HealthWare Systems Support Policy

Technical Phone Support

Standard technical phone support is provided during the hours of 8:30AM to 5:00PM CST.  The contact information for support calls during standard working hours is:

HealthWare Systems

866-326-9320 option 3 (technical support)

support@healthwaresystems.com

Please have the following information ready:

  • Description of the problem
  • Specific error messages that may have been encountered
  • Steps performed immediately before problem occurred

Your call will then be routed to the appropriate person for resolution.  In the event that the necessary technical resource(s) are not available, we will ask for contact information and will return your call promptly.  All problems will be evaluated for severity (see escalation procedure) and then prioritized accordingly.

After Hours Support

After hours support is provided 24 hours/day for Level 1 and 2 Severity problems (see escalation procedure) and should be initiated by the site coordinator.  Each site is assigned a coordinator responsible for evaluating problems and determining if they require immediate attention.  The contact information for after hours support calls is:

HealthWare Systems

866-326-9320 (technical support)

Please have the following information ready:

  • Description of the problem
  • Specific error messages that may have been encountered
  • Steps performed immediately before problem occurred
  • Contact information for follow-up calls (in the event a message is left)

Your call will typically be handled directly by the on-call support line and automatically forwarded to the on-call team of technicians.  In the event that the necessary technical resource(s) are not available, we will return your call promptly.  All problems will be evaluated for severity (see escalation procedure) and then prioritized accordingly.

Site Support

HealthWare Systems provides site support for any issues that cannot be resolved remotely within the extended resolution timeframe (see escalation procedure).  HealthWare may dispatch a qualified technician to the site to investigate, troubleshoot, and repair problems of this nature.  Site support may also occur during after-hours for Level 1 and 2 severity issues.

Hardware Support

HealthWare coordinates all hardware repairs through the original equipment manufacturer (“OEM”) for any hardware purchased by the customer from HealthWare.  This support is provided for the period of time the hardware is covered by an extended warranty from the OEM and as long as the hardware is included under a HealthWare Systems support contract.  HealthWare will also be responsible for software configuration changes resulting from such repairs.

Non-Covered Items

The following items are not covered by our support/service agreements:

  • Hardware failure resulting from abuse or misuse by CUSTOMER
  • Data recovery efforts resulting from hardware failure for servers and/or backup solutions not purchased through HealthWare
  • Data recovery efforts resulting from improper or incomplete backup processes including historical data for reporting and auditing purposes.
  • Recovery from hardware or software faults resulting from user initiated errors
  • Hardware failure which results in software configuration issues when the hardware at fault was not purchased from HealthWare
  • Consumables or “wear and tear” parts including but not limited to scanner rollers, backup tapes, toner, etc.

Escalation Procedure

Customer service is a commitment made by HealthWare Systems at every level of the organization.  Our commitment to our customers includes 24x7 support and an aggressive escalation procedure for resolving site issues.  The following defines how we classify the severity of site problems and the process we use to escalate problem resolution within our organization.

Severity Level 1 - Critical Problems.  The System or a significant component of the System is experiencing problems which cause it to stop completely or create an operating environment that could lead to data corruption and/or loss. 

HealthWare Systems will provide telephone response by one or more qualified technicians within the agreed upon Initial Response Time (see table) for Severity Level 1 Issues.  Within the Target Resolution Timeframe (see table), qualified personnel who can concurrently work to resolve the problem or condition will be assigned to the problem.  The personnel will remain assigned to the problem and work continually until it is resolved.  Every effort will be made to resolve the condition within the Target Resolution Timeframe. 

HealthWare Systems will report on the resolution status via phone according to the Status Conference Call Schedule (see table).  If the problem condition is not resolved within the Target Resolution Timeframe, HealthWare may dispatch expert on-site assistance to the customer site.  If the problem has not been fully resolved within the Extended Resolution Time Frame (see table), HealthWare System's chief executive officer will be notified.  HealthWare will provide a Written Resolution Report within forty-eight (48) hours of the resolution containing the cause of the problem, the resources required to resolve the problem, the time required to resolve the problem, and provide a description of the actions taken to resolve the problem and to prevent it from recurring.

Severity Level 2 - High Impact Problems.  The System is experiencing problems that cause a major application, function or feature to fail.  These problems typically do not limit the usefulness of the entire System. 

HealthWare will provide telephone response by a qualified technician within the Initial Response Time for Severity Level 2 - High Impact Problems (see table).  Qualified personnel will be assigned to work on the problem full-time with support from additional personnel as required.  Such personnel will remain assigned to the problem and work continually until it is resolved.  Every effort will be made to resolve the condition within the Target Resolution Timeframe.  HealthWare will provide a Written Resolution Report within forty-eight (48) hours of the resolution containing the cause of the problem, the resources required to resolve the problem, the time required to resolve the problem, and provide a description of the actions taken to resolve the problem and to prevent it from recurring. 

If it is not resolved within the Target Resolution Timeframe, the problem will be escalated to Severity 1 - Critical Problem and the procedure described for a Critical Problem will apply. 

Severity Level 3 - Medium Impact Problems.  The System is experiencing problems that cause minor applications, functions or features to fail to operate.  The problem is severe enough to limit the usefulness of the affected part of the System, but does not hamper the rest of the System's usefulness.  HealthWare will provide telephone response by a qualified technician within the Initial Response Time for Severity Level 3 - Medium Impact Problems. The problem will be escalated and resolved within the Target Resolution Timeframe as defined below.  Mutually agreed upon temporary fixes or workarounds will be implemented until a permanent resolution is provided.  The response times applicable to Severity Level 3 - Medium Impact Problems is as follows:

Severity Level 4 - Low Impact Problems.  The System is experiencing problems that cause minor irritations but do not inhibit the usefulness of the System or Products.  HealthWare will evaluate and prioritize the problem.  Severity Level 4 -Low problems will be resolved in a future release based on priority.

Service Support Levels

 

Severity

Severity

Severity

Severity

Timeframe

Level 1

Level 2

Level 3

Level 4 1

Initial Response

Target Resolution Timeframe

Extended Resolution Timeframe

Status Conference Call Schedule

Written Resolution

1 hour

4 hours

8 hours

Every 4 hrs

Within 48 hrs

2 hours

6 hours

24 hours

Every 24 hrs

Within 48 hrs

4 hours

8 hours

48 hours

Every 48 hrs

Within 48 hrs

48 hours

TBD

not applicable

not applicable

Release Notes

1 Low priority issues will typically be deferred to a future release.


Backup Policy

There are many methods to increase data availability for any enterprise solution including clustering, replication, and various RAID implementations.  However, a fail-safe backup strategy is still the ultimate safety net to ensure that data can be recovered in a catastrophic event.

Servers

The recommended server backup procedure is as follows:

  • Daily differential tape backup on all HealthWare servers except on those days a full tape backup is performed.
  • Weekly full tape backup on all HealthWare servers.
  • The tape backup scheme should follow a four-week tape rotation cycle with off weeks stored in an offsite storage facility.

A detailed list of required directories will be provided during the implementation phase of the project.

SQL Database

The recommended database backup procedure is as follows:

  • Full backups should be created at least once a day.
  • Differential backups should occur every six hours.
  • The full backup should occur during off-hours when there is minimal database use.
  • The differential backups should be on a set schedule based on when your full backup occurs.

The directory where the SQL database backups are located should be placed on a tape backup schedule that ensures they are backed up in a timely manner.

Real-time Monitoring

The best way to avoid a catastrophic event is to prevent it from happening in the first place.  Our product ActiveBEAT is a real-time monitoring tool that is continuously checking all key server services and resources with constant communication back to our facility.  If a service has stopped or appears to be hung, or a resource has fallen below set thresholds, ActiveBEAT will automatically attempt to restart the appropriate service(s).  In addition, an immediate notification will be sent to our support team.

ActiveWARE Change Request Turn-Around Expectations

In order to provide our customers with the attention and response they deserve and are accustomed to, HealthWare has put together the below chart to set the expectations of change requests submitted to our Help Desk.  Please keep in mind that the below is highlighting only change requests and not support issues, which will continue to be dealt with in the same timely fashion as described earlier in this document.

Change Request

(included in support maintenance agreement)arge)

Expected Turnaround

Creating/Modifying/Deleting User

Within Two Business Days

Creating/Modifying/Deleting User Group (Permission Set)

Within Three Business Days

Creating/Modifying/Deleting Department

Within Three Business Days

Creating/Modifying/Deleting Fax Inbox

Within Two Business Days

Creating/Modifying/Deleting Fax Queue

Within Two Business Days

Creating/Modifying/Deleting Workstation

Within Two Business Days

Creating/Modifying/Deleting Printer

Within Three Business Days

Creating/Modifying/Deleting Scanner

Within Two Business Days

Publishing New Form (limitations apply)

Within Five Business Days

Re-Publishing Existing Form (Minor Change)

Within Three Business Days

Re-Publishing Existing Form (Major Change)

Within Five Business Days

Creating/Modifying/Deleting Business Rule (Minor Change)

Within Three Business Days

Creating/Modifying/Deleting Business Rule (Major Change)

Within Five Business Days

Boston License

Within Two Business Days

ActiveWARE Client Installation (Remote)

Within Three Business Days

ActiveWARE Client Installation (Onsite)

Within Five Business Days

Scanner Driver Installation (Remote)

Within Three Business Days

Scanner Driver Installation (Onsite)

Within Five Business Days

Scanner Move Including Driver Installation (Remote)

Within Three Business Days

Scanner Move Including Driver Installation (Onsite)

Within Five Business Days

Publishing Batch of Forms (greater than 3)

TBD

The procedure to implement the above change requests will be as follows:

  1. Customer sends change request to support@healthwaresystems.com or calls the HealthWare Help Desk.
  2. HealthWare Help Desk sends response back with expected delivery date and request for approval.
  3. Customer approves.
  4. HealthWare Help Desk implements change request and requests sign-off.
  5. Customer signs-off.