ImproMed Support

ImproMed Support

Call us at 800.925.7171 Monday-Thursday
Friday
Saturday
7:00AM - 8:00PM CST   (ADV+ and DVM til 7:00PM CST)
7:00AM - 6:00PM CST
8:00AM - 2:00PM CST
Use Quick Support >> Launch iCAN >> Holiday Support Hours >>

Need Help? Call our support team now at 800.925.7171

Choose your level of support

As a valued ImproMed customer, you have several support options tailored to meet the needs of your practice.   We offer top-notch support for Infinity, Triple Crown, and Advantage+, as well as DVM Manager, Vetech Advantage, Sunpoint, Winvet and ImproMed DOS

ImproMed Support

Quick Support

Quick Support allows an ImproMed support technician to securely access your computer to fix any issues you may have.

ImproMed Support

Telephone Support
800.925.7171

Monday-Thursday | 7:00AM - 8:00PM CST
(ADV+ and DVM til 7:00PM CST)
Friday | 7:00AM - 6:00PM CST
Saturday | 8:00AM - 2:00PM CST

ImproMed Support

iCAN Online Support

Log into the ImproMed Community Access Network to access support chat, message board forums, forms community, webinars and much more.

ImproMed Support

iCAN Online Support

Log into the ImproMed Community Access Network to access support chat, message board forums, forms community, webinars and much more.

ImproMed Support

VetWeb Support

VetWeb is used to test your data in a remote environment
before you install your Infinity, Advantage+ or Triple Crown product.

Other ImproMed Support Options:

2017 Observed Holidays:

We are open our regular business hours unless otherwise listed below.

Memorial Day:
Monday, May 29: CLOSED

Independence Day:
Tuesday, July 4: CLOSED

Labor Day:
Monday, September 4: CLOSED

Thanksgiving:
Thursday, November 23: CLOSED
Friday, November 24: CLOSED
Saturday, November 25: 8:00AM-2:00PM CDT

Christmas:
Monday, December 25: CLOSED

New Year’s:
Sunday, December 31: CLOSED
Monday, January 1: CLOSED

After hours ImproMed Support:

We're pleased to be able to provide clinics with after-hours emergency support as a supplement to our fully-staffed support hours. With ImproMed After-hours Emergency Support, members of our experienced support staff are on pager duty to help you with your after-hours emergency support needs.

Emergency support is available to specially registered after-hours support clients, OR you can receive Emergency Support for a $50 initiation fee and a fee of $6/minute. This special support includes all major holidays. Registered clients can receive emergency support for $300/year and $3/minute when used.

THIS IS A PAGER BASED SERVICE. After regular support hours our answering service will receive all incoming calls. An ImproMed staff member will return your call as soon as possible.

Conditions:
ImproMed after-hours Emergency Support is limited to customers who purchase & register for the ImproMed Application Support, OR those that agree to the $50 initiation fee and $6/minute. After-hours Emergency Support is not automatically included with the standard ImproMed Application Support. After-hours Emergency Support is available through toll-free telephone, modem, or router connections, during non-regular ImproMed business hours.

Application:

ImproMed Application Support (IAS) provides complete and continuous advisory support for software developed by ImproMed and select third-party software that integrate with ImproMed application programs. New releases, enhancements, and updates are available to subscribers at no additional software cost.

Conditions:

The first three months of ImproMed Application Support (IAS) is included with all new account contracts only. Thereafter, quarterly or annual support fees are based on the products purchased. IAS support is available through toll-free telephone or internet connections during regular ImproMed business hours.

Case by case:

Should your practice opt not to purchase an ImproMed pre-paid support plan, ImproMed offers Case-By-Case Support. By providing this level of support, every ImproMed customer, regardless of support status, is assured quality hardware, software and operating system support. The fee for this support varies on the amount of time spent on each issue.

  • Available to all ImproMed customers not on a pre-paid ImproMed® service support plan
  • Available to all ImproMed customers on a pre-paid plan of which does not cover the issue (i.e. a virus)
  • Consultation on hardware, off-the-shelf software, and operating system purchases

Conditions:

Case-By-Case Support is available on a per-call basis through toll-free telephone, modem, or router connections, during regular ImproMed business hours. After-hours software update, OS installation, and hardware install/swap are by appointment.  Call (800) 925-7171 for pricing and availability.

Hardware coverage:

We offer an extended warranty coverage on hardware purchased through ImproMed and is available to customers who purchase ImproMed Application Support. It includes, but is not limited to:

  • Telephone support or diagnosis
  • Replacement or repair of any covered part(s)
  • Assistance in configuration or system set up (by appointment)
  • Loading and reloading of system software and operating system
  • Reconfiguration of equipment
  • Retrieval of ImproMed data
  • Consultation on hardware, off-the-shelf software and operating system purchases

Conditions:

ImproMed Hardware Support (IHS) is only available for hardware purchased through ImproMed. Following the initial 90-day free period provided by ImproMed quarterly or annual fees are based on the client chosen covered items. Hardware Support is available through toll-free telephone and internet connections, during regular ImproMed business hours.

Operating system coverage:

If you maintain hardware coverage on your ImproMed equipment, we automatically provide Windows operating system coverage at no additional cost. If you don’t opt to cover your hardware under your ImproMed coverage, or you have third party servers and workstations, we encourage you to cover your operating system.

Conditions:

The quarterly or annual fee is based on the type of system purchased through ImproMed®. Operating System Support is available through toll-free telephone, modem, or router connections, during regular ImproMed® business hours.

ImproMed Support

Download the iCAN Mobile App!

The ImproMed support team is available right from your smartphone! You can post or search message boards, watch videos or listen to podcasts, even submit support requests. With iCAN, the entire team is in the palm of your hand.

Learn more >>
ImproMed Support

What our clients are saying:

In the event that technical support is needed, the staff at ImproMed responds quickly and always solves our issues in a matter of minutes. They are always eager to help.

Mitchell Kornet -
Mid Island Animal Hospital

The customer support is great and if they can't figure out the issue, they ask for help and make sure it gets resolved.

Ellen Moyer -
Lone Mountain Animal Hospital

After the software was installed for a few months, we found we had many questions and there were some things that we would love to have customized. Maggie Howes was in town working with a different clinic and finished early, she gave up her free time and spent the rest of the day with us. Teaching us, helping us. Tweaking the software to fit us, showing us how to use it FOR US. Now that is what I call service!

Kim Jacobs, CVMP -
Corinth Veterinary Clinic

Customer service is top notch - they are always available when you need them and can troubleshoot problems easily and remotely! I am very glad that I made the decision to go with Infinity.

Dr. Cheryl Morales -
Cypress Lakes Animal Hospital

Tech support is readily available as well as fast, friendly and knowledgeable. Hardware support and software support is at your fingertips by phone, live chat or email.

Alinda Higgins -
East Lake Hospital for Animals, LTD.

I have had a very good relationship with Impromed and the Advantage+ team. I have never called and not talked with a "real person" during normal hours. If I request assistance for a non urgent matter, I usually get a call back within 24 hours and often within just a few hours. For an urgent matter, they have always been on top of it.

Ryan DesJardis -
At Home Veterinary Services


Call us at 800.925.7171 to get started today