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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. |
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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. |
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Toll-free Support Number
All support requests are routed through the 7 Medical Systems Call Center toll free 800 number. |
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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.
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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.
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Microsoft CRM
Superior Help Desk Support and Response leveraging our Microsoft CRM solution for contract and service request management.
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