SolutionsServicesSupportResource CenterNews & EventsAbout Us
Support

Support

Help Desk Service Level Highlights


Technical Support
Live Standard and After-Hours Technical Support
Live standard technical support during normal business hours, Monday through Friday, excluding federal holidays. After-hours support during evenings, weekends and holidays.
   
24/7 Network Monitoring and Technical Support
24/7 Network Monitoring and Technical Support
Around-the-clock networking monitoring, live technical support, telephone and email support, system analyst, remote troubleshooting and escalation procedures for Level 1, 2 and 3 engineering.
   
Toll-free Support Number
Toll-free Support Number
All support requests are routed through the 7 Medical Systems Call Center toll free 800 number.
   
Quick Response Times
Quick Response Times
The 7 Medical support team is dedicated to responding to Service Request (SRs) based on the following priorities:
  • Critical: System is completely down, immediate response necessary: less than one hour.
  • High: Problems that are preventing a needed process from completing: within four hours.
  • Normal: Problem that needs to be resolved, but not necessarily immediately: within 24 hours.
   
Escalation Process
7 Medical Escalation Process
  • 7 Medical Call Center receives inbound call and documents all service request related information and provides caller SR Incident # followed up by an email with technical details captured in the phone call. Call Center routes this call to proper Level 1 engineer.
  • Level 1 - Engineer responds to SR. If high or critical, Level 1 must resolve or escalate to the Level 2 engineer within 1.5 hours or less. Normal status based SRs will remain in Level 1 support unless Level 2 or 3 engineers are required.
  • Level 2 - Engineer receives routed SR from Level 1. If high or critical, Level 2 must resolve or escalate to Level 3 engineer within 1 hour or less if not resolved. Normal SRs will remain in Level 2 support unless Level 3 engineering required.
  • Level 3 - Engineer receives routed SR from Level 2. If high or critical, Level 3 performs 30-minute assessment and determines involvement from Manufacturer or Vendor for resolution.
   
Microsoft CRM
Microsoft CRM
Superior Help Desk Support and Response leveraging our Microsoft CRM solution for contract and service request management.