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FAQ - Frequently Asked Questions about AngelTrack


Contents



Deployment Questions

Do I have to buy a server machine?

No.

AngelTrack is cloud software, just like Netflix. All of its IT infrastructure is provided and maintained for you. Do not waste your money on old-fashioned software that requires you to purchase and maintain any server hardware.

The Deployment Punch-List will walk you through the decisions and choices you will make in rolling out the software.

Do I need to hire an IT guy?

Not for AngelTrack's sake. It does not ever require IT skills to deploy and use. We think it's ridiculous that some software applications require you to hire IT staff in order to install and maintain the product.

You will still need someone with basic IT skills to:

  1. maintain your backoffice PCs
  2. maintain your backoffice LAN and internet connection
  3. configure and maintain your company-owned mobile devices (if any)

Just a heads-up: if you are migrating from a conventional software application -- one which requires ongoing maintenance and IT talent -- to AngelTrack, you may have to lay off an IT person. When that IT person realizes AngelTrack is going to eliminate their position, he or she is likely to speak against the product.

On one occasion, an AngelTrack salesperson pitched to a large EMS organization which had three IT people on staff... one of whom was dedicated full time to their EMS software. That is $60,000 a year in IT salary just to maintain the software that they are already paying for. As soon the three IT people were told they were not needed to install or maintain AngelTrack, they spoke out strongly against the product.

What brands of tablets are supported?

All of them.

Smartphones too. And phablets. And laptops. And ToughBooks. Any device will do as long as it has a web browser.

Your crews will not enjoy lugging around ToughBooks, though. Tablet devices are now so cheap, there is no longer any benefit to maintaining your ToughBook fleet.

New What is the total cost including tablets with mobile internet data plans?

Use the Online Estimator to figure your total first- and second-year costs including AngelTrack licenses, mobile devices, cellular service plans, and typical losses.

Fortunately, brand new Android tablets are now given away almost for free.

New We've already got laptops / toughbooks, can we just use those?

Yes.

You will need to sign up your laptops with mobile internet data-plans; local WiFi is not enough. The cellular company will provide you with the necessary PCMCIA or USB wireless modems, which will plug in to the ports on the side.

Unfortunately, laptops are greatly inferior to tablets, at least for mobile EMS. Tablets have GPS receivers, which enables all of AngelTrack's crew-tracking features as well as its ePCS form. They have tightly-integrated high-resolution cameras, which enables AngelTrack's document-photography features. They are easy to armor and ruggedize. They don't need a bulky power supply to recharge. And they don't have protruding antennas, as a laptop will have, that will just get broken off.

Considering that cellular companies are now giving away Android tablets nearly for free, there is no longer any financial benefit to deploying your laptops.

Do I have to install an app on my mobile devices?

No.

AngelTrack runs entirely in the browser.

There is a free app called AngelTrack Beacon that you can install if you want 24/7 location tracking of the device, but it's optional.

Is training provided?

Yes.

When you sign up, you will receive -- free of charge -- two full days of undivided attention from an integration specialist. All integration specialists on staff have prior EMS ownership and/or management experience. They can answer any question you throw at them.

During those two days, the integrator will meet with you and your staff, learn about your operation and your vision, and show you how AngelTrack fits in. The integrator will conduct as many webexes and teleconferences as you desire. At the end of the two days, you will be ready to fly solo.

You can optionally purchase additional days with your integrator.

There is also a library of web-based training presentations for the different departments in your operation, including crews. The web-based training is all-you-can-eat for the first 30 days... plus, any new presentations are free for the first 30 days after the date published.

What is not included at the base license price?

Nothing.

There are no "modules" or "upgrades" or "premium features". You get everything.

New features and improvements are published about twice a month. You get all those too, for free, automatically.

Does the product contain any advertising, banners, third-party cookies, or the like?

No.

AngelTrack LLC has nothing to advertise to you, because your license already includes everything we've built.

Nor do we collect any data about you, or about your employees, or about your customers. AngelTrack LLC's only revenue stream is the base license charge.

See also the official AngelTrack LLC privacy statement.



Security and Reliability

How is AngelTrack secured against hacking and snooping?

The AngelTrack's Security Features Guide answers this question in detail.

If you have any unanswered questions about how AngelTrack defends itself, please contact AngelTrack Support, where technically savvy people are on call to answer any question you care to pose.

Where are AngelTrack cloud servers hosted?

AngelTrack cloud servers are hosted exclusively at Rackspace, the top-shelf hosting provider.

Your particular cloud server will live at the Rackspace datacenter that is closest to you:

Is AngelTrack NEMSIS certified?

Yes.

AngelTrack is certified compliant with NEMSIS v3.4.0, the latest version of the specification.

AngelTrack can also output its data in the older NEMSIS version 3.3.4 and version 2 formats, in case your state is late to the party.

How long has AngelTrack been around?

AngelTrack's first live dispatch with patient transport was February 14th, 2012. That was AngelTrack 1.0.

Since then, AngelTrack has updated twice or thrice a month, every month. Some updates are minor, some are major, depending on which feature requests and bugfixes were included. AngelTrack is in a state of continuous improvement.

Is AngelTrack based on the "WebEMS" open source code?

No.

AngelTrack was designed from scratch in America by two American EMS owners, and 100% written from scratch in America by American software developers.

What language is AngelTrack written in?

AngelTrack's codebase is as follows:

Language Lines of Code
C-sharp and ASP.NET 264,000
Transact-SQL 860,000
Javascript 9,000
HTML and CSS 47,000
TOTAL 1,180,000

Is AngelTrack open source?

No.

However, all source code is open for inspection to anyone appearing in person at the Houston, Texas development office. This invitation does not extend to employees of competing software firms.

What kind of database back-end does AngelTrack use?

All of your data lives in a dedicated Microsoft SQL Server 2014 database, running on a local database engine.

All of your data is stored on RAID-10 SSDs ("solid state drives"). Your data will never touch a spinning hard-drive.

What about downtime?

Your AngelTrack cloud server is available 24/7/365, subject to the weekly maintenance windows.

Your cloud server is constantly monitored by software in a separate datacenter; for example, if your cloud server is in the Dallas datacenter, it is constantly tested by the Chicago datacenter. AngelTrack support staff will receive an alert on their cellphones if your cloud server ever fails to respond to the test.

Do you have a load test or other proof that AngelTrack is resilient?

We can do you one better: you can load test the product yourself, using any of the third-party load-testing services available on the internet, such as Neotys/NeoLoad, SmartBear, WAPT, Load Impact, etc. These services are cheap and easy to use.

Remember, there is no cost or obligation to ask us to deploy an AngelTrack cloud server on your behalf: you do not pay for the software until you are ready to start booking calls. Therefore you have a no-cost no-risk period of time to explore the product and perform load tests.

Even better: don't tell us when you are going to run the load tests. Do it in secret, so you can be certain that nobody's thumb was on the scale.

What are "maintenance windows"?

Maintenance windows are times that AngelTrack support staff may update or upgrade your cloud server, in order to deploy new AngelTrack features plus any new operating system patches from Microsoft.

Every Sunday morning (i.e. late Saturday night) from 02:00 to 03:00 local time, your cloud server might be inaccessible if it is being updated with AngelTrack improvements and/or Windows operating system patches. We say might be because these interruptions usually only last for three to four minutes.

The first Sunday morning of every calendar month, there is a larger maintenance window: five hours from 01:00 to 06:00 local time. We would use this window for major upgrades to your cloud server... but such things are very rare. In fact, such a thing has never actually happened... but it could happen in the future. If we ever plan to do such a thing, we will make a good faith effort to notify you in advance.

The full policy document is available online: AngelTrack maintenance windows

What if I have a problem?

AngelTrack Support answers the phone 24/7/365, including holidays. There is always someone standing by to meet your needs.

The main AngelTrack Support phone is answered only by American citizens with EMS experience. If your question stumps the support guys, they have direct access to the developers.

If your reseller/biller closes at night or on weekends, they are required to forward their support line to the 24/7/365 support center at AngelTrack headquarters. In this manner, you are guaranteed to always receive 24/7/365 support.

What if the internet service goes down at my dispatch office?

No problem.

Your dispatchers can continue their work using whatever tablets and smartphones are on-hand. Those mobile devices will automatically switch to their cellular connections when the station's internet connection fails. The cellular connections are slower but still perfectly sufficient for AngelTrack use.

Just make sure you've got a backup plan for your telephone service. If your telephones are VoIP, then they will go down too. Fortunately it is easy to configure your VoIP service to ring through to your dispatchers' cellphones. Just make sure you set that up before an internet outage occurs!



Browser Issues

Which browsers are supported?

AngelTrack supports:

Firefox is not supported due to its AJAX implementation, which causes data corruption during postbacks of grid data. You should not use Firefox. AngelTrack will allow you to use Firefox anyway, if you insist, and it will work fine most of the time... but you will not receive technical support for Firefox-related issues in AngelTrack pages.

Can I use a MacBook or other Apple computer?

Yes.

All operating systems on all hardware platforms are supported.

All you need is a web browser.

Do I need Java, Cookies, Javascript, et cetera?

You need Javascript and Cookies, which are already built in to all web browsers.

If someone has turned them off in your browser, AngelTrack's login page will let you know.

You do not need Java. Java is an add-on software package that integrates with your browser, totally unrelated to Javascript. Symantec says Java is one of the three main virus vectors (the other two being Flash and Acrobat), so AngelTrack does not use it. It is a dangerous piece of software to have on your computer. If you have it installed, you should remove it unless it is absolutely necessary.

AngelTrack uses Javascript, not Java. JavaScript is the safe one, already built into your browser for free.

Nor do you need Flash, Silverlight, Microsoft .NET, Acrobat, or any other browser addons. Those addons introduce security vulnerabilities into your browser, so you should uninstall them if possible.

The BACK arrow in Internet Explorer

Internet Explorer's BACK arrow performs very poorly with cloud applications like AngelTrack. When the BACK arrow is clicked, and the previous web page is displayed, its contents will be reset to their initial state; any work you did will be lost.

According to Microsoft, Internet Explorer behaves this way because AngelTrack runs over a secure (HTTPS) connection.

Other web browsers, including Chrome and Safari, do a better job.

Error when clicking a telephone link

AngelTrack's pages render phone numbers as clickable links of type "tel:", like this one:

(800) 946-1808 click to call AngelTrack headquarters

If you click a tel: link, your browser searches your computer for an application registered to handle it. If no such application is installed, an error message is displayed.

Usually a VoIP "soft phone" or "software telephone" application will register itself as the handler for tel: links. Once that's done, clicking a link will pop up the VoIP software and dial the number automatically, it's super convenient.

Naturally, tel: links work nicely on smartphones, and sometimes tablets.

No 'doorbell' or 'timeclock' sounds in mobile Safari browser

AngelTrack's doorbell ("ding-dong") and timeclock ("ker-chunk") sounds do not play in mobile Safari on iPhones and iPads. This is a restriction imposed by Apple Inc. for business reasons, and there is no workaround.

I clicked "No" when Safari asked to use my location, how do I change it to "Yes"?

You must kill off the Safari process, then relaunch it. When it connects back to AngelTrack, it will then prompt you again to use your location.

To kill a process on an iPad, quickly double-click the home button. Swipe left or right to find the desired process. Swipe the process up as if throwing it off the iPad. Then click the home button again to return to normal.

Can I use DD-MM-YYYY date format?

Yes.

You must switch to a web browser that supports the HTML-5 date/time control. Check this chart for a chart of browser versions and their support for the control. Once you've made the switch, your browser should obey the date format configured in your computer's operating system.

Users of non-compliant browsers will instead use the AngelTrack internal date-time control, which is always military format YYYY-MM-DD in order to avoid any ambiguity.

Why do certain checkboxes and radiobuttons have a symbol next to their name?

The ∵ symbol indicates that the associated checkbox or radiobutton will remember its setting, even when you close your browser and come back later.

Some will remember their setting just for an hour, or just for the day, or for longer, as we judged was appropriate.

New Why are the times showing up in AM/PM format instead of 24-hour (military) format?

AngelTrack allows your mobile device to display dates and times in whatever manner it sees fit. Therefore you need to configure your mobile device to display 24-hour times.



Bandwidth and Data Usage

How much bandwidth does my cloud server have?

Your cloud server makes available at least:

These are very large pipes. Typical home cablemodem service provides about 15 megabits/second download speed and 3 megabits/second upload. This means even a little bronze server has about 20 times the bandwidth of a typical residential connection. (Residential connection speeds are often quoted in kilobits/second, not megabits/second, in order to make the numbers seem larger.)

An average AngelTrack page is between 50 and 250 kilobytes, depending on how much data is being displayed. Some pages are small and fast -- generally the crew areas and the PCR -- while pages in the dispatch and billing areas are larger owing to the amounts of included data and controls. Therefore, a Bronze cloud server can serve approximately 300 pages per second*.

Silver cloud servers can serve twice that amount, Gold three times that amount, and Platinum four times that amount. Larger custom contracts are also available with as much bandwidth as you desire.

*This estimate was calculated as follows: 400 megabits/sec = 50 megabytes/sec = 51,200 kilobytes/sec, divided by an average document size of 150 kilobytes, plus HTTP protocol overhead.

The serving of images will impact this estimate, but AngelTrack makes very sparing use of imagery for exactly this reason... nobody wants to sit and wait for their mobile device to download decorative images that have no function. The only images of significant size in AngelTrack are your scans of patient documents, which are not viewed very often.

Bandwidth sharing and bursting

To allow you to exceed your bandwidth limit in bursts, multiple AngelTrack customers are pooled together by a network load balancer. The load balancer permits each customer to temporarily consume the entire stream -- far more than their allotted bandwidth -- if the other two customers are not using it at that moment.

For example, there may be one Silver and two Bronze customers sharing 1600 megabits per second bandwidth (400 + 400 + 800). When any two of them are using less than their limit, the third customer can temporarily consume all available bandwidth. Consequently, all three may enjoy a higher average bandwidth than their licensed allotments.

If you wish to opt out of bandwidth sharing and bursting, you may do so at any time. You will be allocated your fixed minimum bandwidth, and will never have to share it nor ever be allowed to exceed it. Simply contact AngelTrack Support to make the request.

How much data do crew members use on their personal smartphones?

The short answer is:

...including the data used by streetmap features. To see how this was calculated, read the AngelTrack's Data Plan Usage document.

New Are there any caps or charges for bandwidth?

No.

Use all the bandwidth you wish, no charge.



Dispatch

How do I book a call for providing standby service at a public event?

Book the call like this:

If providing the service for free, then uncheck the ☑ Billable checkbox.

If charging a fee for the service, then set "Bill to" the facility. If the customer is not a nursing home or hospital, then you can configure them as an affiliate, allowing you to use AngelTrack's invoice to process the fee.

If misfortune strikes and your crew does end up treating someone, the crew can create/attach a patient record in the PCR by themselves. If they end up treating a second patient, then close the first dispatch and then dupe it to create a second dispatch, in order to give the crew a fresh PCR record to fill out. You will probably mark the second dispatch non-billable, unless your agreement with the customer stipulates a charge for each patient treated.

If transport is necessary, a dispatcher can (at any time) edit the dispatch and add a destination. If billing separately for the standby service and for each transport, then each transport must be a separate dispatch from the "Standby" dispatch. Remember you can assign multiple dispatches to the crew: the "Standby" call, plus a transport call for their patient.

How do I mark certain dispatches that were rolled from my broker?

Obviously you can record the broker's name in the "Caller name" field, but unfortunately that is free-form text that is prone to typographical errors.

A better way of marking certain dispatches is to use the tags system. From "Dispatch home" you can open the "Tags list", and create whatever tags you need. You can create a tag called "Rolled call from broker" for example. Your dispatchers can then set the tag on certain dispatches, and you can pull reports on that tag later.

If you are going to bill the broker for providing the service, then you should mark the dispatch as ☑ Bill affiliate. This requires you to already have the broker configured as a roll-from affiliate; to learn how to do that, read the Affiliates Guide.

Why isn't the facility being automatically selected as one of the liable parties?

You must flag the facility records of all facilities with which you have a contract. Once that flag is set, AngelTrack will automatically tick the facility payor box for you when booking a call to or from the facility.

Don't ignore this issue; make sure you get your facility contracts registered in AngelTrack so that your bill-to checkboxes are being automatically set correctly during call-taking. When they are set correctly, AngelTrack can automate many billing tasks, first and foremost being the assembly of facility invoices.

To learn more about setting up your facilities in AngelTrack, read the Facility Guide.

Can I edit the built-in EMD cards?

Yes.

Go to Settings and select the "EMD Cards" item. You can edit every section of every EMD card.

Where did the built-in EMD card content come from?

The State of New Jersey developed standard EMD content, and then graciously released it into the public domain for others to benefit from. AngelTrack uses that content verbatim.

Is there a way to see which dispatchers are most efficient?

Yes, the "Dispatcher Efficiency Report" judges and compares all of your dispatchers on their ability to 1) minimize the distance between each dropoff and the next pickup, 2) identify opportunities for overlaps, 3) identify opportunities for double-loads, 4) minimize late pickups and late drop-offs, and 5) choose double-loads that save distance versus single-loading.

You'll find the report under Dispatch Home. By default it ignores nights and weekends, because it is not practical to measure dispatcher efficiency when calls are very widely spaced, and when there are only 1 or 2 crew units available... however, if you wish, you can tick the box to include nights and weekends in the analysis.

To learn how to interpret the report, read the Dispatcher Efficiency Guide.

Why can't I reopen a closed dispatch?

This restriction was a conscious design decision in AngelTrack.

Because so much happens to a dispatch in postprocess -- report completion, QA, insurance review, billing, invoicing -- it was decided that re-opened dispatches would be too disruptive. It is better if every participant in the system can operate on the core assumption that "Once it's closed, it stays closed".

You can, at least, visit Dispatch Followup and change the execution status of a closed call, from "cancelled" to "completed" to "delegated"... but even that change has serious billing implications, so make sure you understand the impact before doing so.

You can also cancel and then dupe a closed dispatch, if you absolutely must re-run it. The original dispatch will thereafter reflect its own history up to the point of cancellation, and then the new dispatch will start from there.

How do I change the activation, assignment, and closure times of a closed dispatch?

Like the "no reopening" restriction, this restriction was a design decision aimed at minimizing disruptive changes. Remember, AngelTrack was designed to run large call centers with dozens of dispatchers.

If you absolutely must edit the activation time, assignment time, and/or closure time of a closed dispatch, there is a way to do so. It is an intentionally inconvenient task. You'll find the procedure in the online help article Retroactive Editing and Booking.

If you wish to change the assignment of a closed dispatch -- from one shift to another, or to or from an affiliate -- simply open the "Dispatch Edit" page and click on the current assignment (it will be a link). You will be taken to the "Dispatch Assignment" page which will show the list of shifts that were active at the time the dispatch was open, as well as the usual list of affiliates that were open at the time.

Why is it allowing me to assign a BLS or ALS dispatch to an FR shift?

FR (First Responder) shifts are always allowed to respond to any call under any circumstances.

Not only is it legal for them to do so, it is also tactically useful when managing an overdue pickup. When the scheduled truck is running late and the patient is angry, send a First Responder to start getting the patient ready, rounding up the paperwork, collecting signatures, and reassuring the family members that transport is coming. By the time the FR has everything ready, the scheduled truck will be arriving.

Why does the "Dispatch Assign" page sometimes not know how far away the crews are?

AngelTrack knows where crews are only when they are accessing AngelTrack on their mobile devices. When they put their devices back to sleep, the location data is no longer uploaded; after ten minutes with no upload, AngelTrack will decide it no longer knows where they are.

If you want continuous crew location data even when their mobile devices are asleep, you must install the AngelTrack Beacon app on the devices. It is lightweight and easy to install. It is discussed in the next section.

Why are some of the calls on my schedule underlined with thick colored bars?

The colored bars are there to draw your attention to a call that is picking up or dropping off very close to another call on the board.

Colored bars will appear when two or more calls occur within one mile and within one hour of each other. In other words, the bars are indicating an opportunity for an overlap, which saves time and fuel.

How do I tell who wrote these billing notes, when they aren't mentioned in the journal?

Remember, the journal only shows changes. If the journal does not mention any Billing Notes, then the Billing Notes have not changed... ergo, the Billing Notes were written by the dispatcher who originally booked the call, and have not been changed since.

How do I see which trucks have the necessary city sticker to run a call?

AngelTrack can track your vehicles' city stickers, warning dispatchers which trucks have the necessary sticker to run the call. To learn how to enable this feature, read the Certificate Tracking Guide.

Is there a way for crews to close out their own dispatches?

Yes.

Your AngelTrack administrator must allow Unattended Dispatch Mode. Once allowed, any dispatcher can activate or deactivate the mode. When active, crews can close out their calls by pressing the progress button one final time after they press it to mark "back in service".

New Can I perform dispatching in the map, rather than in the dispatch boards?

Yes.

To switch the Live Map into dispatch mode, select the ☑ Shift radiobutton. To learn more, read the Dispatching from the Live Map Guide.

New Is there a way for customers to self-serve / book their own calls?

Yes.

The self-serve feature is part of the Customer Portal, which your customers may already be using.

To learn how the self-serve portal works, and how to activate it (it is off by default), read the Customer Portal Requests for Transport help document.

The feature includes a help document for use by your customers, who are learning how to use the portal to request transport: Using Your Customer Portal



Beacon App and 24/7 GPS Tracking

What is the Beacon app?

Beacon is a small Android / Apple iOS app that you install into your company-owned mobile devices. It runs in the background and silently monitors the device's movements, reporting in to your AngelTrack cloud server every few minutes.

When using Beacon, your mobile devices will show their live position in AngelTrack's maps and grids even when nobody is using the device... whereas without Beacon, AngelTrack knows the device's position only when someone is using the web browser.

Is it more accurate than regular AngelTrack?

No.

AngelTrack's GPS pins -- collected from the browser during normal use, without any Beacon app -- are as accurate as the device can be.

The sole benefit of Beacon is: it is always on. You will always have live location data for an employee or vehicle that has the Beacon app... whereas with normal AngelTrack, you get live location data only when the employee is actively using their device.

Does it cost anything?

No.

The use of Beacon is included in your AngelTrack license.

Which operating systems are supported?

The Android version of the Beacon app is available in the Google Play store, as a free download.

The Apple iOS version of the Beacon app is available in the iTunes Store, as a free download.

How do I set it up?

Once you've downloaded it onto your mobile devices, use your AngelTrack cloud server to issue tokens for the devices. The device reports its position along with the token; the token identifies the device as belonging to a certain vehicle or to a certain crew member.

To learn more about configuring and using Beacon, read the GPS tracking guide available in the online help.

Does the app require a username and password?

No.

Security is provided by the token, which cannot be guessed by a hacker. Read the aforementioned guide to learn how Beacon's security works.

What is the update rate?

Beacon phones home once every six minutes when the device is moving slowly, or once every two minutes when the device is moving quickly.

Can I use it on my crews' personal mobile devices?

Yes, with their consent of course.

Since they take their personal cellphones everywhere they go, they would be ideal for reporting their individual positions while on duty. When off duty, the employee can easily switch the beacon back off.

What's the difference between an employee token and a vehicle token?

Employee tokens start with the letter E, and are used to report the position of one particular person.

Vehicle tokens start with the letter V, and are used to report the position of all crew members currently onboard. You'll use vehicle tokens when you assign your mobile devices to specific vehicles (regardless of who is onboard), rather than to specific employees.

Is there any advertising in the app?

No.

Beacon does absolutely nothing except check GPS position and then upload it to your cloud server.

Its source code is available for inspection by anyone appearing in person at the Houston, Texas development office.

I've got the app installed and running, but I don't see a GPS pin on my live map...?

If the Beacon app is using an employee token, that employee must be marked as a crew member and/or a salesperson, and their employee account must not be marked inactive.

If the Beacon app is using a vehicle token, that vehicle must not be marked inactive, and it must be in an active shift. Remember, location pings from vehicles are used to render the locations of the crew members who are onboard.

You might've mistyped the token string. It must be typed exactly, and for security purposes the app does not have any way to check whether the token is mistyped.

Also, double-check that your cloud server's name is typed correctly.

If everything is typed exactly right but it still doesn't report a position, contact AngelTrack support.

I'm using vehicle tokens, so why don't I see vehicle pins on the map?

In AngelTrack, only employees have positions.

If a position report is received from a vehicle token, the position is recorded for all employees in that vehicle. The employees are plotted on the map, but the vehicle itself is not.

Individual employees can upload positions for themselves using employee tokens, which will override any position information inherited from their vehicles.

It's still not working, what do I check?

For the iOS version of Beacon, verify each of the following items:

  1. Is the token typed correctly?
  2. If the token is a vehicle token, is the relevant vehicle on shift? Vehicle tokens are processed only for vehicles that are on duty.
  3. Is there another device accidentally configured with the same token?
  4. Is the device upgraded to the latest iOS? Beacon requires at least iOS version 9.
  5. Under the Settings | General | Background App Refresh menu, is Background App Refresh enabled systemwide?
  6. Under the Settings | General | Background App Refresh menu, is Background App Refresh enabled specifically for Beacon?
  7. Under the Settings | Privacy | Location Services menu, is Location Services enabled systemwide?
  8. Under the Settings | Privacy | Location Services menu, is Beacon set to "Always"?
  9. Under the Settings | Cellular Data menu, is Cellular Data enabled systemwide?
  10. Under the Settings | Cellular Data menu, in the App list, is Cellular Data enabled specifically for the Beacon app?
  11. Is the employee intentionally turning the Beacon off from time to time? Are you sure?

If you verify all of those items but still have problems, then please send in a diagnostic log from the affected device. Simply follow these steps:

  1. Retrieve the affected device, and bring the Beacon app to the foreground.
  2. Double-tap somewhere on the Beacon's app screen. The "Send Email" dialog will open.
  3. The email will already be addressed to AngelTrack Support. Compose a SUBJECT line with your contact information and a few words about the problem.
  4. Send the email, and verify it was transmitted. The diagnostic log may be large, so it may take a few minutes for the transmission to complete.



Billing

Can I keep my current clearinghouse?

Yes.

Unlike other EMS software applications, AngelTrack is not married to one particular clearinghouse.

Discuss this with your AngelTrack integrator when planning your deployment. If AngelTrack has not yet tested and verified against your particular clearinghouse, then there will be a two-week delay while we review the clearinghouse's "837P Companion Guide" and ensure that AngelTrack's 837P output will meet the clearinghouse's expectations.

Every clearinghouse is different, and many of them have fiddly little requirements for inbound EDI documents. Minor adjustments may be required in AngelTrack's 837P output to comply, hence the possible two-week delay.

Which clearinghouse do you recommend?

AngelTrack LLC recommends Office Ally, and enjoys a good working relationship with them.

If you wish to migrate from your current clearinghouse to Office Ally, AngelTrack Support personnel will walk you through it. Don't be intimidated by the thought of switching clearinghouses; we help EMS companies do it all the time.

Can I keep my current billing agency?

Yes.

You must purchase your AngelTrack license (rather than getting it for free via an AngelTrack billing partner), and your billing agency can continue doing exactly what they do today.

If you wish to integrate your billing agency into your AngelTrack system, create "biller" user accounts for the billing agency's employees. They can then login from their office and service whichever billing queues you desire. They can even do your QA reviews, prior authorizations, and invoices if you so direct. Read the Outsourcing QA and Billing Guide in the online help for more details.

If you do NOT wish to integrate your billing agency, then you will continue doing what you've always done: bundle up run reports as .PDFs or as NEMSIS 3 .XMLs... whichever format the billing agency prefers. AngelTrack will zip them up for you, so you can send them via email or FTP. To learn more, read the Detached Biller Guide.

NEMSIS 3 .XMLs can be easily imported into modern EMS billing software. Some billing software can also import 837P documents.

Bundling of run reports is trivially easy to do using the Insurance Filing Queue's exporter. Later, the billing agency will send back EOBs, which you input back into AngelTrack as Payment Events. If your billing agency can send you electronic (X12.835) EOBs, then AngelTrack can import them in bulk. If all you can get is paper EOBs, then you must input them by hand, a process which takes about about 1 minute per claim.

What is NEMSIS?

NEMSIS is the National EMS Information Systems committee, which regulates the format of data files used by EMS software to exchange data. The NEMSIS specification requires certain data to be included in a certain way, so that a dispatch application can talk to a PCR application can talk to a billing application.

NEMSIS version 2 is the obsolete version, still used by a lot of older software.

NEMSIS "gold" is any software certified (by NEMSIS) to support the old version 2.

NEMSIS version 3 is the current specification, currently being adopted across the industry. AngelTrack is certified compliant with NEMSIS 3... specifically, with the latest version 3.4.0 of the specification.

If using an external billing application instead of AngelTrack's billing system, AngelTrack can bulk transfer your run reports into it using the NEMSIS 3 format... assuming the billing application is capable of importing data in that format.

Can my outside biller do my facility and patient invoices?

Yes.

He can integrate with AngelTrack and then use AngelTrack's invoicers for that task, in order to enjoy the advantage of a unified system for tracking every receivable regardless of whether it went to insurance first. For example, your uninsured stretcher transports and all of your wheelchair services will never go through insurance claims, but should all be included on a facility's or patient's invoice. AngelTrack handles that automatically, and there is every reason to let your outside biller make use of that feature.

Or he can remain independent, and just send back copies of paid invoices. You must then record those paid invoices as Payment Events in AngelTrack. (Or you can just ignore the rest of AngelTrack's billing workflow, trusting that the billing agency will not miss any receivables.)

How do I respond when my state's Department of Health asks where my documents are stored?

Your documents are accessible from anywhere in America, as you know. But the state is surely looking for a specific answer, so you should reply "All documents are stored at [my head office]". From that location you can use a browser to retrieve whatever documents your state requires.

All documents in AngelTrack are stored indefinitely, so long as you maintain an active license.

Can I submit claims directly to my MAC?

Maybe.

MACs and individual insurers have non-standard expectations for the 837P document and non-standard contents in the 997/999, 277CA, and 835 reply documents. So, it is not possible to generate a single 837P document that is guaranteed to satisfy every MAC or every insurer. It is the job of the clearinghouse to understand those expectations and adjust each 837P to meet them.

AngelTrack does not wish to fight that battle, so we guarantee compability only with the OfficeAlly clearinghouse and with the Noridian MAC.

If you use a different clearinghouse, speak with your AngelTrack integrator. He or she will review your clearinghouse's 837P Companion Guide and give you a time estimate on when compatibility can be guaranteed. It usually takes just two weeks.

Can I print a claim as an old-fashioned paper CMS-1500?

Yes.

The insurance queues offer to export any dispatch as a filled-out CMS-1500 .PDF. When you view the .PDF on your screen, you will see the CMS-1500 red form, and all the claim data filled in to the form's editable fields. You can perform additional edits as necessary, right in your browser or .PDF editor.

When you print the .PDF, only the data will be printed: the red boxes will not be included because you must use pre-printed CMS-1500 forms that already have the red boxes.

Before proceeding, make sure you understand why paper claims are denied more often than electronic claims.

Why doesn't it print the mailing address at the top of the CMS-1500 form?

AngelTrack will print the carrier's mailing address at the top of the CMS-1500 only if a mailing address is on file for that carrier's payor ID.

To view your list of payor IDs, and to add mailing addresses and telephone numbers to them, select Insurance Payor ID List from the Billing Home page. If your clearinghouse includes mailing addresses and/or phone numbers in its payor ID list, then AngelTrack can import them in bulk, via the Import Payor ID List feature available from the aforementioned page.

Unfortunately, most payor ID lists provided by clearinghouses do not include mailing addresses. You'll be lucky if you even get phone numbers.

The coding page shows me 837P loop numbers, can I see CMS-1500 box numbers instead?

You just need to download a "837P Crosswalk" document, available freely on the internet. A crosswalk shows how each CMS-1500 box number maps to an 837P loop and segment.

Can I buy just the billing features in AngelTrack?

No.

AngelTrack is a single unified database, which follows every trip from call-taking to final payoff. That is AngelTrack's beauty and its power. It does not have any facility for importing call data midway through that process.

Can AngelTrack calculate my salespeoples' commissions?

Yes.

AngelTrack has several methods for calculating commissions, in order to support all three standard commission agreements:

To learn more about calculating commissions in AngelTrack, read the Commission Reports guide.

Why does AngelTrack file round-trips as separate claims?

You may be accustomed to filing round-trip transports as a single claim. Most billing software advises you to do this, adding all services for the date into a single claim... but most billing software is not built for EMS, so this is bad advice.

Some EMS billers insist that it works. They use the modifier to differentiate the outbound trip's service lines from the return trip's. We STRONGLY recommend against this practice, because it too often happens that insurers deny the return trip but send back an approval for the outbound trip. If your biller is not on their game, they may see the approval but not notice that only one trip was paid for.

During our integrations, we have discovered this exact error happening at multiple customer sites. Customers have lost a quarter million dollars a year on this one mistake... and only the last six or twelve months of mistakes can be appealed and re-filed. It's a crushingly expensive mistake.

And even if your biller does notice that only one trip was paid, it's a hassle to split off the return trip and refile the claim, with no guarantee of success.

In our judgment, a round-trip should always be filed as two separate claims. In addition to the aforementioned reasons, the fact is that diagnosis codes justifying the outbound trip are often very different than the diagnosis codes justifying the return trip. And all of the subsequent claim tracking is simplified.

How do I view the denial EOB that I imported earlier?

When importing an EOB, AngelTrack creates a payment event record for each claim in the EOB. The payment event record summarizes the action taken by the insurer, and includes the claim's 835 content. Using the "Payment Event Edit" page, you can view the 835's original content (the section of the 835 that pertains to the claim in question). You can also view it decoded into neat tables, showing each service line, adjustment, reason code, and explanation.

(This feature is only available if you use AngelTrack's EOB importer to digest the electronic EOBs (i.e. the X12.835 documents) returned by your clearinghouse. The feature is not available if you create your payment event records manually.)

The "Insurance Appeal Queue" offers a direct link to the latest payment event record for the dispatch. Just click the "Last EOB" link to view the decoded response from the insurer. You can keep that page open in a separate tab while you are filling out your appeal.

Is AngelTrack ICD-10?

Yes.

Can I still code my calls in ICD-9?

Yes, but you will not receive any assistance from the code-pickers, which are ICD-10 only.

How do I claim oxygen (A0422), ECG (93041/93005), and DMS (A0382/A0398) against a secondary when Medicare is the primary?

When claiming the above service codes against Medicare, AngelTrack will automatically add the GY modifier to those service lines, since Medicare will not ever pay for them. Medicare will then remove the GY modifier when forwarding the claim to any secondary carrier, who might cover those services.

See this CMS bulletin and also this one for details.

What is this Novitas suggested code set?

Novitas published article A54574, announcing a list of 395 "suggested" diagnosis codes for ambulance transport. Other ICD-10 codes are accepted of course, but any "suggestion" from Novitas carries weight. And anything Novitas does will soon be picked up by the other MACs around the country.

AngelTrack has a list of about a thousand ICD-10 codes considered relevant for ambulance transport. The code-pickers are populated with this list. If you wish to confine yourself to just the Novitas suggested codes, simply tick the "Hide codes not in the Novitas suggested list" checkbox. The code-pickers will then confine themselves to that subset.

AngelTrack will automatically tick the checkbox for you when the patient's primary or secondary insurance is Medicare.

"Suggested"? Does that mean it's required?

When a state trooper pulls you over and suggests you slow down, you slow down.

What about the Novitas secondary diagnosis code requirements?

AngelTrack's coding page already knows about the requirement and will offer you a choice of the five allowed codes.

Novitas is not my MAC, so why should I care what Novitas wants?

Sooner or later your MAC will fall in step behind Novitas; they set precedent for how all MACs should handle Medicare claims.

Why did it create two batches of claims instead of just one?

If you select a mixture of original and replacement claims, or a mixture of chargeable and non-chargeable (encounter) claims, AngelTrack must divide them into separate batches, owing to how the BHT segment works in the 837P specification. BHT02 communicates whether the claims in the transaction batch are originals, and BHT05 communicates whether they are chargeable.

Why can't billers modify the retail price schema?

It used to work that way.

Then one day a customer's biller accidentally modified the retail price schema, thinking he was modifying a facility contract price. These contract prices (far below retail) were then claimed against insurance, causing a significant loss of revenue and a big hassle.

Then it happened at a second customer site.

That's when we decided to lock down the retail prices, consistent with our motto:

One mistake is the customer's fault, two mistakes is the software's fault.

Thus, today, only the ★ Principal Employee is permitted to modify the retail prices, and only AngelTrack Headquarters tech support can designate or redesignate the principal employee.

I offer two different levels of wheelchair service, can the software charge two different prices?

Yes.

The "Gurney" service level works just like wheelchair. Most states do not recognize gurney service, so you can enable gurney service level and use it as your premium wheelchair service, with its own separate price schema.

To learn how to enable the gurney service level, read the Gurney Service Guide.

Why is the GM modifier being automatically selected?

If you are coding and see that the ☑ GM modifier has been checked, it is because AngelTrack checked it for you. It does this when the transport times (beginning transport → arrived at destination) for the current dispatch overlap those of another dispatch in the same vehicle, indicating that two patients were being transported simultaneously.

Usually this is due to incorrect recordkeeping: either sloppy progress button presses by the crew, or sloppy followup data from the attending. Send the call back to QA with notes to check the transport times against the vehicle's other calls that day.

Why are all these dispatches in the Special Handling Queue?

Open each dispatch by clicking its run ID. Switch to the "Billing" tab. Find the "Workflow location" field. It will give the reason why the dispatch was sent for special handling.

Can I get a report that shows _______________________?

Yes. :)

AngelTrack may already have such a report; if it does, we'll show you where it is.

If the report doesn't exist yet, you may be able to roll your own using the Bulk Excel Exporter under Billing Home. The exporter can filter down to a set of records, and then export them directly into Microsoft Excel™ or Google Sheets™ for further slicing and dicing. Almost 200 different data columns are included, so it probably has the data you need.

If the report doesn't exist yet, and can't be emulated by the Bulk Excel Exporter, but is easy to implement, then we will add it to the next build for you. New builds are published every week or two, so you won't have long to wait.

If it is not easy to implement, then we will add it if the report will obviously benefit other customers besides yourself. In that case you probably won't have to wait longer than one or two builds (i.e. two to four weeks).

If it is not easy to implement, and is not obviously useful to other customers besides yourself, then we will quote you a fee to code it up, along with a delivery schedule.

You might also be able to roll your own report in Microsoft Excel™ or Google Sheets™, using bulk data exported from the Bulk Excel Exporter or the Line Items Report.

How is billable mileage calculated?

For every transport, AngelTrack collects and verifies the vehicle's actual odometer readings. AngelTrack also calculates the normal mileage using a "moving average" statistical system. The statistical system is seeded with data from Google Maps™. After seeding, the data grows using odometer readings input by crews.

When filing an insurance claim, AngelTrack by default uses the actual odometer readings, although the biller can choose to claim the calculated normal mileage instead, as he or she sees fit.

When generating invoices, AngelTrack uses the calculated normal mileage, because it is more fair to both parties. To learn how the moving average works, and why it is more fair to all concerned, read the Mileages guide. You can opt out of the normal mileage system, and use plain odometer readings in invoices, by visiting the Preferences page.

Is there a report showing how much work each of my billers is doing?

Yes.

The Billing Activity Visualizer shows all billing activity, broken down by type of task. You can filter by specific billers and specific date ranges, to see exactly what tasks each employee did on any given day.

Remember: some billing tasks are much harder than others, so it isn't necessarily fair to say "You did 20 tasks while your coworker did 40!". You must weight the tasks appropriately before comparing one employee against another.

If there is serious doubt about an employee's activity, you can download the raw webserver logs from the Support page. The webserver logs show every raw request made from every user, including date, time, IP address, and browser type.

What's the difference between the activation date, the date received, and the bookkeeping date?

Those three dates are separate and independent. Every payment event in AngelTrack has all three. To learn more about them, read the Critical Dates for Accounting explainer.

New How do I add additional service codes to a claim?

If you are filing a claim against a private carrier who pays for non-standard service lines (e.g. A0999), you can add these service lines to your claim right on the Coding page.

Scroll down to the section where you specify additional services like oxygen and ECGs. Click the link which reads "Add non-standard service codes", then click the plus sign to add as many as you wish.

Be advised: private carriers who pay for non-standard service lines usually require a few explanatory words in the "Note" field.

New Can it create electronic secondary claims if the primary claim's EOB was paper (input manually)?

No.

When a primary claim's adjudication is manually recorded (i.e. typed in from a paper EOB), AngelTrack cannot create an electronic secondary claim because of the data required in an electronic secondary claim. Specifically, the secondary carrier must be sent the complete matrix of the primary EOB's service lines, allowed prices, and each service line's table of adjustments and CARCs. AngelTrack does not collect this data from a manually-entered paper EOB, and so it cannot complete an electronic secondary claim.

New If I deactivate a "Patient Rate" price schema, what happens to its attached patients?

Deactivated patient rates remain in effect for all attached patients. Deactivation simply means that no new patients can be attached to the rate.



Invoicing

Do I need to invoice a call in order for it to be reported as revenue?

No.

AngelTrack's revenue reports are informed by payment events, not invoices. Invoices are simply a quick way to create large numbers of payment events: when an invoice is closed as "paid", the payment is applied to all items in the invoice, being recorded as a payment event for each.

Keep in mind, you always have the option of recording payment events by hand. And in fact that is exactly what you'll do when recording a cash payment, as would arrive at the billing office in an envelope filled out by the driver who collected it.

How do I delete an invoice?

Remember you can add and remove calls piecemeal from an invoice, as you see fit.

In any case, invoices are removed from play by marking them "cancelled". (Remember, nothing is ever deleted in AngelTrack; data is marked 'deleted' or 'inactive', but never discarded.) You do so by clicking the "Close" link in the Invoices list, and then select "Cancelled" as the method of closure.

What if I create duplicate invoices?

No problem.

You can create and cancel as many invoices as you wish, even duplicates, forever protected from over- or under-billing. AngelTrack keeps track of what's payed and what's owed for each dispatch, and it does so totally independent of any invoices that include the dispatch.

It is impossible to lose a receivable, no matter what you do with your invoices.

In fact it is normal for a dispatch to be invoiced multiple times. Suppose you invoice a nursing home for 300 calls, and they only pay half. AngelTrack will use the payment to pay off and "finish" 150 calls, while the other 150 remain unpaid and go for another round of invoicing. They will keep popping up for re-invoicing until they are paid in full.

They will also pop up for re-invoicing if they are overpaid.

How do I send an invoice over email?

AngelTrack can download an invoice to you in PDF format, suitable for attaching to an email, or burning to a CD or thumbdrive.

How do I pay an invoice using only the customer's ledger balance?

Simple, just pay (i.e. close) the invoice while specifying a payment received of zero dollars. AngelTrack will then apply all of the ledger balance as necessary.

Why do my facility invoices show the percentage versus Medicare rates?

Facility invoices include the calculation of what percentage of Medicare rates the customer is actually paying. This is done in order to qualify your EMS company for the Regulatory Discount Safe Harbor 42 C.F.R. 1001.952(h). To learn more about the safe harbor and the Anti-Kickback Statute, and what AngelTrack does to protect you, read the Anti-Kickback Statute guide.

If the customer's effective rate is equal to or greater than Medicare rates for the respective service in the same ZIP code, then no calculation is shown, because the Anti-Kickback Statute does not apply.

Invoices for your patients and for your affiliates are not subject to the AKS or the safe harbor, and so do not include the calculated percentage.

How do I print mailing labels?

From the Invoices list you can select multiple invoices for bulk printing. Right underneath the bulk print option is an option to print matching address labels, which will print right from your browser.

The address labels are sized and arranged for standard Avery 5160 labels, 30 per sheet.

AngelTrack can also export you the invoices' address data as a .CSV file for use in a mail merge, if you prefer to generate your address labels that way.

Can I use windowed envelopes instead?

Yes.

When you bulk print your invoices from your browser, the first page of each invoice will be automatically rotated to portrait mode, so that the TO: and FROM: addresses are correctly positioned for the envelope's window(s). The other pages of the invoice will print in landscape mode as usual.

This feature is not available if you export your invoices to .PDF and then print the .PDF from a reader program.

Can I get my logo on my invoices?

Yes.

Visit the Settings page and click on the Business Information item. Select the "Online Resources" tab. Input the URL to a small (100ish x 100ish) logo image.

For invoicing purposes, AngelTrack must* load the logo image from a secure (https:) connection. If you do not have your logo image on a publicly-accessible webserver that offers secure (https:) connections, then email the URL to AngelTrack Support. We will retrieve the image, resize it if necessary, and then upload it right to your cloud server. AngelTrack's invoices will then include it from there.

*This requirement is not AngelTrack's: obviously there is no need to protect your logo image with a secure connection. This requirement exists so that your users' web browsers will not display an error message about loading content from an insecure (http:) source for display in the middle of a secure (https:) page -- i.e. in the middle of an invoice.

New How do I remove the URL and page numbers at the top and bottom of the printout?

Your web browser is adding the URL to the top of each page as a page header, and the page numbers to the bottom as a page footer.

Look through your browser's "Print" menu, or "Print Options" or "Page Setup" or "Page Layout" menu, to find the header/footer settings. Remove any header and footer content, and then reprint.

I'm required to invoice a patient three times before I sell to collections...

Yes, AngelTrack will keep track of the number of times each receivable has been invoiced, so that you can be certain it is time to sell it to collections.

In the Invoices List, the number of times invoiced is displayed as one of the columns. The number represents the minimum number of times that any item in the invoice has been invoiced. For example, if an invoice contains one dispatch that was invoiced 3 times previously, plus another dispatch that was invoiced 5 times previously, then the number 3 will be displayed, because all of the receivables have been invoiced at least 3 times.

To increment the number, you must close the invoice as "Unpaid" after 30 days, then create a new invoice, and repeat. By closing an invoice as "Unpaid", the underlying receivables automatically return to "Billing office" where they will be picked up in the next round of invoices. So the whole process is easy to do; just be systematic about it, by doing it once a month every month until the numbers hit 3.

To learn more, read the Weekly/Monthly Reinvoicing Guide.

To learn more about selling receivables to collections, read the Taxes, Collections, and Writeoffs Guide.

New When I create split invoices for a facility, their ledger balance appears on both invoices...?

Indeed, AngelTrack is constantly attempting to zero out the ledger balances, placing them on every new invoice.

Simply edit one of the invoices afterward, delete the ledger balance amount from the "Ledger balance" field, click "Save", then reprint.



Prior Auths and PCS Forms

How do I record a PAN that is valid for all destinations?

Every PAN in AngelTrack must have a destination, as we know. If you are good all year long and so Santa brings you the coveted open-ended PAN good for any destination, then upload it and choose the patient's residence as the destination. (You may need to create a facility record for the residence.) Once that's done, AngelTrack will match the patient's residence as the origin or destination of any transport, and apply the PAN appropriately.

The only situation where this workaround fails is a three-legged trip: home to dialysis to doctor to home. The trip from dialysis to doctor will not be tagged by the PAN assigned to the home. The PAN must be manually attached to that trip.

Can I record a PAN without attaching a page scan?

Yes.

You can create a PAN document with no page scans, and just specify the prior authorization number in the "Comments" field. The document will then show up in all relevant run reports, displaying the contents of the "Comments" field.

In fact that is exactly what happens when a dispatcher records a prior authorization number during call-taking: a PAN document record is created, with no scanned attachment, and the authorization number is placed in the "Comments" field.

Later, when your biller is coding your claims, the authorization number from the "Comments" field will be automatically presented to the biller for inclusion in the insurance claim (loop 2300 REF*G101).

What about Medicare's new PAN requirement?

There is a preference setting you can choose, on the day your state gets included in the Medicare non-emergent PAN program. When the setting is enabled, AngelTrack will report all non-emergent stretcher calls for Medicare patients as needing both a PAN and an PCS, rather than just a PCS.

Can you explain the PCS rules to me?

Yes, the rules are explained in the PCS Requirements Guide.

Can I block my crews from submitting their reports without a signed PCS?

Yes.

Under Settings, in the Preferences item, you can set the "PCS Completion Mode" to ☑ Required. Read the aforementioned guide to learn more about the PCS settings.



File Attachments and Uploads

Do uploaded documents go to a shared server?

No.

All uploaded documents are stored in your cloud server's independent SQL database, alongside all your other data. When a document is later retrieved, it is reconstructed on-the-fly from the data in the database. In this manner, your documents are backed-up as securely as everything else.

Your cloud server is entirely self-contained: it contains all code, all functionality, and all data for AngelTrack.

Why does AngelTrack extract the images from .PDFs I upload?

PDF is a complex document format that is not compatible with all web browsers. If AngelTrack were to embed a .PDF file inside one of your run reports, your browser may not be able to see what's inside it.

Not to mention the difficulty of exporting the run report to .PDF when there are .PDFs embedded inside it.

To solve these problems, AngelTrack extracts the images from each .PDF you upload. The images -- rather than the whole .PDF file -- are then embedded in AngelTrack's run reports, guaranteeing compatibility with all web browsers. Your run reports will therefore always display correctly, print correctly, and export correctly.

What resolution are images stored at?

All uploaded images are resized so that they fit within a 2048x2048 square. This equates to approximately 200dpi, which is the "Fine" setting on a fax machine.

ECG scans, patient portraits, crew portraits, vehicle portraits, and vehicle damage photos are always stored in full color. All other document types are converted to greyscale unless the user specifically unticks the checkbox.

If your patient documents uploaded by crew members are not legible, then train them to be aware of light levels, camera angle, camera shake, and camera lens cleanliness. They will probably blame AngelTrack anyway, so the Documents Guide gives proof that AngelTrack's image conversion and greyscaling is not at fault in these situations.

I did all that, so why are my document images still illegible?

Some tablet and smartphones have low-resolution cameras that aren't up to the task of document photography. Figure out which tablet or smartphone took the picture of the illegible document, and find the original photo in the device's photo album. You will probably discover that the original photo was illegible even before AngelTrack converted it for storage.

It may be necessary to disable the cameras on your older tablets, and instruct crews to use their newer smartphones for document photography.

Is it absolutely necessary for AngelTrack to convert and re-encode all uploaded images?

Yes.

There are now image-born computer viruses in the wild. An employee could accidentally or knowingly upload one to AngelTrack, in order to attack the billing computers in your back office when they view the run report. By forcibly re-encoding all incoming images, and discarding their .PDF wrappers, AngelTrack protects you from that attack vector.

New Document scans uploaded by iPads are sideways or upside-down, how do I fix this?

iOS devices will often store photographs sideways or upside-down, temporarily auto-rotating them for viewing on the device. When these photographs are uploaded, AngelTrack doesn't know they are natively sideways or upside-down, and so it displays them incorrectly.

To correct this, the crew member should check their documents after upload, and rotate the pages as necessary by clicking the  ↶ Rotate ,  ↷ Rotate , and  ⇅ Flip  buttons which appear in the bottom corners of each page. Billers and dispatchers also have the ability to rotate documents, because the same rotation buttons appear in the document viewer they use to review patient documents.

If all of that is too much of a hassle, then as an alternative try installing a third-party photography app on the mobile devices -- something which gives finer control of the device's photographic features.

When I upload a fax, why are the images flipped vertically?

The .PDF documents produced by eFax.com do not conform to the .PDF standard. Specifically, eFax.com uses an exploit to vertically re-flip its images:

/Page q 609.8824 0 0 -776.5714 0 776.5714 cm

This exploit is non-standard and so all eFax.com images extracted by AngelTrack will appear in their native format -- which is vertically flipped.

After uploading such images, you must click the "X Page(s)" link to view the document in AngelTrack, and then use AngelTrack's  ⇅ Flip  button to vertically flip each page image.

What is this error message about JPEG 2000 format?

JPEG 2000 is an image file format, similar to JPEG and GIF. Certain document scanners use the JPEG 2000 format to encode the images inside the .PDFs they generate for you.

Unfortunately the format is patent-encumbered, and AngelTrack does not support it. Instead, AngelTrack supports the regular JPEG format, as well as PNG, GIF, BMP, SVG, and TIFF.

To switch from JPEG 2000 back to regular JPEG, you may simply need to update your scanner's driver software, or update the software in its PC control panel. If that fails, look inside the scanner's settings to see if it offers a choice of image encoding. Choose regular JPEG instead, or PNG.

You are also free to ignore AngelTrack's warning, and upload the .PDF to AngelTrack anyway. AngelTrack will not be able to extract any images from it, and so instead will store the .PDF whole. It can be retrieved later, but its contents cannot automatically appear inside AngelTrack's run reports, the way that all other documents do.

New Why does it accept only the first page of this .PDF of the patient's insurance card?

This is a special rule that applies only to the "Insurance cards" document type. If a .PDF is uploaded containing multiple page scans, only the first large image is accepted.

Remember that the patient's latest "Insurance cards" document is displayed in many places throughout AngelTrack's billing system. This rule exists to prevent a large multi-page scan of insurance cards from overwhelming the web pages where such is displayed.



Incidents

Who can read which incident records?

All employees can view:

In addition, if an incident is used as a writeup, and a blamed employee is asked to sign the writeup, then the blamed employee will be shown the incident's summary, its cause, all of its contents, and all of its attachments.

Captains and HR can view any incident, open or closed, assigned or unassigned, EXCEPT incidents marked "Lock out captains and HR". Locked incidents can be viewed only by the assigned employee and by the AngelTrack administrator.

How do I turn an incident record into a formal write-up?

In the HR section of AngelTrack's online help you will find the Disciplinary Writeup Guide for doing exactly this.

Can I get a notification email when somebody assigns an incident to me?

Yes.

Simply configure your email address on file in AngelTrack, using your "Employee Edit" page. To access that page, click your initials in the upper-right hand corner of any AngelTrack page.

You may need to tick the adjoining checkbox, in order to opt-in to incident notices (in addition to AngelTrack's other notices). Once opted in, you will also be notified if somebody else makes a change to an incident assigned to you.

Can I get the notification as a text message?

Yes.

Your cellphone has an email address provided by your cellular carrier. Anything sent to that email address will be delivered as a text (SMS) or MMS message. The AngelTrack help has a list of all cellular carriers and the format of the email addresses for phones in their service. There is a link to this list on your "Employee Edit" page next to the email address field.



Timeclock

Why is the timeclock allowing employees to clock-in from home?

By default the timeclock is unrestricted. You just need to configure its restrictions.

In the "Timeclock Hosts" page under "Settings", you need to disable the two entries named "All IPv4 addresses" and "All IPv6 addresses". Then create entries for each of your stations or other allowed clock-in/clock-out locations (e.g. remote offices).

The "Timeclock Hosts" page displays your current IP address and pre-creates an entry for allowing clock-in/clock-out from that network; to use it, just name the entry and click "Add". In this manner, you can visit the "Timeclock Hosts" page from each of your stations, adding them one by one.

Do I need to have a static IP address for the timeclock's IP restrictions to work?

No, a dynamic IP address is fine.

When specifying a dynamic IP address as an allowed clock-in locations, give only the first two octets. For example, if your dynamic IP address is 133.87.244.190, probably the 133.87 remains constant while the 244.190 changes regularly. Next week it might be 133.87.16.222, or whatever. So tell AngelTrack that only the 133.87 part matters. Specify it like this: "133.87/16". The "/16" part says "Only consider the first sixteen bits", which is the 133 (8 bits) and the 87 (8 bits).

How are my crews clocking out with unfinished checklists?

Even if you configure AngelTrack to prevent clockout when there are unfinished reports and unfinished checklists, an employee may be manually clocked-out by a member of any of these roles:

When a manual clockout occurs, the timeclock log entry will be automatically flagged "Needs attention". Only a member of the "Human Resources" role can clear this flag.

The employee who was clocked-out will receive a notification message to that effect, if they have so configured their messaging settings.

When a member of the aforementioned roles clocks out themself, the timecard will display "self (manual)" as the person who performed the clockout. This indicates that AngelTrack's normal clockout checks -- for unfinished reports and checklists -- were bypassed.

Can I allow certain trusted employees to clock-in from anywhere?

Yes.

There is an employee privilege you can check off, to allow specific employees to clock in no matter where they are. Use the "Privileges" tab on the "Employee Edit" page to set it.

Why doesn't AngelTrack automatically flag tardies?

Tardies in the EMS industry are a tricky thing, and so very very difficult to automate. There are many reasons why supervisors may wish to overlook a tardy (seeing as how tardies are penalized in AngelTrack's HR reports)... and these reasons are impossible to evaluate in software.

Even if that problem could be solved, AngelTrack doesn't do shift scheduling. There are already several very elegant cloud solutions to that problem, notably When I Work and When To Work. We do not wish to reinvent that wheel, when there are so many other useful features to be implemented. So, without a shift schedule, AngelTrack doesn't know when employees are tardy. Only their supervisors do.

What is the difference between "Shift Length" and "Hours in Period"?

"Shift Length" is the amount of time between clock-in and clock-out... even if the time interval crosses into the next pay-period.

"Hours in Period", by contrast, is the amount of time that falls within the selected pay period. Therefore, if an employee is on the clock during a pay-period boundary, then their "Hours in Period" will be less than their "Shift Length".

Help! We all came in to work this morning, and nobody can clock in!

Your station's internet service provider changed your IP address. The new IP address is not in AngelTrack's list of company facilities.

You can add the new IP address, or better yet the new range of IP addressses, to AngelTrack's list of company facilities. Visit the Timeclock Hosts page under Settings to do so; you must be an administrator or a member of HR. To learn more, read the Timeclock Hosts Guide.

If your ISP keeps changing your IP address over wildly different ranges, causing this problem to recur, then consider giving them a few bucks for a "static IP address" that is guaranteed to never change.

I think my boss might be tampering with my timecard...

Nobody can alter a timecard in AngelTrack without leaving a journal. Every employee can view these journals for their own timecard. The journals are tamper-proof and stored forever.

Any time you see the journal icon Journal next to an entry in your timecard, just click it to read the journal. It will show what change was made, when, and by whom.

If you see the lock icon Locked next to an entry in your timecard, it means that HR has locked it in order to do payroll. Once locked, nobody can alter the timecard for any reason.



Announcements

Why isn't my new announcement being shown?

Hourly employees are shown announcements only AFTER they clock in, so as to avoid complaints about having to read announcements while off the clock.

Also, if an employee clocks in and already has a dispatch assigned, announcements will wait until after the dispatch is completed.

Can I reread past announcements that I've already seen?

Yes.

On the Crew Home page, there is a "Review Announcements" link that opens a list of all announcements targeted at the employee. Supervisors and other back-office employees can click the "Announcements" link available on both the Supervision home page and the HR home page.

If you wish to forcibly re-show an announcement to all targeted employees, then simply open it in the Announcement Edit page and re-save it.

Can I edit the built-in announcements?

Yes.

Remember, if you modify an announcement, it will be automatically re-shown to all targeted employees.



PCR

Why does a single unfinished report show up in both crew members' to-do lists?

Until a crew member is designated as the attending, all crew members onboard the vehicle are liable for completing the report.

AngelTrack automatically sets the attending to be the first crew member who opens the PCR. So, if nobody has opened the PCR, then the attending is not set, and everyone in the truck is liable.

If a shift contains only a single crew member, then that crew member is automatically marked as the attending for all calls assigned to the shift.

How do I change the attending to a different crew member?

When a dispatch is assigned to a shift, any crew member included in the shift can make themself the attending, by visiting the Followup page and clicking the Make Me the Attending button.

Any lieutenant included in the shift, and any captain (even one not on board), can use the Followup page to select any crew member as the attending.

QA reviewers can alter the attending during the QA review process, in order to fail the report back to a different crew member.

Dispatchers and Billers can alter the attending at any time, using the Followup page.

Can I change the layout of the AutoCompose'd narrative?

Yes.

Under the Settings page select "Document Templates". Edit the template named PCRNarrative.txt. You can rearrange or remove any sections (enroute, onscene, transporting, destination) you wish. You can also add other variables (like [BUSINESS_NAME] or [BUSINESS_STATE_LICENSE_NUMBER] to name a few), additional text, and/or formatting marks to be included in all composed narratives.

Can I block my crews from using AutoCompose?

Yes.

To block an individual employee from using it, visit the Employee Edit page and select the "Privileges" tab. Uncheck the "Use the Narrative Composer" box and then save.

To block everyone from using it, visit the Settings page and select "Document Templates". Edit the template named PCRNarrative.txt. Delete any sections (enroute, onscene, transporting, destination) that you will not allow the Narrative Composer to write.

When blocking everyone from using AutoCompose, it's a good idea to let them AutoCompose the enroute section of the narrative. That section contains nothing but dry facts such as date, time, crew names, crew patch levels, vehicle name, origin name, and so forth. It virtually never contains medical content, so AutoComposing it will save your crews a lot of repetitive typing.

Why does AutoCompose write a slightly different narrative each time I click the button?

AutoCompose randomly chooses different expressions and word order each time it runs. If you closely compare several different AutoCompose narratives for the same dispatch, you will see that the same pertinent information is always included, despite the randomization of phrasing.

Why does the "PCS" button sometimes turn dark yellow?

A dark yellow button in the PCR is an advisory: the information is probably needed, but AngelTrack is not certain that the information is needed, so the crew is not required to input it. They can send their report to QA while dark yellow buttons are still showing.

The PCS button lights up when a PCS is needed (a Medicare patient traveling non-emergent) and not yet on file. It turns bright yellow if your "PCS Completion" preference setting is "Required", versus dark yellow if your setting is "Advisory" or "Strict". Read the PCS Requirements guide to learn more about these settings, and for advice on selecting one.

Why isn't it allowing my crews to edit their leg times?

Crews are not permitted to edit their leg times when the dispatch is still open. Once it closes, editing is permitted.

This restriction exists to prevent the crew from making an edit that could confuse the dispatchers. For example, suppose the crew has been transporting for 40 minutes, and the dispatchers are monitoring the board as usual. Suppose the attending decides to edit the leg times, and makes a mistake. Suddenly the dispatch board changes to "transporting for 2 minutes", and the dispatcher is left questioning her sanity.

Where is the reperfusion checklist?

The reperfusion checklist is a popover shown by the PCR's "Meds" page.

When the crew selects any medication that is marked as a thrombolytic, a warning icon is displayed, along with a link to pop up the checklist. The answers to the checklist will be saved in the PCR, and will thereafter appear in the run report.

AngelTrack's built-in medication list already has its thrombolytics appropriately marked. If you add a new medication to the list, you can mark it yourself as a thrombolytic.

Where is the stroke screen?

AngelTrack provides an interactive version of the the Los Angeles Prehospital Stroke Screen (L.A.P.S.S.). The interactive features reduce the amount of cognitive processing needed to complete the screen; remember, these screens are usually performed in a terrible hurry.

The stroke screen is a popover shown by the PCR's "Assessment" page. The screen can be activated manually; it will activate automatically if the crew member enters certain exam findings that are correllated with stroke.

AngelTrack also offers the Rapid Arterial oCclusion Evaluation (R.A.C.E.) screen, if your state requires it instead of the L.A.P.S.S. To switch the PCR to a different stroke screen, visit Preferences under Settings.

Why do all the crew and PCR pages have black backgrounds?

To protect the crews' night vision.

Why are the buttons on the Run Call page so huge?

They are huge so that they are easy for a driver to press on a small smartphone screen.

Remember, the driver is usually accessing AngelTrack from a personal smartphone because the tablet is in back with their partner.

Can I get a list of all the fields supported by the PCR?

Yes, the list is right here: List of Fields in AngelTrack's PCR (.xlsx)

Bear in mind: AngelTrack is NEMSIS v3 certified, which means it supports everything in the national standard for PCR fields. The list is enormous and frankly excessive for most situations, because it is meant to capture all possible EMS situations.

AngelTrack also has custom PCR fields, allowing you to add an unlimited number of new datafields, and to choose when the crew must answer them.

New Why isn't it auto-populating the patient's demographics, billing, and medical history?

If the PCR's Patient, Billing, PMHx, and History tabs are not automatically populating with data that was previously collected for the patient, it is probably because there are duplicate patient records in the system: record A was populated, but record B is attached to the dispatch and is not populated yet.

To learn where duplicate patient records come from, and how to merge them away, read the Duplicate Patient Records Guide.

New Can I designate certain PCR fields as mandatory?

No.

AngelTrack's design philosophy says: if the PCR demands an answer in a datafield, crew members will be forced to lie, because ambulances are hectic places and there isn't always time to collect all data.

This is why datafields in AngelTrack's PCR always have a "[Not recorded]" option. It is the crew's responsibility to collect and input data as best they can, and it is the responsibility of the QA reviewer to approve of missing data on a case-by-case basis.

In other words, missing PCR data is a disciplinary issue, not a technological issue. To that end, AngelTrack gathers statistics on how completely each crew member fills out their PCRs, and these statistics can be viewed as graphs showing each crew member's completeness over time. The graphs provide the quantitative data needed to hold crew members accountable, and to measure their improvement over time.

On a related note, you can add custom PCR fields to the system, and designate them as mandatory under certain circumstances.



Run Reports

Why do my run reports sometimes show large numbers of blank fields?

When viewed by a QA reviewer using the links on the QA Review form, a run report shows all possible data fields regardless of whether or not they contain information. This is done so that QA is aware of what information was NOT provided by the crew and by the dispatcher.

At all other times, run reports omit data fields if they contain no information, except for the following fields which are always shown even if empty:

How do I fax out the run report from the PCR?

You need a fax-over-internet app installed on your mobile device. There are dozens available, and most of them are quite cheap. We've tested both RingCentral (a full-featured VoIP solution) and MetroFax (a low-cost fax-over-internet solution) and had good results.

Once the app is on your device, hit the "PDF" button in the PCR. AngelTrack will download the entire run report -- including signatures and documents -- in a single .PDF file. Your mobile device will then offer you a choice of applications to handle the .PDF. The fax application should be one of those choices.

Printing my run reports uses too much paper...?

First, consider using the "Compact PDF" export option in AngelTrack, available from several different grids available to dispatchers and billers. This option will remove the pagebreaks that are normally inserted between report sections. The pagebreaks improve readability, but obviously make the report consume about twice as much paper.

Second, when printing, use the "Print Options" or "Page Setup" feature to choose four pages per sheet, rather than full size. Some web browsers amd most .PDF readers (such as Acrobat and Nitro) have this capability. Your printer may also offer this option via its printer driver -- meaning the option will be somewhere in the "Printer Setup" menu. The printout will be smaller but, provided your printer is capable of 600dpi, will be perfectly legible and ideally suited for archival purposes. However you won't be able to fax it out, because fax machines are only capable of 100dpi / 200dpi (fine) / 400dpi (superfine).

How can I archive my old run reports?

AngelTrack can download your complete run reports as .PDFs, zipped up for you in batches of 100. Download the zipped batches using the Closed Dispatches grid, burn them to CD, and squirrel the CD away someplace safe.

The run reports contain all dispatch and PCR data, all attached documents, all electronic signatures, and all other attachments such as ECG strips and diagnostic images. They are fully self-contained .PDFs that use no special features, and so they are viewable and printable using any .PDF reader.



QA Review

Why is the "Service Provided" sometimes different than the "Service Requested"?

It is the QA reviewer's responsibility to determine the actual service level provided, which obviously can differ greatly from the service level requested. Once that determination is made, all of AngelTrack's postprocess workflow treats the dispatch as the level provided rather than the level requested.

QA reviewers can upgrade or downgrade calls as they see fit.

AngelTrack will estimate what service level was provided by examining the PCR records created by the crew, and also the patch levels held by the crew members. This estimate is displayed on the QA Review page as an underline on the appropriate radiobutton. If the QA reviewer chooses a service level other than the one underlined, they should be able to explain why... and should do so in the Billing Notes field.

To learn more about the QA review process, read the QA Review Process Guide.

Why is AngelTrack's estimate of the "Service Provided" always coming up "wheelchair"?

One of the things AngelTrack considers in estimating the service provided, is the patch levels of all crew members who were aboard the vehicle. If some of the crew members have forgotten to record their certificates in AngelTrack, then AngelTrack does not know that they have patches. As a result it will conclude that only wheelchair service was provided.

Also remember: AngelTrack checks the crew's certificates that were in force on the date of service. It may be necessary for crew members to appropriately backdate their certificate records in AngelTrack, so that they will show up on the date they ran the call. To learn more about certificate tracking in AngelTrack, read the Certificate Tracking Guide.

Does AngelTrack LLC offer QA services too?

No.

However, we can refer you to an experienced QA reviewer who will perform your QA reviews for a simple a-la-carte fee.



Uploads to State Trauma Registry

Does AngelTrack automatically upload data to my state trauma registry?

Yes.

Your state trauma registry must have a NEMSIS v3.4.0, v3.3.4, or v2.0 compatible webservice up and running.

They will issue you a username, a password, and an agency number. Give this information to AngelTrack Support, and they will configure and test your data uploads to your state. Or you can configure the uploads yourself, by visiting the State Upload Status item under Settings. To learn more, read the State Trauma Registry Uploads Guide.

What if my state trauma registry doesn't have a webservice yet?

AngelTrack can batch up your state trauma registry reports for you, to be manually uploaded... either directly to the state, or via the ImageTrend gateway. AngelTrack will automatically keep track of which run reports require upload, and which reports you have already sent.

Eventually they will get a proper webservice running, it's only a matter of time.

I represent a state trauma registry, how do I add my state-specific PCR requirements to AngelTrack?

The NEMSIS specification provides a standard way for states to publish their specific PCR requirements for integration into all NEMSIS-compliant PCR applications.

You must express your state-specific requirements as a Schematron file. Once your Schematron file is debugged, publish it on your trauma registry website, and notify the NEMSIS project of its existence. Software vendors -- including AngelTrack -- will then download the Schematron file and add it to their software.

Once that's all done, then EMS crews in your state will be forced to satisfy your Schematron's rules when submitting their run reports to QA. The entire process is automatic, and does not require anyone to write new code.

What about my state's facility list?

All state trauma registries should publish their lists of public health facilities. The list contains each facility's name, address, and its state-assigned ID number. The latter will be included in the NEMSIS uploads which AngelTrack sends up to the trauma registry.

Your state probably offers its facility list as a Microsoft Excel™ spreadsheet. AngelTrack can import the facility list as a .CSV, so use Excel to "Save as..." a .CSV, and then import it into AngelTrack using the Facilities List importer. To learn more about the importer, read the Facilities List Importer Guide.

Unfortunately, NEMSIS does not provide a standard format for these facility lists, and so there are 50 different list formats. If the import doesn't seem to be working, it is probably because your state's list is in an unusual format. Send it to AngelTrack Support, and we will take care of importing it for you.



Other Regulatory Issues

State auditor wants to see the HIPAA "Business Associate" agreement, where is it?

Visit your cloud server and manually type this URL:

https://your_cloud_server.angeltracksoftware.com/TermsOfService.aspx

That will load the Terms of Service document that you originally signed when deploying AngelTrack. The necessary HIPAA covenants are in the "HIPAA Assurances" section. Your captured electronic signature will be reproduced at the bottom. You can print out the page and show it to the auditor.

If the auditor requires an authorized signature from AngelTrack LLC also, call AngelTrack support and we will fax one to you.

My city/county wants to monitor my dispatch board...?

AngelTrack has a special "Onlooker" security role for this purpose.

You must issue an employee account to your regulator, and add that account to the "Onlooker" role. It needs no other permissions. Your regulator will then login to your AngelTrack cloud server just like an employee... but they will only be able to view a special read-only dispatch board and a read-only live map, showing only those dispatches which are both active and assigned.



Fleet

Why aren't my vehicles' mileages automatically updating?

AngelTrack continuously updates the odometer reading of all of your vehicles, for use by the fleet maintenance features as well as the fuel tracking features. It does so using the stream of odometer readings submitted by crews as they run calls, purchase fuel, and call in shift start/shift end.

If your vehicles' odometer readings are not automatically updating, then one or more of the following is occurring:

How do I monitor my vehicles' fuel consumption rates?

The Fuel Usage Analysis report, under Supervisor home, shows fuel burn rates. This help document explains the various problems that can be identified from the analysis, including examples.

The Vehicle Total Costs report also shows fuel usage, along with other vehicle costs, broken down per mile and per dispatch.



Licensing

How do I pay for my AngelTrack license?

After you meet with your integrator and agree on a deployment schedule, your AngelTrack cloud server will be activated. You can access it, explore the features, and begin configuring your operation. You do not need to pay for a license until you are ready to start booking calls.

Licenses are purchased right inside the product, using Paypal. You can pay with a credit card, or with a paypal balance, or with a direct draft from a linked bank account.

You can also opt in to an automatic subscription -- monthly or annually -- so that you don't have to remember to pay again.

Is there a sales tax?

Only for EMS companies operating in Texas.

AngelTrack LLC is a Texas corporation and so sales of cloud software services for use in Texas are subject to state and local sales taxes in force at the primary location where the services are consumed... i.e. at the customer's headquarters. This is the result of a ruling from the Texas state attorney general specifically addressing the question of cloud software services:

Accession 201207533L regarding web services

Your AngelTrack cloud server already knows your headquarters address and so will add the appropriate sales tax to your license purchase and to your recurring subscription (if any).

What happens when my AngelTrack licenses are used up?

When all licenses are exhausted, your AngelTrack cloud server enters the "cooldown period".

During the cooldown period, all features continue to work with just one exception: no new dispatches can be created.

You can still run any dispatches that were already scheduled.

These terms are laid out in the Terms of Service that you will sign when activating your AngelTrack cloud server.

If you do not intend to renew your AngelTrack license, then use the cooldown period to export all data you wish to keep. The cooldown period lasts 30 days. At the end of the cooldown period, your cloud server will be deactivated, and all data and all backups will be permanently destroyed.

What happens when my business grows into a larger license class?

As your business grows, you will eventually exceed your current license's call volume limit. The call volume limits for all license sizes are shown on the main website.

When your call volume exceeds your current licenses's limit for two months in a row, we will notify you of a license review. After the third month over the limit, your cloud server will be upgraded as necessary, and all license days remaining will be prorated at the larger license price.

For example, suppose you land a new contract, and proceed to blow the top off your Bronze license. After two months of that, we will notify you of a pending license upgrade. After the third month, you will be upgraded. If you had 90 days of Bronze remaining at that time, then you will have 45 days of Silver remaining after the upgrade.

The same is true in reverse: if your business subdivides or contracts such that you now fit within a smaller license class, we will downgrade your license and prorate all days remaining.

How do I lock in today's prices for the future?

So far, we have never raised our rates. That means inflation is on your side: AngelTrack gets a little bit more affordable every year.

But still, a price increase could happen at any time.

If you wish to lock in today's prices against that possibility, do so by purchasing licenses in advance.

For example, suppose you are worried that AngelTrack LLC will become a bad citizen and suddenly triple its prices. Suppose you wish to maintain a 60-day hedge against that possibility, to give yourself time to migrate to a different software application. Of course we hope to earn your trust and respect over time, but if you are a new customer, you have no reason to trust us yet. Perfectly reasonable.

Create your 60-day guarantee by purchasing three months' of licenses up front, giving you 90 days in your license. Then begin a month-to-month subscription. At the end of 30 days, when you have 60 days remaining on your license, your subscription will automatically purchase another 30 days. That will refill your guarantee back to 90 days, so that it always has at least 60 days in it.

If your fears come true and AngelTrack LLC starts behaving badly, you can cancel your subscription and then just coast on your remaining license days. You will never pay a cent at the new prices.

During a license upgrade, how does the pro-rate work if the prices have changed?

Whenever you purchase a license, you are locking that days's prices through any future pro-rate. That means your pro-rate will be calculated using the prices as they were at the time of purchase.

If AngelTrack's prices have since gone down, the pro-rate we will be calculated using whichever prices (original or current) are more favorable to you.

This is one of the benefits of purchasing annual licenses rather than monthly: you lock in the prices for an entire year -- not only the price of your current license size, but also the price of the larger license you will eventually need.

We hope all AngelTrack customers need a pro-rate, because that means business is booming and you are growing. :)

Can I run AngelTrack on my own server machine, instead of from the cloud?

No.

Our secure datacenters, plus our obsession with uptime, guarantees that your AngelTrack service is reliable, fast, and bulletproof. As your employees come and go, they will remember their experience with AngelTrack. We do not want that experience to be tainted by the problems of a non-professional datacenter, because we want them to ask for AngelTrack at their next employer.

This is how AngelTrack is marketed: word of mouth. We don't spend money on marketing, and this allows us to crush our competitors on price.



Resellers

My reseller is actually a local competitor. Can they see my data?

No.

Your reseller cannot access your cloud server unless you issue them an account. You would do that if they were also your biller. You might also do that if you call them for support and ask them to take a look at something for you; afterward, you can disable the account again.

The issue is more fully explored in this help document: Reseller Access to Your Cloud Server.

Can I get support from a different AngelTrack reseller?

Yes.

Just ask, and we will promptly reassign you -- just as soon as your desired reseller consents.

New Should I buy AngelTrack from a reseller, or should I buy direct from headquarters?

Direct purchase from headquarters is always at list price, so there is no financial benefit in buying direct.

If there is a reseller in your region of the country, then there are serious advantages in buying from them instead of direct:

The list of resellers is posted on the main AngelTrack website.

New There is no reseller in my region yet; can I become one?

You may apply to become an AngelTrack reseller after you meet the following requirements:

  1. You must use the product to run an EMS company for at least six months, covering at least 2000 completed dispatches of which at least 1000 must be BLS+.
  2. You must use the product's billing features to run your billing office.
  3. You must have at least one other EMS company ready to sign up, with the intention of using you for AngelTrack support.
  4. The day-to-day supervisor of your office must have at least four years' full-time employment in the EMS industry within your region, and within the past five years.
  5. The manager of your support team (the people who will provide phone support for AngelTrack) must have at least two years' full-time employement in the EMS industry within your region, and within the past five years.



Data Backups

How do I backup my data?

All of the data in your AngelTrack server is automatically backed-up for you on a regular basis. The "Terms of Use" binding you and AngelTrack LLC dictates a backup schedule of at least once a week, but AngelTrack LLC may opt for more frequent backups.

Visit the "Diagnostics" page under "Settings" to check the data/time that your data was last backed up. The automatic backup normally occurs at 02:30 AM your local time.

Backups are stored off-server, in a private data storage cloud.

Can I have a copy of my data?

Yes.

All of your data has export facilities built right in to AngelTrack's pages. Look for the export icon at the top-right corner of any data grid. Meanwhile, full run reports can be downloaded at any time as .PDFs or as NEMSIS 3 XMLs, including all signatures and attached documents. AngelTrack also has programmatic export options for serving data directly to other software applications.

To learn more, read the Data Export Guide.

When does my older data go offline?

Never.

All of your data, going all the way back to your first call, is kept online in AngelTrack forever, for as long as you maintain your license. At any time you can review and analyze all of your data, going as far back as you wish.



Security

How can I see who is connected to my cloud server?

The Heartbeat page under Settings shows the last two minutes of client requests, and who made them.

Remember, with web browsers there is no such thing as a "connection"; there is simply request/reply, request/reply, request/reply. So the only thing your AngelTrack cloud server can show you, is the list of recent requests and who made them.

Every employee's HR record also shows the last date/time they attempted to login, and the last date/time they successfully did so.

Can I change my cloud server's URL to be in my company's domain?

Yes.

To change the URL of your Customer Portal, contact your domain registrar. Your registrar must add a DNS 'A' record that points to your cloud server's IP address. For example, if you are AcmeEMS.com, then you can add an 'A' record for "portal", so that "portal.AcmeEMS.com" points to your Customer Portal. Once that's done, contact AngelTrack support so we can add the new URL to the load-balancer and thus direct the web traffic appropriately.

To change the URL of your Employee Portal, you must do the aforementioned at your domain registrar, and you must provide an SSL certificate to AngelTrack for installation onto your cloud server. The SSL certificate is required because all traffic to your Employee Portal is encrypted. Since your cloud server will now be operating under your own domain name, rather than AngelTrack's, then only you can issue an SSL certificate for it; AngelTrack technical support CANNOT issue the certificate.

Can I get the logs showing all web activity on my cloud server?

Yes.

Administrators and HR can access the logs from the "Support" page. There is a separate logfile for each day of operation. Every single web request is logged, including the date, time, username, IP address, browser, and requested page. To learn more, read the Data Leak Forensics Guide

When reviewing the logs, remember that the timestamps are in GMT, so you must subtract several hours to convert the timestamps to your local time.

Why does it let me login to the Customer Portal with the wrong access code?

The Customer Portal will accept any access code, and it will show the departures and arrivals boards as usual... however, they won't contain any data unless the access code is correct.

This prevents a password-guessing attack: since there is no way to tell whether an access code is wrong, there is no way to decide when you've guessed right. Incidentally, the Beacon app's tokens use the same principle: anyone can upload a position report for any token, but only AngelTrack knows which tokens are valid.

To learn more about the Customer Portal, read the Customer Portal Guide.



Miscellaneous

Why does it always zip up files for download, even when it's just one file?

The ZIP file format is not just for compression, it is also for protection. If the contents are corrupted while in transit, it will fail to unzip, and then you'll know the contents are bad.

Corruption in transit occurs on a regular basis, especially for customers whose office computers are on a crowded wifi network. Without ZIP, they would not know that their download file was corrupted.

Can I download all of the online help as a PDF book?

Yes.

Adobe Acrobat can do this, via its "Create PDF from Web Page" feature which is capable of including an entire website. You can also use a service like PDFMyURL.com or similar, which can download an entire website and wrap it up as a single PDF.

You'll need this URL to the root document of AngelTrack's online help:

http://support.angeltracksoftware.com/help/index.htm

I'd like to request a new feature be added to the product...?

Sure.

We greatly desire feature requests from customers, because that lets us know where you are struggling. Every feature request represents a new opportunity for the product to become even more useful and valuable.

Because we hear so many feature requests, we organize them in a master list, which then drives the choice of what will be implemented in each new release.

Items on the list will move to the top -- and therefore be implemented straightaway -- under these circumstances:

Most feature requests are "Wouldn't it be nice if...", and therefore go to the bottom of the list until other customers come to ask for the same thing.