Training and Support

Training

In order to ensure that your system is properly set up and the correct procedures for handling information are put in place, each new Needles client must undergo initial training and implementation with a certified Needles training consultant. Needles trainers are certified each year at an annual “Train the Trainer” event, where they are kept abreast of the most recent additions to the program. Needles training may be conducted in person at your office, at our Needles office, or advanced trainings may be conducted over the Internet. For new Needles clients, an initial training agenda is always provided. We also offer a comprehensive User Manual within the program and an array of seminars and other educational opportunities. Training topics may include initial training, new employee training, document coding, advanced training, etc.

Support

Clients have access to the Needles Technical Support Team Monday through Friday 8:30 am until 5:15 pm Eastern Standard time, and at all other times 24 hours a day by pager for emergency support. When calling during business hours, you will always be connected to a live person and not an automated answering service. In order to ensure that all Needles clients are served promptly, our company policy disallows the use of voicemail.

Your support agreement with Needles includes many valuable features including:

• Access to the Needles technical support team
• All upgrades to the Needles program
• Needles client UserGroup meetings
• Access to the "client only" section of the website, which contains many instructions to common questions about Needles.

Cancellation of Needles Training Policy: As a general rule, because of massive pre-training preparations, Needles trainings of any type, (including WebEx), are not cancelable. However, if training must be cancelled or rescheduled due to an emergency, you (the client) are responsible for any expenses already incurred by the trainer (such as airline tickets, hotel deposits, etc.) If the training is cancelled or rescheduled less than five days before it is scheduled to occur, there will be a cancellation/change charge for the full amount of the training or $680.00, whichever is the lesser of the two.