ROLES AND RESPONSIBILITIES... 2 SUPPORT POLICIES... 4 HOW TO CONTACT M*MODAL SUPPORT... 5 SERVICE LEVEL AGREEMENTS AND ESCALATION PROCEDURES...

Transcription

1 ROLES AND RESPONSIBILITIES... 2 CUSTOMER... 2 M*MODAL SUPPORT... 3 SUPPORT POLICIES... 4 CUSTOMER... 4 HOW TO CONTACT M*MODAL SUPPORT... 5 SERVICE LEVEL AGREEMENTS AND ESCALATION PROCEDURES... 6 M*MODAL SERVICE LEVEL DEFINITIONS... 6 M*MODAL SERVICE LEVEL AGREEMENTS... 7 M*MODAL ESCALATION... 7

2 The standard support model will include the customer managing Level I support issues. Internal support staff is expected to be familiar with Microsoft Windows or have access to onsite resources with the knowledge to do basic tasks using Microsoft Windows. The customer s internal support staff will have access to M*Modal s document repository containing application documentation as well as lists of known issues previously reported and resolved by M*Modal Fluency Direct Support. This repository can be found at: docs.mmodal.com (access is granted via self-registration) The internal support staff will also have several training options available to them that will assist in supporting Level I type issues. Training options available include: Advanced application and technical support training in the form of Train-the-Trainer (service offering from M*Modal) Built in help with product that will include video snippets for the various functions and skill sets Product training to users and internal support staff (service offering from M*Modal) The following is a list of Level I type issues that the customer s internal support staff will be expected to manage. Accessing Help, videos and user manuals Adding and disabling dictators Adding and removing dictionary items for individual users and groups Creating commands utilizing key presses and text snippets Calibrating and configuring the microphone Deployment method of target application (Citrix or other virtualized means) Dictating into target applications such as the EMR Initiating Profile Training Installing application on client workstations Launching application Obtaining the CDS Account ID, CDS Home Value, and User ID Resetting passwords Selecting domains Setting date, time and punctuation options Signing in and signing out Suggested dictation habits Understanding of basic hardware / software requirements Using standard voice commands The customer should follow the published procedure for accessing assistance provided by M*Modal Support when an issue cannot be resolved by the customer s internal support staff.

3 The standard Fluency Direct Support model will have Fluency Direct Support managing Level II / III type issues. Fluency Direct Support will be prepared to manage Level I type issues but this will be the exception and only when the customer does not have the capacity to handle Level I issues. The following is a list of Level 2 and 3 type issues that the M*Modal support groups will be expected to manage: Level 1 type issues escalated from customer (see Customer under Roles and Responsibilities section) Testing network connectivity between the Client, the M*Modal Data Center, Citrix and AMCC Cloud Obtaining log files for review from the PC Searching for known issues with the software previously identified by M*Modal Identifying what target applications are supported and to what extent Determining if the target application is currently supported Troubleshooting single sign on Troubleshooting Citrix connection Troubleshooting microphone configuration Troubleshooting command execution Troubleshooting application handler execution Troubleshooting proxy server issues Escalating issues to the attention of M*Modal Development

4 When requesting M*Modal support the customer will provide the M*Modal serial number associated with the Fluency Direct Site License for support validation. In order for M*Modal to supply effective support, the customer should be prepared to supply the following information: M*Modal Serial Number associated to Customers Site ID CDS Account ID for the Customer Site CDS Home value for the Customer Site User ID for the user experiencing issues Make and Model of the microphone or headset being used OS currently being used Access to the desktop which is experiencing a problem. M*Modal will use LanDesk 9.5 for remote access M*Modal may be required to remotely connect to customer workstations as part of the process of resolving issues and if this access is needed the customer will be requested to use M*Modal remote support access which is currently LanDesk 9.5 which can be activated through a URL and does not require customer to install any permanent remote access clients. Issues will be resolved within defined Service Levels Agreements. Escalations need to follow defined escalation process. For both see Service Level Agreements and Escalation Procedures section below.

5 24 X 7 X DICTATE ( ) OPT.3 OPT.1 MONITORED 6AM 9PM MONDAY FRIDAY fluency.direct@mmodal.com ALL ISSUES SHOULD BE SUBMITTED TO M*MODAL SUPPORT BY ONE OF THE METHODS OUTLINED ABOVE. CRITICAL OR HIGH IMPACT ISSUES SHOULD ALWAYS BE CALLED INTO THE 24X7X365 SUPPORT LINE.

6 1 CRITICAL IMPACT SYSTEM OUTAGE: CRITICAL IMPACT PROBLEM WITH SYSTEM DOWN, BUSINESS OUTAGE, OR IMMEDIATE WORK STOPPAGE THAT THREATENS PRODUCTION. OUTAGE PROCEDURES DOCUMENT LABELED, SYSTEM EVENT PROCESS AND PROTOCOL, SHOULD BE FOLLOWED IMMEDIATELY FOR ALL M*MODAL PRODUCT LINES WHEN SYSTEMIC SYSTEM FAILURES OCCUR. OPERATIONAL: CRITICAL CUSTOMER ISSUES THAT PUT THE CUSTOMER AT RISK FOR LOSS OF BUSINESS DUE TO ONGOING, UNRESOLVED SERVICE ISSUES OR ISSUES PREVIOUSLY COMMUNICATED, BUT NOT RECORDED OR ADDRESSED IN A TIMELY MANNER. 2 HIGH IMPACT TECHNICAL: HIGH-IMPACT PROBLEM WHERE PRODUCTION IS PROCEEDING, BUT IN A SIGNIFICANTLY IMPAIRED FASHION; A PROBLEM WITH A TIME-SENSITIVE ISSUE IMPORTANT TO LONG- TERM PRODUCTIVITY THAT IS NOT CAUSING IMMEDIATE WORK STOPPAGE. OPERATIONAL: HIGH-IMPACT ISSUES WITH DOCUMENT DELIVERY, TURN AROUND, QUALITY, CHANGING WORK TYPES ON A DOCUMENT OR OTHER SERVICE RELATED ISSUES THAT HAVE A MAJOR CUSTOMER IMPACT. THIS COULD ALSO INCLUDE PAYROLL RELATED ISSUES OR CONTRACT ISSUES. TECHNICAL: MODERATE-IMPACT PROBLEM THAT IS AN IMPORTANT ISSUE, BUT DOES NOT HAVE SIGNIFICANT CURRENT PRODUCTIVITY IMPACT. 3 MODERATE IMPACT OPERATIONAL: MODERATE-IMPACT PROBLEMS THAT ARE IMPORTANT, BUT NOT A MAJOR ISSUE THAT CAN BE RESOLVED IN A 24 HOUR PERIOD. THIS WOULD INCLUDE ISSUES WITH DOCUMENT DELIVERY, TURN AROUND, QUALITY, EDITS, OR OTHER SERVICE RELATED ISSUES THAT HAVE A MODERATE CUSTOMER IMPACT. TECHNICAL: MINOR INCONVENIENCE REQUIRING ULTIMATE, BUT NOT IMMEDIATE RESOLUTION. 4 MINOR IMPACT OPERATIONAL: MINOR CUSTOMER INCONVENIENCE IMPACTING SOME REPORTS, BUT NOT ALL. THIS WOULD INCLUDE ITEMS SUCH AS DUAL SIGNATURE ISSUES, ADDING A PHYSICIAN STANDARD, MINOR EDIT, OR OTHER MINOR SERVICE RELATED ISSUES. 5 ENHANCEMENT, PRODUCT DEFECTS, WORK REQUESTS REQUESTED SYSTEM OR INTERFACE IMPROVEMENTS TO FEATURES OR FUNCTIONS BY INDIVIDUAL CLIENT, PRODUCT ENHANCEMENT, PRODUCT DEFECTS.

7 SEVERITY LEVELS TIME TO ACKNOWLEDGE TIME TO RESOLUTION SEVERITY 1* 30 MINUTES 4 HOURS SEVERITY 2 4 HOURS 24 HOURS SEVERITY 3 8 HOURS 72 HOURS SEVERITY 4 24 HOURS 168 HOURS (7 DAYS) SEVERITY 5 24 HOURS DETERMINED BASED ON ISSUE AND TEAM ASSIGNMENT Time to Acknowledge: Calculated from the time the incident is opened to the time when the assignee acknowledges the incident in Remedy and makes the initial contact with the customer. Time to Resolution: Calculated from the time the incident is opened to the time the incident is either closed or placed in another Remedy status. If after the initial support call a resource has not acknowledged the issue or has not made initial contact please use the following escalation. M*MODAL TYPE TEAM LEAD MANAGER DIRECTOR VP 1* CRITICAL IMPACT 30 MINUTES 45 MINUTES 2 HOURS 4 HOURS 2 HIGH IMPACT 4 HOURS 6 HOURS 24 HOURS 48 HOURS 3 MODERATE IMPACT 8 HOURS 10 HOURS 24 HOURS 48 HOURS 4 MINOR IMPACT 24 HOURS 48 HOURS 72 HOURS 80 HOURS 5 ENHANCEMENT, PRODUCT DEFECTS, WORK REQUESTS 24 HOURS 48 HOURS 72 HOURS 80 HOURS * FOR HARDWARE FAILURE REPLACEMENT, M*MODAL WILL MAKE A BEST EFFORT TO REPLACE FAILED HARDWARE WITHIN IN HOURS WITH EQUIVALENT EQUIPMENT.

8 1.888.DICTATE ( ) OPT.3 OPT.1 REQUESTS FOR SERVICE OR SUPPORT FOR FLUENCY DIRECT ONLY. All service or support requests for Fluency Direct should be made by placing a phone call to the M*Modal Customer Support help desk at DICTATE ( ) and using OPT.3 OPT.1 A Product Support Analyst will immediately begin working with the customer representative to resolve the issue by phone or via remote maintenance. When calling for service or support please be prepared to provide the following: Fluency Direct serial number Brief, but detailed, description of the problem Contact name Contact phone number CUSTOMER NAME FLUENCY DIRECT SERIAL NUMBER