FIRM Policy

🚀 Scheduled Remote Service Policy

At Darkhorse Tech, we understand how important it is to minimize downtime while keeping your dental technology secure, updated, and running smoothly. That’s why we offer scheduled remote service—also known as a “FIRM”—to handle specific technical tasks that require focused planning and coordination.

Here’s what you can expect from our scheduled service process:

✅ What Services Can Be Scheduled?

We offer scheduled service for the following types of remote support:

🦷 1. Practice Management & Imaging Software Upgrades

We’ll coordinate and execute upgrades or installations for software like:

• Open Dental
• Eaglesoft
• Dentrix
• Other practice management or imaging platforms

Before scheduling, our Tier 3 Engineers will review your request to ensure we have everything needed to deliver the upgrade efficiently, securely, and with minimal disruption to your workflow.

🔐 2. Verified Vendor Access

If your third-party vendor (such as an imaging partner or integration provider) needs secure access to your server, we’ll coordinate the remote session—provided the vendor is verified and approved by our team.

🌐 3. Network & Infrastructure Adjustments

We offer scheduled remote support for critical network tasks, such as:

• Modem or Internet Service Provider (ISP) replacements
• Firewall or Meraki hardware swaps
• Network switch upgrades or maintenance
• Wi-Fi replacements (in cases of full system outages)
• Battery backup replacements in your server room

For these tasks, we’ll ensure all backup systems are verified and that you’re fully informed of any expected downtime.

📅 How Scheduling Works

Once we’ve reviewed your request and confirmed that remote service is
appropriate:

1. Our Scheduling Team will reach out to arrange a time that works best for you.
   
   
2. You’ll get clear expectations about what will happen, who will be
   assisting you, and how to prepare (if necessary).

🚗 What About Onsite Visits?

While remote service is our go-to for speed and convenience, we recognize that some situations—like a printer setup or hardware install—require a technician on-site. If you believe your request calls for onsite support, just let us know, and we’ll coordinate accordingly.

💡 Why Scheduled Remote Service?

Scheduling ensures that:

• You get dedicated time with the right technician.
• Your project is scoped and prepped for success.
• Complex upgrades and hardware work are handled with zero surprises.

It’s all part of how we deliver Excellence, Accountability, and a Team-First Mindset—core values you can count on.

Need to schedule a service?
Submit a Request or email us at support@darkhorsetech.com, and we’ll take care of the rest.

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