OHUM provides comprehensive support and maintenance for all our customers, post implementation, for the life of the contract.
Should there be an unlikely event of issues in the software, OHUM will take up the responsibility of supplying the defect fixes.
OHUM offers multi-level support to ensure that our customers get the best possible experience out of ohumVistA.
ISSUE TRACKING & Life cycle:
Support Case Response and Resolution
OHUM's response to a support issue will be a three-step process:
- Initial response
The vast majority of case resolutions will fall into three main categories:
- Application assistance and quick fixes
- Customisation support
- Product software defects
Generally, the priority of a case has very little bearing as to the complexity and resources required to resolve the issue. Therefore, it is OHUM's policy not to guarantee turnaround times on any support issue.
OHUM's goal is that all support issues will be initially responded to according to the guidelines that follow and that Critical and High issues will be handled in a priority manner.
Initial response is the initial communication about a reported problem indicating its status, possible resolution and expected turnaround. This response is considered an acknowledgement by OHUM that the reported problem has been received and is being evaluated. An initial response may occur at the time the call is first received by the Hospital Support Center or the initial response may be a follow‑up phone call to the Hospital by an assigned support personnel.
It is OHUM 's goal that all support issues will be initially responded to according to these guidelines:
|Critical||Within 1 hour|
|High||Within 2 hours|
|Standard||Within 24 hours|
This will include all contacts with Hospital to keep them informed regarding the status of their support issues. OHUM will ensure that all Critical and High priority issues are handled expeditiously. Hospital will be informed regarding the status of their support issue.
The following response guidelines will be followed to keep the caller informed on the status of their support issue.
|Critical||Every hour until resolution|
|High||Every 4 hours until resolution|
|Standard||Next scheduled contact time|
This will determine the resolution of the reported problem. Depending upon the nature of the issue, the conclusion of a case is likely to be one of the following:
- Additional education or explanation of the issue
- Additional documentation provided to Hospital
- Notification to a third party vendor of a problem with their application
- Problem identified as a software defect
- Planned enhancement to the base product software
- Issue requires submission as a change request
- Temporary alternative or work-around provided
- Data modification is performed to restore database integrity
- Intermittent problem needing to be monitored by the Hospital