Errors section below for additional information.

End User (employer/applicant) Support Policy

Brokers are responsible for directly supporting their customers. Customers who call or contact eHealthApp will be referred back to their HR departments or brokers for assistance. For this reason, brokers need to be familiar with the system and, in particular, the user experience for applicants. If a user is getting an error message and the broker is unable to troubleshoot, it is the broker’s responsibility to capture the content of the error message and provide that to eHealthApp for troubleshooting. If there is not a bug in eHealthApp, then a $35/hour charge will be assessed to the broker.

Bugs & Other Errors

All software, including eHealthApp, has the occasional bug that causes the software to malfunction. When bugs do arise, please contact us by sending an e-mail to . Please include in your e-mail as many details as you can about the problem that you are encountering. If you are receiving any error messages, please copy and paste the error message into your e-mail message and we will promptly address it free of charge. If we determine that there is no bug or error and instead this is a training issue, we will ask if you wish to continue receiving assistance utilizing our paid support at $35 per hour (1 hour minimum).

Feedback

We always welcome suggestions and ideas from eHealthApp users. If you have suggestions, ideas, or would just like to discuss with us where we are going with eHealthApp, we would love to hear from you. Contact and we will arrange for a time to meet with you to discuss your ideas and suggestions.

Note: eHealthApp reserves the right to change our support policy at any time.

Download as PDF