Severity and responsiveness
Initial Response Time is the period from when you submit your support request to when a Clinicea Support Engineer contacts you and starts working on your support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity). The Initial Response Times for Unified Support plans can be found below.
Severity Level AClinic SituationCritical business impact. Clinic's business has significant loss or degradation of services, and requires immediate attention. Clinicea ResponseWhen you select Severity A you confirm that the issue has critical business impact, with severe loss and degradation of services. The issue demands an immediate response, and you commit to continuous, 24x7 operation, every day with the Clinicea team until resolution, otherwise, Clinicea may at its discretion decrease the Severity to level B. You also ensure that Clinicea has your accurate contact information.Initial Response Time: 4 hours.
Severity Level BClinic SituationModerate business impact. Clinic's business has moderate loss or degradation of services but work can reasonably continue in an impaired manner. Clinicea ResponseWhen you select Severity B you confirm that the issue has moderate impact to your business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity. The issue demands an urgent response. If you chose 24x7 when you submit the support request, you commit to a continuous, 24x7 operation, every day with the Clinicea team until resolution, otherwise, Clinicea may at its discretion decrease the severity to level C. If you chose business-hours support when you submit a Severity B incident, Clinicea will contact you during business hours only. You also ensure that Clinicea has your accurate contact information.Initial Response Time: 12 hours.
Severity Level CClinic SituationMinimum business impact. Clinic’s business is functioning with minor impediments of services.Clinicea ResponseMinimum business impact. Clinic’s business is functioning with minor impediments of services. When you select Severity C you confirm that the issue has minimum impact to your business with minor impediment of service. For a Severity C incident, Clinicea will contact you during business hours only. You also ensure that Clinicea has your accurate contact information.
||| Initial Response Time: 24 hours.
Updated on: 14/06/2023
