HMIS Staff Issue Type Type Definition Tool to Report Response Time Users are unable to use system. Submit a service Immediate. No For example: the request or Rapid Response less than 12 system is down or contact staff by hours. the site is phone. unreachable. Users can use the system, but one or more functions important to operational use is severely Submit a service affected. For Priority request via Less than 24 example: Response email or hours. password issues, helpdesk. permission issues, security issues, not accepting data, or screens have changed. A problem is noted, but users are able to use all functions in the systems without major difficulty. Submit a service For example: Regular request via Less than 48 reporting issues, Response email or hours. general helpdesk. questions, work flow issues, data entry problems, change to a report, or change to screens. Users are able to Submit a service use all functions Feature request via Less than 48 in the system as Enhancement email or hours. normal, but are helpdesk. requesting an enhancement to
Issue Type Type Definition Tool to Report HMIS Staff Response Time Rapid Response Users are unable to use system. For example: the system is down or the site is unreachable. Submit a service request or contact staff by phone. Immediate. No less than 12 hours. Priority Response Users can use the system, but one or more functions important to operational use is severely affected. For example: password issues, permission issues, security issues, not accepting data, or screens have changed. Submit a service request via email or helpdesk. Less than 24 hours. Regular Response A problem is noted, but users are able to use all functions in the systems without major difficulty. For example: reporting issues, general questions, work flow issues, data entry problems, change to a report, or change to screens. Submit a service request via email or helpdesk. Less than 48 hours. Feature Enhancement Users are able to use all functions in the system as normal, but are requesting an enhancement to Submit a service request via email or helpdesk. Less than 48 hours.
HMIS-Policies-and-Procedures.docx