The number in the header
is the support line.
Same company, same people, whether you are buying it or stuck in it. Onboarding is included in every plan, phone support comes with Professional and above, and nothing about your subscription is designed to make leaving difficult.
Support by plan.
Every plan includes onboarding, fee-schedule updates for your state, and the software itself being kept current. What changes between plans is how you reach us when something is wrong on a Thursday afternoon.
| Forms $49/mo | Professional $299/mo | Firm by quote | |
|---|---|---|---|
| Email support | Yes | Priority | Priority |
| Phone support | — | Yes | Yes |
| Onboarding — your templates, folders, payers, state codes | Included | Included | Included, dedicated |
| Historical import of your old logs and folders | Self-serve wizard | Self-serve wizard | Done for you |
| Setup contact | Shared | Shared | Dedicated |
| Fee-schedule and rate updates for your state | Included | Included | Included |
| Software updates and rollback | Included | Included | Included |
Plan details and prices are on the pricing page. Annual billing saves 20%; additional Professional users are $199/month each and the Forms plan is a single user. A firm plan is priced on a call.
There is no published response-time guarantee, and we are not going to invent one.
Plenty of software companies publish a four-hour SLA and then miss it. What we can tell you is what actually happens, which is more useful than a number nobody agreed with you.
- The phone is answered during business hours, Eastern time, by someone who works on the software. Outside them, leave a message.
- Email is normally answered the same business day. Professional and firm plans go to the front of that queue — that is what “priority” means here, and it is the only thing it means.
- Say if a filing deadline is involved. A bill that has to leave today against a timely-filing clock moves up the list, on any plan. We would rather you got paid than that we protected a tier boundary.
- If we cannot fix it that day, you will be told what is happening rather than left to wonder. Silence is the thing that actually damages trust.
If a written service-level commitment matters to your practice — some firms need one — call and ask. We would rather agree something specific with you than publish something vague at everybody.
The things people actually call about.
Making it match your formats
Your Word tracking-log template, your Excel log layout, your folder tree and naming, your payer list, your state’s codes. That is onboarding, and it is included — but it is also support, because formats change and so do payers.
Bringing your history in
Existing client folders, old daily logs, previous Word logs and CMS-1500s, your Bill Tracker. The importer reads them without moving, renaming or deleting anything, and any step can be re-run safely. On a firm plan we do it for you.
Something that does not add up
A remittance that came back light, a form that overflowed oddly, a total that disagrees with your workbook. Send a screenshot — with the claimant details cropped out — and we will work through the arithmetic with you.
Updates, and undoing them
Updates are offered, not forced on you mid-week, and an update can be rolled back if it does not agree with your machine. Rate changes — Ohio BWC in October, Washington L&I in July — ship as data, with historical work keeping its historical rate.
Backups and restores
The software backs itself up automatically on every launch, into a folder on your own machine. If something goes wrong, restoring is a support call and not a disaster — and the backups are yours whether or not you are still a customer.
Leaving
Cancel and the software goes read-only. You keep viewing and exporting everything, in ordinary Excel, Word and PDF files, in your own folders. We will help you get a clean export out on the way through the door. There is no fee for that.
Three things support cannot do for you.
We cannot see your data. Your claims, notes and documents live in a database on your computer; our server holds your license and nothing else. That is the architecture and it is the reason a PHI-trained professional can use this at all — but it does mean diagnosis runs on screenshots and short screen shares where you drive, not on us opening your file.
We cannot tell you what your state’s rules mean. We will point you at the rule, the fee schedule and the agency — and our state guides and glossary are the most detailed things we can honestly offer. But we are a software company, not your compliance adviser, and a vendor who tells you how to interpret OAC 4123-18-09 is a vendor guessing with your money.
We cannot make a payer pay. Med Claims Pro will show you the exact gap, the original bill and the remittance line beside each other, and assemble the rebill. The phone call to the adjuster is still yours.
Two links that answer most of it faster than we can.
Not because we do not want the call — because at 9 p.m. on a Thursday a page is quicker than a voicemail.
State billing guides
Who pays you, on what form, at what rate, through what channel, under what clock — for the six states with real private voc-rehab markets, with the agency named and the verification month on every figure.
The glossary
EOR, short-pay, auth burn-down, W3235W2, Form 25N, MARFS Chapter 25 — what each one is and why it matters to your Friday.
Still stuck? (302) 202-3172 or admin@onservice.us.
Questions, answered.
Does the Forms plan include phone support?
Forms is email support. Phone support comes with Professional and firm plans. That said, if you are on Forms with a bill going out against a filing deadline and something is broken, call — we are not going to let a tier boundary cost you a claim.
What does "priority email" actually mean?
That Professional and firm-plan email goes to the front of the queue. It does not mean a guaranteed response time, because we have not agreed one with you and we are not going to publish a number we might miss.
Is onboarding really included?
Yes, in every plan. During your first week we configure your Word and Excel templates, your folder tree and naming, your payer list and your state’s codes, so the software fits your practice rather than the reverse. A firm plan gets a dedicated setup contact and a done-for-you historical import.
Who does the software updates?
You do, when you choose to. Updates are offered rather than pushed silently mid-week, and one can be rolled back if it disagrees with your machine. Fee-schedule changes arrive as data updates, and historical activities keep the rate that applied on their date of service.
What happens to support if I cancel?
The software goes read-only and your records stay readable and exportable. Ask us for help getting a clean export out and we will help — there is no charge for leaving, and no fee to get your own data.
Do you support Mac?
Med Claims Pro is Windows software — Windows 10 and 11. If you are on a Mac, that is worth raising on the phone before you buy rather than after.
See your own week run itself.
We load your state’s codes before the call, so you are looking at a caseload like yours inside the first two minutes — not a slide deck.