Customer Service Policy

TERMS AND POLICIES: CUSTOMER SERVICE

Curve Dental provides a variety of customer support resources to help you get the most out of our Practice Management Software.

Primary Support: Curve Community

Curve Community is an online user community that gives you real-time access to support, user, and training information on Curve Hero. The information is both at your fingertips and at your convenience as it is accessible 24 hours/day, 7 days/week. Here you will quickly be able to find answers to common user-related questions, which in turn can help to minimize your downtime and allow you to remain focused on delivering high-quality care to your patients.

The content of the community is up-to-date and continually evolving based on input from both our users and our Customer Service Team. Community content is searchable and includes Quick Guides, Frequently Asked Questions and Video Tutorials for answers to some of the most common user questions. Access is simple. Just log into your Hero database as you normally would, and you are also logged in to Community.

For questions that remain unanswered, you will be able to connect with our Customer Service Team by submitting an online ticket through your Curve Hero Database.

Secondary Support: Ticket Submission

If you are unable to find an answer for your question on Curve Community, our team of professional, experienced Customer Service Experts are ready to help you. Contact with our Service Experts, wherever possible, should be made by submitting an electronic ticket through Curve Hero. It is the most efficient method of contacting us and will also have the quickest response time, for multiple reasons:

1.Your office identity and support request is automatically revealed to us and we can immediately begin to investigate the problem as soon as we receive the information. BENEFIT: We are working on your ticket much sooner than if you called us.

2.You can continue working on other important tasks knowing that we are already working on solving the issue. We will communicate with you if we have questions or require clarification.

3. You can avoid any unnecessary and unproductive delays waiting for your turn in queue to speak with a Service Expert to explain the situation; and finally,

4. It’s not that we don’t want to talk to you, however the less time we spend answering phone calls to gather information, the more time our Service Experts are actually working to resolve your support requests. We believe that this will result in better response and resolution times.

In general, tickets are handled by our team in the order that they are received, however priority is given to emergency situations, which is a situation where you are no able to log into your Curve Database or not being able to capture an image using the Curve Capture option in Curve Hero. In either case, you will receive a confirmation within minutes that your ticket has been received and assigned to one of our Service Experts. He/she will work to resolve your ticket and communicate with you either by electronic discussion through your Hero database or by telephone.

We recognize that there may be instances where you may need assistance but are unable to send a ticket. In these cases, there are alternatives!

To speak directly to one of our Service Experts, you can call us at 1.888.910.4376, option 1.

Hours of Operation

Curve Community is accessible 24 hours/day, 7 days/week, where you will be able to find solutions for common user questions. Our Service Experts, however, are available to respond to tickets, email messages and phone calls from 7:30 am to 8 pm EST, Monday through Friday, and limited telephone support is available outside of these hours.

After-hours Ticket Submission

In the event that you submit a ticket outside of our regular support hours (7:30 am to 8 pm EST, Monday – Friday; limited telephone support is available outside of these hours), our Service Experts will begin to work on the ticket beginning on the next business day. If the After-hours ticket is an emergency situation, the ticket will be assigned and addressed as soon as possible. After-hours on-call customer service is also available at 1-888-910-HERO. If the problem, error, or issue is not related to Curve software or its systems, or is determined to be non-emergency in nature but you want the ticket resolved prior to the next business day anyway, Curve may charge a fee of $150 per hour with a 1-hour minimum for off-hours resolutions.  

Please note that if you are unable to access the internet, you will most likely need to contact your IT Pro or your Internet Service Provider (“ISP”).

Supported Issues

Our Customer Service Experts are trained to provide information and to help resolve common user software questions and business issues related to the use of Curve Hero. Examples include but are not limited to:

• Troubleshooting data or functional problems that result from general use of the software
• Electronic claims, specifically with regards to your ability to successfully send claims
• Reporting of a limitation in the software that affects usability
• General customer service questions, requests for personal training, or other similar items. Our team will be pleased to direct you appropriately for a needs assessment and price quote (if applicable).
• Assisting local network technicians in evaluating connectivity and performance to see if the issue is related to Curve services or something within the office network

Non-Supported Issues

• Issues with internet connectivity. We will refer you to your ISP for general connectivity issues.
• Issues not directly related to Curve Hero, such as general hardware, printer, internet, third-party applications or devices, server or network troubleshooting. For these, please contact your IT Pro for assistance.
• Issues related to rejected claims may not be supportable by a Curve Service Expert. In these cases, you may be referred directly to the insurance company.

If you have any questions regarding these support policies, please call 1.888.910.4376 during regular business hours.