Help Desk Service Level Highlights
- Live standard technical support operating between 7:00 AM to 5:00 PM (Central Standard Time) Monday through Friday, excluding federal holidays. All support requests require routing through the 7 Medical Systems Call Center toll free 800.441.3037. Thirty-minute response times.
- Live after-hours technical support operating on weekends and federal holidays and weekdays between 5:00 PM to 7:00 AM (Central Standard Time). All support requests require routing through the 7 Medical Systems Call Center toll free 800.441.3037. Sixty-minute response times.
- 7 Medical service offering includes 24x7 network monitoring, live technical support, telephone and email support, system analyst 24x7 for notifications and escalation, remote troubleshooting, and escalation procedures for Level 1, 2, and 3 engineering.
- The 7 Medical Systems support team is dedicated to responding to Service Requests (SRs) based on the following priorities:
- Critical - System is completely down, immediate response necessary: less than an hour.
- High - Problems that are preventing a needed process from completing: within 4 hours.
- Normal - Problem that needs to be resolved, but not necessarily immediately: within 24 hours.
- 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.
- Superior Help Desk Support and Response leveraging our Microsoft CRM Solution for Contract and Service Request Management.
- 7 Medical Systems will assess and diagnose unplanned service outages, and provide good-faith estimates for restoration of services, as well as for regularly scheduled maintenance requiring a service interruption. Maintenance requiring service interruptions will be scheduled a minimum of one week in advance of performance. Maintenance that does not require a service interruption will be performed in 7 Medical Systems' sole and absolute discretion.
