Client Support

Support Overview

Client support after the initial installation, design and user training takes the form of 90 day telephone support. After this initial period WorkFlow Solutions offers continued telephone support and a special service under an annual contract. The special support service is called @Backup which can provide you with the confidence that your installation is secure and where -- losing data will never occur.

@Backup System Objectives

To archive the initial Dragon NaturallySpeaking user speech files and installation design.
To backup on a scheduled basis, the user's speech files, vocabulary, voice commands and templates
To provide WorkFlow Solutions with the ability to remotely access, monitor and rollback any of the above speech files
To store The Dragon error log file so that WorkFlow Solutions or ScanSoft Corp. can troubleshoot problems remotely
To eliminate the need for WorkFlow Solutions to access your local area network to support the speech recognition system

To Sign Up for an @Backup Trial -- Click Here

@Backup System Description

An online data protection service for laptop and PC users for automatic off-site storage of critical computer files to protect them from hardware failure, theft, disaster or human error. A safe, reliable, more convenient alternative to traditional backup methods. The @Backup features are:

Automated, self installing application. You can sign up via our web site or the link below.
Automatic scheduled backup, day or night, with error-free verification.
Secure access by Internet anytime or anywhere. Ideal for mobile laptop users.
Compresses and encrypts files off-line to reduce connection times.
Easy to select the files or folders to protect with one mouse click.
Seamless integration and right-click access.
Convenient to download backup files anytime, anywhere via the Internet.
90-day multiple file version archiving and restore.
Physical security is provided at the remote storage data center.
No capital equipment investment or computer support personnel is required.
Data confidentiality and encryption is provided. Only an assigned password can decrypt the data.
WFS can support the ASR System without accessing your office local area network.

Key Files to Back Up

The Dragon error log -- dragon.log
Each user's current folder which contains speech files, vocabulary and voice commands
Any templates -- Dragon NaturallySpeaking or Microsoft Word that were designed for the installation
Any special instructions that were created for the installation or individual users
Special Vocabulary Backup -- Periodically -- once every two weeks -- each user's specialty vocabulary needs to be exported manually on-site and then it can be backed up as a part of the above automatic on-line process. We shall provide you with the instructions to do this.

Installation Details

The initial backup storage contract would be 100 MB per user. At the time of installation, we would define what files are backed up, at what frequency and perform the set up. Set up requires connectivity to the Internet via: dial-up phone line; DSL or cable modem. The connection can be temporary -- in the case of a notebook computer. For an office desktop computer, you can use a phone line but it should be isolated from your office telephone system. The cost of this service is included in the $400 per user per year prepaid annual support contract -- see support contract details. Of course, these costs do not include Internet access charges and will increase by $50/year if the total storage exceeds 100 MB but is less than 200 MB. For workstations that have multiple users (communal style) the total storage would multiply by the number of users. Including vocabulary we estimate that initially 50 to 60 MB per user would be necessary. @Backup has a storage limitation of 2 GB maximum per account ID.

Patient Medical Record Storage Discussion

This @Backup System can also be used to backup your patient notes/charts. You may exclude this data from what we setup or you may include it -- at least initially until you’re comfortable with accessing the data and restoring the data remotely from any PC, anywhere and any time. Individual patient note files produced by our chart system are in MS Word format and can range from 2 KB to 20 KB -- assume an average of 12 KB. An initial visit/history file could be up to 80 KB. Therefore, if the number of visits per year were 40, then the storage requirement per patient per year would be 40 x 12 + 80 = 560 KB -- round this off to .5 MB per patient per year. For 400 active patients the storage requirement would be 200 MB. If 5 years of active notes are kept then the total storage would be 1 GB. Since the total storage includes charts as well as notes then the 1 GB would need to be doubled to 2 GB. We feel these estimates are very conservative. If this much storage were desired, then you should begin to think about archiving old patient data or the data could be split into another storage account.

Link to Sign Up for @Backup Click Here

Voice: 413-732-7321 -- Fax: 413-732-1616 -- e-mail: ken_fetterhoff@wfsco.com


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