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Support & Services

User Comments

Corepoint

  • “The best support staff I have every run across. Answer your question on the phone or remote into your system to help diagnose the issue.”
  • “The user community and knowledge base is very small compared with our previous Cloverleaf engine. It’s hard to get information from other users.”
  • “Support services are TOP SHELF! Their engineers are patient and helpful. I have yet to encounter an issue or question that they were not able to help with in a reasonable amount of time.”
  • “Probably the best support staff I have ever dealt with, and I have dealt with many in my 10 years in Medical IT. When you call, you get a knowledgeable technician who remotes in to your server, and helps you fix your issue right on the spot. Once the call is over and the issue is resolved, you get a nice email summary of the support encounter. NO visiting a website to enter tickets, NO leaving information with a receptionist or a useless first level support, NO need to hound account managers because nothing is getting done, NO nonsense at all!”

Cloverleaf

  • ”Large install base. But the engine has been purchased over and over with no one really investing in upgrading the product. It does well with basic HL7 2.x activities, but is not keeping up with the industry.”
  • “The users group is great for questions and learning. The vendor training classes are also very useful.”
  • “The user community more often that not leads to a quicker answer than Infor support.”
  • “There were some situations where [support] couldn’t provide the desired solution required in our project related to webservices.”

Ensemble

  • “Intersystem’s WRC is very helpful by getting back to us quickly. We typically work with the same 2-3 people which is great.”
  • “InterSystems tiered support is fabulous; most tickets get resolved by tier1 support on the initial call.”
  • “We do not have a support contract, however, the online documentation is helpful.”
  • “Technical support has been good – documentation, not as much. The staff is committed to helping customers, but tools are not always to the level needed.”

Mirth

  • ”This is an open source product so support is the community, but the vendor does respond to certain issues on Slack.”
  • “Support has been quick to respond, and support technicians are experienced, knowledgeable, and thorough.”
  • “Training was excellent but tough. We rarely call support because the product is so stable. The community forums have a wealth of knowledge (if you are willing to search) and is very active and manned by Mirth Staff at times.”

Rhapsody

  • “Our team has benefited from expert Rhapsody certified consultants helping along the way, building out the infrastructure of the engine as well as setting our organization’s best practices. Orion support is good for Rhapsody related questions, but I would not want them to be building the interfaces. I think Orion should do more to allow consultants to get trained on Rhapsody to better support their product.”
  • “I have utilized both the professional services and the support desk and both are as spelled out in the contract. No disappointments. Our production environment went down and the support desk contacted us by phone to see what they could do to help us get it back up.”
  • “The one thing Orion lacks is a strong sense of customer support, compared to CorePoint they are very poor. They do not have a very good response time and are not extremely helpful when they do respond. I feel at times we know more about the engine then they do.”
  • “Our support has been outstanding, quick and accurate. There are also user forums that can be accessed for information.”
Compare All Ratings in Survey Summary

0% – poor
100% – excellent

Corepoint

87%

Ensemble

83%

Rhapsody

76%

Cloverleaf

72%

Mirth

Ratings

Meeting Needs Features & Usability Additional Features Implementation Setup Stability & Scalability Support & Services Total Cost of Ownership Vendor Vs. Partner
Overall Rating