When the system is settled (effectively or not), it runs within its own rules. Once you try to change something about it, you risk running into problems. Let me demonstrate this with a very simple and stupid example.
When we bought the practice, it had the phone system installed by Avaya, with phone lines and Internet covered by Comcast. So when there was a problem with our phones, we called Comcast first. Only two times during four years we had to call Avaya. One time they sent a technician and another time they sent a new phone. Problems were solved. The system, set up by the previous owners, worked well. But it was too expensive.
After an introductory first year, Comcast raised its bill by $30. Not much but I watch every dollar. So I called them and negotiated a new rate. It came with a term, but we planned to stay with them as there is no competition in the area. This year, when I started researching digital phone systems, I found that the original lock-in term was three years. So no digital phone system for more than a year.
"Carefully read every agreement you sign, try to avoid long-term lock-ins, or at least keep close track of their details."
Avaya was asking a lot for maintenance and was consistently raising its rates. It finally reached $560 a year for the service we barely need. I found a local company that can send a technician for $100/hour. A phone that we use costs $90 on Amazon. Happy with my findings, I just ignored Avaya's bill for maintenance. To me it was clear - if I don't pay the bill, I don't need your insurance anymore. I was wrong. They started chasing us and eventually sent our bill to collection. Even before collection, I had to make official request to break our agreement. They had to wait 30 days to fulfill it and charged all the way till that day, $170. I firmly believe they went way overboard with this. It was a maintenance agreement, not the actual service delivered. But these were the terms of the agreement and I didn't take them seriously when transferred the bill to our name.
A take-home message? Carefully read every agreement you sign, try to avoid long-term lock-ins, or at least keep close track of their details.
Since we purchased our practice five years ago, I have a worksheet where I save account related information for every supplier/service provider we are working with. After that experience with Avaya, I realized more information was needed and added a section regarding terms of our agreements. If you don’t have a similar worksheet, please find a time in your schedule and make one. Or, if you want to save time or need some inspiration, grab mine HERE.