Support Offering
Mednet System provides a team of
professional, experienced Support personnel to
help you get the most out of your Mednet System
products . Currently, support is available as
follows:
- Email: Any user may
submit support questions via email through
our
online support form. Target response
time is 1 business day. Note: Do not
send Category 1 or 2 issues via email.
- After-Hours:
After-hours on-call support for emergencies
is also available via the toll-free number
1-877-MEDNET-4. After-hours support
incidents, except for Category 1 or 2 issues
(defined below) are billed per incident at a
rate of $150 each.
Hours of Operation
Mednet System Support (email) standard hours are
9:00am - 6:00pm EST on normal business days.
Holidays
Mednet System Support is closed on the following
public holidays: New Years Day, Presidents Day,
Memorial Day, Independence Day, Labor Day,
Thanksgiving (Thu/Fri), and Christmas Day.
When a scheduled holiday occurs on a
Saturday, it will be observed on the preceding
Friday. If the holiday occurs on a Sunday, the
following Monday will be observed.
Supported Issues
Most issues can be handled directly by
our Support team. Examples of these call types
include:
- Questions about using system
features/functions
- Troubleshooting data or functional
problems that result from how the system is
being used
- Assisting local network technicians in
evaluating connectivity and performance
- Reporting of a system issue (bugs or
system not available)
Non-Supported Issues
Mednet System Support is available to assist by
providing information to help resolve software
or business issues relating to use of Mednet
System products. Requests for extended training,
custom technical work, or other similar items
are referred to our Client Services team for
additional assistance and a price quote. For
questions regarding issues not directly related
to Mednet System's software (such as general PC
or network troubleshooting), please contact your
office's computer technicians. Mednet System
will additionally try to provide information and
links to appropriate support resources.
Priority Levels
Support issues are classified by priority level
as identified below, with the indicated response
targets:
| Priority Level Definition |
Response time |
Target
resolution |
Effort |
| Category 1: System
problem that has resulted in a down
situation in which a client is unable to
use the system or significant functions
thereof with critical impact on the
client's operations. A reasonable
workaround is not available. |
30 minutes |
8 hours
or less |
Work continuously
to resolve |
| Category 2: System
problem that has resulted in a situation
in which a client is unable to use a
significant system function, but is able
to continue working with other
functions. The impact on the client's
operations is high but not critical.
|
30 minutes |
24 hours
or less |
Work continuously
to resolve |
| Category 3: Problem
that does not seriously affect the
client's operations or schedules. A
Category 1 or 2 problem that has been
temporarily resolved with a workaround
may be categorized thereafter as a
Category 3 Problem. |
1 business day |
10 business days |
Normal business hours
|
| Category 4: All
other problems with system other than
those falling within the categories
above. This category includes errors in
documentation and instances when the
system does not operate strictly
according to specifications. |
1 business day |
Normal release cycle
|
Normal business hours
|
