Arrendale Associates, Inc.

Support Center Tools

Arrendale has made substantial investments to deliver a top-notch support experience for all of our customers. Our most important asset is our staff of Support Center technicians. These analysts are carefully selected based on attitude, aptitude, experience and industry certifications including A+ and network+ certifications. Pre-employment testing and detailed training help us maintain a team of motivated, empathetic and courteous analysts, eager to fix your issues correctly the first time.

Arrendale Proprietary Tools

AAI incorporates On-line help in TA⁺ applications, allowing many questions to be answered by clicking the help icon within the application. For instance, when creating templates, a listing of patient variables is available on-line with their spacing requirements. Customized physician dictation instructions can be automatically printed out after Dictate⁺ system set up. The TA⁺ training video library is helpful for physicians using our electronic signature and for typical system users including supervisors, transcriptionists and editors. Arrendale's ticket tracking system and customer option to enter tickets online completes AAI's support software components.

Third Party Tools

We conduct live PC support using a desktop streaming product that allows technicians to take control of a remote desktop in order to install a client-based application or to troubleshoot a misbehaving PC. The Support Center proactively manages all servers, utilizing a real-time server monitoring product to provide alerting and reporting of remote and onsite server performance. This monitoring tool notifies the AAI Support Center immediately if a customer's on-site server is experiencing Internet connectivity issues or hardware failure. A Support Center technician will notify hospital IT staff, if hospital assistance is needed to re-start a server or restore connectivity.

Data Hosting

In addition to our own data center, Arrendale contracts with a premier data hosting vendor to provide dual Internet service for our customer's continuous up-time. Arrendale uptime has been over 99% consistently each year since data center inception in 2001.


Customer Support	Support Center Tools Arrendale has made substantial investments to deliver a top-notch support experience for all of our customers. Our most important asset is our staff of Support Center technicians. These analysts are carefully selected based on attitude, aptitude, experience and industry certifications including A+ and network+ certifications. Pre-employment testing and detailed training help us maintain a team of motivated, empathetic and courteous analysts, eager to fix your issues correctly the first time. Arrendale Proprietary Tools AAI incorporates On-line help in TA⁺ applications, allowing many questions to be answered by clicking the help icon within the application. For instance, when creating templates, a listing of patient variables is available on-line with their spacing requirements. Customized physician dictation instructions can be automatically printed out after Dictate⁺ system set up. The TA⁺ training video library is helpful for physicians using our electronic signature and for typical system users including supervisors, transcriptionists and editors. Arrendale's ticket tracking system and customer option to enter tickets online completes AAI's support software components. Third Party Tools We conduct live PC support using a desktop streaming product that allows technicians to take control of a remote desktop in order to install a client-based application or to troubleshoot a misbehaving PC. The Support Center proactively manages all servers, utilizing a real-time server monitoring product to provide alerting and reporting of remote and onsite server performance. This monitoring tool notifies the AAI Support Center immediately if a customer's on-site server is experiencing Internet connectivity issues or hardware failure. A Support Center technician will notify hospital IT staff, if hospital assistance is needed to re-start a server or restore connectivity. Data Hosting In addition to our own data center, Arrendale contracts with a premier data hosting vendor to provide dual Internet service for our customer's continuous up-time. Arrendale uptime has been over 99% consistently each year since data center inception in 2001.