Service contact and support will be provided through the support desk. Clients with 5 or more SurgeryPods will be allocated a Medvivo Client Service Manager to provide additional service management support and escalation. Regular service reporting will be supplied by the Client Service Manager. 99.5% Availability Standard: The SurgeryPod references a central database on startup to gain the latest configuration and protocol / questionnaire updates. The availability standard reflects the availability of this reference database (‘the CUI’). Availability = (total service hours - unscheduled downtime hours) / (total service hours) This is calculated per calendar Service hours are from 09:00 to 17:00 Mon to Fri excluding public holidays. 2 days Incident Fix Times Standard: Should a visit be required to fix an issue this is arranged to be within 2 days. Typical fixes requiring visits are to check or replace peripherals, or where the practice needs additional support in understanding or resolving an issue. We use our own highly-trained engineers, or that of our one partner subcontractor, to ensure the quality of the service and the capability of the staff. 09:00 to 17:00 Mon to Fri excluding public Helpdesk Standard: holidays Most calls can be resolved over the telephone, or by gaining remote access to the SurgeryPod to fix the incident. Remote access also allows remote training and advice to be provided when required. Dependencies Infrastructure dependencies Network connectivity to the PCS system, Internet and N3 System must be registered to the PCS (performed at point of installation) Two mains points and a network connection port are required, (optional installation by Medvivo if needed) For SystmOne Users an existing user’s PC is required to act as a Proxy to post data to the PCS Service dependencies None other than the PCS system – Local Personnel dependencies The super user (typically a practice manager) has to be available to support technical integration with PCS installation The user (typically the practice manager) must be available during installation to receive training on the system Other staff will also be trained in the system during the initial installation
Service contact and support will be provided through the support desk. Clients with 5 or more SurgeryPods will be allocated a Medvivo Client Service Manager to provide additional service management support and escalation. Regular service reporting will be supplied by the Client Service Manager. Availability Standard: 99.5% The SurgeryPod references a central database on startup to gain the latest configuration and protocol / questionnaire updates. The availability standard reflects the availability of this reference database (‘the CUI’). Availability = (total service hours - unscheduled downtime hours) / (total service hours) This is calculated per calendar Service hours are from 09:00 to 17:00 Mon to Fri excluding public holidays. Incident Fix Times Standard: 2 days Should a visit be required to fix an issue this is arranged to be within 2 days. Typical fixes requiring visits are to check or replace peripherals, or where the practice needs additional support in understanding or resolving an issue. We use our own highly-trained engineers, or that of our one partner subcontractor, to ensure the quality of the service and the capability of the staff. Helpdesk Standard: 09:00 to 17:00 Mon to Fri excluding public holidays Most calls can be resolved over the telephone, or by gaining remote access to the SurgeryPod to fix the incident. Remote access also allows remote training and advice to be provided when required. Dependencies Infrastructure dependencies Network connectivity to the PCS system, Internet and N3 System must be registered to the PCS (performed at point of installation) Two mains points and a network connection port are required, (optional installation by Medvivo if needed) For SystmOne Users an existing user’s PC is required to act as a Proxy to post data to the PCS Service dependencies None – other than the PCS system Local Personnel dependencies The super user (typically a practice manager) has to be available to support technical integration with PCS installation The user (typically the practice manager) must be available during installation to receive training on the system Other staff will also be trained in the system during the initial installation