Eaglesoft Customer Service — Expert Guide for Dental Practices

Overview and Role of Customer Service

Eaglesoft, distributed and supported by Patterson Technology, is a widely used dental practice management system that has evolved continuously for more than two decades. Effective customer service for Eaglesoft covers a spectrum from routine software updates and phone-based troubleshooting to on-site server diagnostics, database recovery, and integration help for digital radiography. Practices rely on support not only to resolve downtime but to optimize workflows, billing, and regulatory compliance.

Good Eaglesoft customer service blends technical expertise (SQL Server, Windows Server, networking) with dentistry-specific knowledge (insurance form mapping, procedure codes, imaging integrations). An ideal support engagement reduces chair-side disruptions, shortens patient wait times, and protects revenue cycles by keeping electronic claims, batch submissions, and reporting functioning predictably.

Primary Support Channels and What to Expect

Patterson maintains official support resources via its website (https://www.pattersondental.com) and a dedicated support portal for account-specific cases (search “Patterson support Eaglesoft” to reach current portals). Typical channels include: portal ticket submission, email case creation, phone support for urgent issues, and scheduled remote sessions using secure remote-access tools. For non-urgent configuration questions you should expect acknowledgement within 4–8 business hours; for critical outages (system down, no access to patient records) many providers offer expedited routing with response windows measured in 1–2 hours.

When you open a case, support will ask for reproducible steps, specific error messages, the Eaglesoft version number (visible in Help → About), Windows Server/Workstation OS versions, and the SQL Server version and build. Having this data ready (see checklist) cuts triage time dramatically and often resolves problems during the first contact.

Tiers, Service Levels, and Typical Pricing

Support for Eaglesoft commonly follows tiered models: Level 1 handles account and workflow questions, Level 2 covers application errors and configuration, and Level 3 involves database recovery, advanced diagnostics, or developer escalation. Many practices have annual maintenance or support contracts; typical market ranges for annual software maintenance and remote support are roughly $1,000–$5,000 per location depending on practice size and included services. On-site visits or major data recovery events are billed separately and can range from $150–$300 per hour plus travel.

Service-level agreements (SLAs) that practices should negotiate or confirm include: guaranteed initial response time (1–4 hours for critical incidents), escalation timelines (24–48 hours to Level 3), and scheduled maintenance windows for upgrades. Confirm whether upgrades include end-to-end testing of imaging and clearinghouse submissions or whether those are treated as billable consulting hours.

Common Issues and Practical Troubleshooting

The top categories of Eaglesoft issues are database connectivity errors, imaging failures, report generation problems, and claim submission/clearinghouse rejections. A pragmatic troubleshooting flow is: reproduce the issue, isolate server vs. workstation, verify network connectivity (ping and DNS resolution), check SQL Server service status, and examine Eaglesoft logs found in the application’s log folder. Simple fixes often include restarting the SQL service, verifying Windows updates didn’t change firewall rules, or re-linking imaging providers via the Imaging/PSR settings.

For claim rejections, get the raw 835/277 response and the claim trace ID before contacting support. For imaging problems, identify whether images fail on capture (workstation) or retrieval (server). If database corruption is suspected, stop write activity immediately, take a file-level backup of the MDF/LDF, and escalate to Level 3 support—attempts to run ad hoc repairs without vendor oversight increase risk of data loss.

Data Management, Backups, and Disaster Recovery

Eaglesoft relies on Microsoft SQL Server for the primary database in most installs. Best practice backups include a nightly full SQL backup, transaction log backups every 15–60 minutes for busy offices, and weekly offsite copies (cloud or physical). Test restores quarterly: a backup is only as good as its ability to restore to a test environment. Practices should record full backup size (GB), average restore time, and RTO/RPO targets—common targets are RTO ≤ 4 hours and RPO ≤ 1 hour for high-volume practices.

Confirm that imaging files and attachments are included in backups; these are sometimes stored on separate file shares. If your office uses shadow copies or NAS replication, verify retention and integrity. Pre-upgrade backups should include a full SQL backup, file-share snapshot of imaging and templates, and an export of user/security settings. Support teams will refuse to proceed with risky operations without current verified backups.

Training, Onboarding, and Knowledge Transfer

Effective customer service includes both reactive support and proactive training. Onboarding packages typically include a series of 60–90 minute sessions: chart management, scheduling and recall, billing and claims, insurance setup, and imaging integration. Expect to budget 6–12 hours of paid training for a medium-sized office to reach competency across administrative and clinical roles. Many vendors also provide recorded video libraries and role-based quick-reference sheets for daily tasks.

For turnover resilience, insist on a written runbook that includes: daily startup/shutdown steps, backup verification checklist, escalation contacts, and frequently used SQL queries for simple reconciliations (counts of encounters, unsent claims). This runbook reduces resolution time when the office manager is unavailable.

Security, Compliance, and Integrations

Eaglesoft deployments must comply with HIPAA and local privacy regulations. Verify access controls (unique user accounts, password policies, role-based permissions), encrypted backups for offsite storage, and secure transport for any remote access solution (VPN or enterprise-level remote support tools). Conduct annual security reviews and ensure Business Associate Agreement (BAA) terms are in place with your support vendor if they access PHI.

Common integrations include digital radiography (TWAIN/DICOM), intraoral cameras, imaging archives, and clearinghouses for electronic claims (ANSI X12 837/835). Before upgrades, document third-party driver versions and obtain vendor compatibility statements—unsupported combinations are the most frequent source of post-upgrade failures.

Pre-Support Checklist (what to have ready)

• Eaglesoft version and build (Help → About) and Windows/SQL Server OS and build numbers
• Exact error text, screenshot, and time of incident (timezone) plus affected user accounts
• Recent backups: date/time of last full SQL backup and backup log file locations
• Is the issue isolated to one workstation or all users? Include workstation name(s)
• Network details: server hostname/IP, client IP, and whether VPN or remote desktop is in use
• Relevant clearinghouse error codes or imaging vendor error messages
• Preferred contact method for live troubleshooting and available maintenance windows

Key Technical References for Support Staff

• SQL: verify service (MSSQLSERVER or named instance) and check Windows Event Viewer application logs for SQL-related errors
• Backup files: confirm .bak files for full backups and .trn for transaction logs; test restore to a sandbox server quarterly
• Imaging: confirm TWAIN/DICOM drivers and the imaging share path (often a server UNC like \\ServerName\Imaging)
• Network ports: ensure SMB and SQL ports (default TCP 1433) are reachable between workstations and server; confirm no recent firewall rule changes
• Documentation: maintain a current runbook with admin credentials stored securely (password manager) and next-step escalation contacts

What is the Covetrus controversy?

“Covetrus shipped over $20 million in prescription drugs to unauthorized end-users in violation of federal laws that are designed to ensure prescription drugs are kept within a controlled chain of distribution and to prevent diversion and inappropriate use.

How many dental offices use Eaglesoft?

30,000 users
Eaglesoft has a 30-year track record of proven performance and reliably serves 30,000 users today. See why so many dental offices count on Eaglesoft.

How do I contact Covetrus customer service?

(877) 999-2838
Phone. Please call us at (877) 999-2838 for customer support.

What is veterinary customer service?

Veterinary client service representatives are integral to hospital operations. They not only answer phones—these team members also ensure clients feel heard and supported, pets get the care they need, and the veterinary team can focus on delivering top-quality medical care.

How much does Eaglesoft cost?

Based on our most recent analysis, Eaglesoft pricing starts at $200 (Monthly).

Does Eaglesoft use Microsoft?

Eaglesoft versions 16 and newer require Microsoft .