See Apteryx Product Support Types for chart’s icon legend. Each reseller whose tickets we handle in a way that’s non-standard should have its' own place on this chart with a section below explaining anything that’s different and why.

resellers.xlsx (sharepoint.com)

Patterson Fuse

Patterson Fuse is a cloud-based Practice Management software. Customers are only sold an integrated solution from Patterson Fuse to Apteryx. Apteryx is embedded in an iFrame in Patterson Fuse. Users are managed through Patterson Fuse. Patterson bridges customers from Apteryx embedded to XVCapture as-needed using the Apteryx Interop. AI(Pearl) may be sold by Patterson. Apteryx Online Capture is not made available to them yet.

Sensei/Carestream

Sensei is a brand of Carestream. They do not use XVCapture/DCV/Apteryx Online Capture at all. They use Carestream Imaging 8 (CSI8) or newer to take images and send them to our Apteryx. CSI8 is supported by Carestream, Apteryx Tier 1 support is provided by Carestream. If they are unable to resolve, they submit support tickets to us for Tier 2 support. Mutual customers should only be directly supported if Carestream submits the ticket on the customer’s behalf and requests that we contact the customer. Tickets submitted by Carestream will only allow Internal Comments which will update the Carestream ticket requester. Public Comments cannot be used. If you work with a mutual customer, you can share the resolution via phone call, but any email communication for steps to resolve should be provided to Carestream support and they will provide it to the mutual customer.

Note: Our agreement with them only covers the ability for CSI8 to upload images to Apteryx. If they would like to also retrieve/download images from Apteryx to CSI8, that would require them working with our Vendor/Partnership contact, which is Chris Hadziev at the time of writing this.

Thrive Cloud / PracticeWeb

Thrive Cloud is a cloud-based Practice Management software, also known as Practice Web. They should be owning T1 Support and onboarding, but they may need a little more help ramping up over time compared to Patterson or Carestream. They should have access to our conversion, training, and install calendars to book themselves. For Support, they may do some light tier 1 but regardless, they should be submitting tickets on the mutual customer’s behalf to us like Patterson and Carestream currently do. We just may not be asked to work with the customer directly - as long as they have told us that in some way then we’re good to support them directly.

Thinc Forward

Thinc Forward is a new reseller of Apteryx as of January 2025. They are a 3rd party IT company that services some of our largest DSO customers, and is already assisting with implementing our software for mutual customers. For now, the highest level point of contact is Tom Barberio on their end and Chris Hadziev on our end. We will add more to documentation for this reseller over time. If you need any information that is missing from here, please reach out to Tyler Weaver or Mike Satterfield over Teams for assistance.

Dentalaire

Dentalaire is no longer an active reseller, however they still provide support for an OEM version of XrayVision DCV known as Dentalaire DTX to existing veterinary clients. They do not utilize Apteryx, and instead use DTX to store an on-prem database and/or forward images to a self-hosted PACS. They often do not utilize token licensing either - if they request to reset a legacy registration number, we can do so.

Sigma

Sigma is a vet clinic reseller. They tend to do some of their own support, but it’s unclear how much. They usually come to us for license resets or token conversions for DCV/XV4/DG. They do not resell Apteryx. Since their customers are usually vet clinics, we do not have an upgrade path to Apteryx for them. However, since DCV is technically not a sunset product, we can support them in use of DCV in its' basic capacity. We can show them where to set up DICOM endpoints to a PACS of their choosing if they need the help. But any defects or abnormal use that you would not have issues with if you were using Apteryx cannot be resolved. Time spent working with them should be relatively minimal.

Jazz Imaging

Jazz Imaging is a former reseller of legacy Apteryx products, such as XrayVision 4 and older. As of April 2025, they have announced that they are terminating all services related to their rebrand of XrayVision, Jazz Harmony effective May 1, 2025. PlanetDDS has voided most of their tokens and legacy licenses (some are still active depending on license/subscription type). Going forward, we will not be converting their legacy licenses to token and all customers requesting support must be redirected to Jazz Imaging for support on the legacy products. If they are looking for solutions from us, they can be referred to Sales as we would any other legacy support request. Termination was confirmed in this Zendesk ticket. They also requested we do not cancel these two tokens: 8C75-685D-7B04-DCE9-991F-F23E , DC75-685A-0630-D226-E47B-ABF6. Keith has informed them we cannot leave them open for long without any form of billing in the referenced ZD ticket. If Jazz specifically requests a license reset or conversion to token, Support Leadership may authorize a conversion to token, but only after confirming the license has not already been voided in Legacy Registration Manager.