Frequently Asked Questions

Question 1

What does the subscription fee include?

Accepted Answer

It includes access to Unite EMR features based on your selected plan, regular software updates, and standard support services which includes chat, email and phone support.

Question 2

Do you offer monthly or annual billing?

Accepted Answer

Yes, we offer both. Monthly billing is possible only when you purchase 10+ user licenses per site. Annual billing comes with discounted rates if the user count is beyond 10.

Question 3

Are there setup or onboarding charges?

Accepted Answer

Yes, a one-time onboarding fee applies to cover setup, configuration, and training.

Question 4

Are discounts available for multi-branch clinics or long-term commitments?

Accepted Answer

Yes, we provide volume and long-term commitment discounts. Please contact us for a custom quote.

Question 5

Can I switch plans later?

Accepted Answer

Yes, you can upgrade or change your plan based on your clinic's evolving needs.

Question 6

Can I add more users or branches mid-subscription?

Accepted Answer

Yes, Unite EMR scales with your clinic. Just inform us to activate more users or branches. Adding new branches would involve a one-time onboarding charge.

Question 7

Are there any hidden charges like SMS, storage, or upgrades?

Accepted Answer

You will directly signup with connected SMS vendors and subscribe with them directly for SMS packages. Charges for optional services will be communicated clearly in your contract.

Question 8

Where is Unite EMR hosted?

Accepted Answer

We are hosted on Microsoft Azure UAE North data center.

Question 9

Do I need to buy my own server or hardware?

Accepted Answer

No, Unite EMR is fully cloud-based and does not require local servers. If you are a corporate opting for on-premise installation kindly contact sales.

Question 10

Is Unite EMR compliant with UAE regulations such as NABIDH, Malaffi, and Riayati?

Accepted Answer

Yes, Unite EMR is fully compliant and integrated with relevant UAE health authorities.

Question 11

Is the data hosted in the UAE?

Accepted Answer

Yes, we ensure all clinical data is hosted within the UAE to meet regulatory standards.

Question 12

What kind of data backup and disaster recovery is in place?

Accepted Answer

We maintain daily encrypted backups and follow industry-standard disaster recovery protocols.

Question 13

Is my data encrypted and secure?

Accepted Answer

Yes, data is encrypted in transit and at rest, following HIPAA and ISO 27001 standards.

Question 14

What add-ons are available in Unite EMR?

Accepted Answer

We offer add-ons such as insurance module, inventory module, laboratory module, lab machine integration for easy and direct results sync, WhatsApp integration, payment gateway integrations, zoho books integrations and more.

Question 15

Are NABIDH/Malaffi/Riayati integrations part of the base subscription?

Accepted Answer

Yes, the onboarding to the relevant compliance authority is covered as part of base subscription provided you are on annual subscription.

Question 16

Can I integrate with my lab or radiology center?

Accepted Answer

Yes, we support integration with labs and radiology systems through standard protocols.

Question 17

How are AI features like medical summarization and ambient listening billed?

Accepted Answer

These features are billed based on usage or bundled pricing. Please contact us for details as we are yet to release the Beta.

Question 18

Can you support custom workflows or forms?

Accepted Answer

Yes, we support customizable workflows and templates based on your practice's requirements. The application is equipped with features that will enable the users themselves to create and configure the forms they need.

Question 19

Do you provide training for clinic staff?

Accepted Answer

Yes, we offer on-site training as part of the onboarding process. Additionally, we provide online training every week. Kindly contact us for further details.

Question 20

What support options are available?

Accepted Answer

Support is available via chat, ticketing and phone from Monday to Saturday, 9am to 7:30pm GST.

Question 21

Is support included in the subscription?

Accepted Answer

Yes, standard support is included.

Question 22

How long does onboarding and go-live take?

Accepted Answer

Typically, it takes 5–7 days depending on the clinic size and data migration needs. If the data is provided by the customer as per the requested standard, we can even go-live within 24-48 hours.

Question 23

Do you help with data migration from our existing EMR?

Accepted Answer

Yes, we provide migration services from Excel, PDFs, and compatible EMRs. Charges depend on complexity.

Question 24

What payment methods are accepted?

Accepted Answer

We accept bank transfers, cheques, and selected online payment gateways.

Question 25

Can I cancel anytime?

Accepted Answer

Yes, but cancellation terms and notice periods are governed by the signed contract.

Question 26

What is your refund policy?

Accepted Answer

Refunds are not typically issued once services are provisioned, unless contractually specified.

Question 27

Is there a minimum contract duration?

Accepted Answer

Yes, a standard one-year contract applies unless agreed otherwise.

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