Explanation of Service Agreement Levels

Single-User: Clinics using the single-user (one terminal) version of DVMAX® have the option of purchasing any level of the support and upgrade contract. (If your practice utilizes remote processing, then the minimum requirement is Silver or higher)

Multi-User: Clinics using the multi-user version of DVMAX® (two or more terminals) have the option of purchasing as follows:

For 2 - 6 terminals users have the option of choosing Bronze or higher. (If your practice utilizes remote processing, then the min. requirement is Silver or higher)

For 7 - 14 terminals users have the option of choosing Silver or higher.

For 15 - 20 terminals users have the option of choosing Gold or higher.

For 21 - 30 terminals users must be on Platinum.

For 31 or more terminals users must be on Diamond.

Remote processing: All clinics that use the remote processing feature have the option of Silver or higher.
Emergency and 24 hr Clinics: Practices that are open 24 hours have the option of Gold or higher.
MPA and Multi-Database Clinics: Multi-practice access and multi-database clinics need to purchase MPA support level per site or database. (Your practice will receive the support service at the Silver level).

Service Agreement Chart

SU - Single User - Business Hours are considered Monday – Friday from 8am – 6pm (Clinic’s local time).
MU – Multi User After Hours are considered Monday – Friday from 6pm- 8am, weekends and U.S. holidays