What Actions Qualify an Account to Have Support:

With the complicated way our Accounts can be, it can be tough to figure out who has support and for what. Below are some guidelines to follow to help determine if a practice should be provided support, and for what products that support extends:
Note - You may have to look in Salesforce at Apteryx Support Information on an Account's Details for dates, or under Assets for purchased packages, or Opportunities for purchased packages, or under Parent Accounts for all of the previously mentioned things.

• Active Apteryx Customers All Apteryx customers have support included in their monthly payments. Unless their Apteryx site has been suspended (which can be checked from the Apteryx Sites page), or otherwise notified as 'on financial hold', all Apteryx Hosted Apteryx customers have support. Support covers Apteryx, XVCapture / XrayVision DCV, and DataGrabber (if included).

• DataGrabber Support - 1 calendar year of software support for DataGrabber. Includes software maintenance and updates. Single location.

• XV4 Support - Expires 12/31/22 or sooner (review Salesforce) - can convert to token
  XrayVision Version 4 Sunset Announcement – Apteryx (planetdds.com)

• XV3 Support - Expired 12/31/21 - Trial extensions ONLY
  XrayVision Version 4 Sunset Announcement – Apteryx (planetdds.com)

• XVL Support - Expired 12/31/21 - Trial extensions ONLY
  Sunset Announcement of XVLite – Apteryx (planetdds.com)

• Sync Support - Tied to active XV4 support.

• Tuxedo Imaging - Requests for assistance with Tuxedo sensors or hardware should always be sent to Tuxedo Imaging team using applicable macro.

  

Exceptions:

Below are a list of the customers who DO NOT get support, even though at first glance it would make sense that we would provide it:

• DentiMax Customers DentiMax (a reseller) has requested that all DentiMax customers be redirected to DentiMax Support and NOT be helped directly by Apteryx Support. If Dentimax reaches out directly, we would speak and work directly with Dentimax, and they would relay any communication to the customer.

• Unresponsive Implementations - Offices that are not responding to planned implementations meetings will be notified by their IC of the concerns. If tickets are submitted from an office with this concern you should see the Tag Instructor notify you to of the issue. Direct the ticket to the implementation coordinator. Feel free to use the below quote in your reply.

Hello and thank you for reaching out to us. We would be happy to assist you with your issues as it relates to your legacy imaging software. In order to offer this, we require your office to maintain regular planned discussions with our Implementations Team. So far, we unfortunately have had complications reaching you, and additionally finding availability with you to organize these discussions for successful onboarding of the Apteryx product you purchased. Please reach out to our Implementations Team as soon as possible to establish and maintain a regular cadence of discussions to help you onboard with Apteryx. Once our Implementations Team advises us that you are caught up, we would be happy to assist you further with your legacy software concerns.

• Patterson FUSE Customers Even though FUSE customers use Apteryx/XVCapture, Patterson Support is their contact for all technical support. Unless a Patterson Tech is on the line, or an email/web-portal ticket has been instigated by a Patterson Tech, redirect the customer to Patterson Support.
  Note - FUSE customers are notoriously difficult to even find within our systems (Salesforce or Zendesk), and, even if found, may not reflect their current FUSE customer status. If you think you found their account, please verify the account information (phone, address, etc…).

Reseller IT:

If a reseller IT (for example, DarkHorse or Kapricorn) submits a ticket but the office does not have support, we would still support them if their IT put in the ticket.

The exception to this is support for XV4/XV3/XVLite. These follow the same support rules as any other customer.