Remote Monitoring System (RMS) Frequently Asked Questions What is RMS and how does it work? RMS stands for Remote Monitoring System. It is a program installed on your practice management server that monitors the health of your system and enables you to receive proactive support and certain software updates from Sage. It is currently running on tens of thousands of machines owned by Sage customers and available for Sage Medical Manager customers, in addition to customers using other Sage practice management systems. Using a secure Internet connection, RMS polls your system for specific information which it compares to established operating guidelines. Based on the data that it is reading, RMS identifies “out-ofguideline” conditions, alerting either you or a Sage technician to take appropriate action. What type of information does Sage monitor with RMS and what do you do with this information? For Sage Medical Manager customers, the following operating guidelines are monitored: • Disk space usage, enabling Sage to alert you in advance if you are running out of disk space • Excessive system usage, enabling Sage to alert you if there are any “runaway” processes on your system • For customers with ePrescribing, Rx EDI errors, enabling Sage to alert you that there is a problem in the electronic transmission of a prescription When RMS detects an issue in one of these areas, the system automatically logs a service request. You can view these Service Requests on Sage Support Center at https://online.sagehealth.com. You can subscribe to receive alerts via Sage Messaging. Visit the Sage Messaging page on Sage Support Center to learn more. These alerts will provide you with links to Solutions. In some situations, the system will alert a Sage technician and they will call you to follow-up. What type of software updates can Sage provide using RMS? You can also leverage RMS to receive two types of software updates: • Patches that fix known software errors • Visibility of EDI formats, enabling you to send electronic claims that meet new insurance requirements and being better positioned to handle regulatory requirements like 5010 RMS will send these updates as downloads and allows you to run the installation at a time of your choosing rather than having to contact Sage via phone or having a CD mailed to you for installation. How much does RMS cost? RMS is included as a value-added service under your annual software support agreement! Customers who are not currently under contract may call 877.932.6301 and select Option 1 to renew. Sage Medical Manager RMS FAQ Confidential 2/2/2010 Page 1 ©2010 Sage Software Healthcare, LLC. All rights reserved. Sage, the Sage logo and Medical Manager are registered trademarks or trademarks of Sage Software Healthcare LLC or its affiliated entities. All other trademarks are the property of their respective owners. What system and network requirements must I meet to receive RMS? To enable RMS on your server(s), you will need a high-speed Internet connection (such as DSL, cable, T1 or fiber-optic broadband). Because your server will be connected to RMS through the Internet, you will need network security in place, including anti-virus and firewall protection. If you would like more information on anti-virus and firewall protection please call 877.932.6301 and select Option 1. Is RMS really safe and secure? RMS is outbound only and uses a secure server-to-server connection to collect and report only very specific information containing only system statistics. RMS does not poll or report on any personal health information. Again, any network connected to the Internet should be protected (see above requirements). Will my staff need any special knowledge or training to use RMS? RMS requires no intervention by your staff, and therefore no training is required. How do I get RMS? To receive the benefits of RMS, please contact Sage Technical Support at 877.932.6301 and request installation of RMS. Sage Medical Manager RMS FAQ Confidential 2/2/2010 Page 2 ©2010 Sage Software Healthcare, LLC. All rights reserved. Sage, the Sage logo and Medical Manager are registered trademarks or trademarks of Sage Software Healthcare LLC or its affiliated entities. All other trademarks are the property of their respective owners.