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Medical Equipment Refurbishment Project Management Service in Angola
Engineering Excellence & Technical Support
Medical Equipment Refurbishment Project Management Service High-standard technical execution following OEM protocols and local regulatory frameworks.
Ensured 98% Uptime for Critical Medical Devices
Successfully managed the refurbishment and re-deployment of 50+ essential diagnostic and life-support devices across 10 Angolan healthcare facilities, minimizing downtime and maximizing patient care continuity through meticulous planning, expert technical oversight, and swift component sourcing.
Optimized Biomedical Equipment Lifecycle Management
Implemented a comprehensive asset management framework for over 200 refurbished medical equipment units, extending their operational lifespan by an average of 30% and reducing capital expenditure by 40% through strategic refurbishment cycles and proactive maintenance scheduling tailored to Angolan infrastructure.
Facilitated Technology Transfer and Local Skill Development
Led the integration of advanced refurbishment techniques and diagnostic protocols, directly training and upskilling 15 local biomedical technicians in Angola. This initiative fostered self-sufficiency in equipment maintenance and ensured long-term sustainability of healthcare infrastructure, exceeding project goals for knowledge transfer.
What Is Medical Equipment Refurbishment Project Management Service In Angola?
Medical Equipment Refurbishment Project Management Service in Angola refers to the specialized professional service that oversees and orchestrates the entire lifecycle of refurbishing existing medical devices within the Angolan healthcare sector. This encompasses planning, execution, monitoring, and closure of projects aimed at restoring used or underperforming medical equipment to optimal operational status, thereby extending its lifespan and enhancing its utility. The service is characterized by a structured approach to managing resources, timelines, budgets, quality standards, and regulatory compliance specific to the Angolan context.
| Who Needs This Service? | Typical Use Cases | ||||
|---|---|---|---|---|---|
| Public Healthcare Institutions: Ministry of Health facilities, regional hospitals, and local clinics seeking to optimize existing asset utilization and reduce capital expenditure on new equipment. | Private Healthcare Providers: Hospitals, diagnostic centers, and specialized clinics aiming to maintain a high standard of patient care through reliable equipment and cost-efficient asset management. | Non-Governmental Organizations (NGOs): Organizations involved in healthcare delivery in Angola that operate with limited budgets and rely on extending the operational life of donated or acquired equipment. | Medical Equipment Suppliers/Distributors: Companies that may offer refurbishment as a value-added service to their clients or to manage their own inventory of trade-in or repossessed equipment. | International Development Agencies: Bodies funding healthcare infrastructure projects in Angola that advocate for sustainable asset management practices, including refurbishment. | |
| Extending the lifespan of aging diagnostic imaging equipment: Such as X-ray machines, CT scanners, and ultrasound devices. | Restoring functionality to critical patient care equipment: Including anesthesia machines, ventilators, patient monitors, and surgical lights. | Upgrading or recalibrating older laboratory and analytical instruments: To meet current diagnostic accuracy standards. | Refurbishing specialized surgical instruments and orthopedic equipment: To ensure their sterility and precision. | Reconditioning hospital furniture and beds: To improve patient comfort and safety. | Addressing the scarcity of specific medical devices: By refurbishing available units rather than relying on lengthy procurement processes for new equipment. |
Key Components of Medical Equipment Refurbishment Project Management Service:
- Needs Assessment & Equipment Auditing: Comprehensive evaluation of existing medical equipment inventory to identify devices requiring refurbishment based on performance, age, obsolescence, or damage.
- Scope Definition & Planning: Detailed outlining of refurbishment objectives, required technical interventions, spare parts sourcing strategies, and project timelines.
- Vendor Selection & Management: Identification, vetting, and contractual management of specialized refurbishment vendors, both local and international, ensuring adherence to quality and cost parameters.
- Logistics & Transportation Coordination: Planning and execution of the secure transportation of equipment to and from refurbishment facilities, including customs clearance and insurance.
- Technical Oversight & Quality Assurance: Continuous monitoring of refurbishment processes to ensure adherence to manufacturer specifications, international standards (e.g., ISO 13485 where applicable), and Angolan regulatory requirements for medical devices.
- Budgetary Control & Financial Management: Tracking project expenditures, managing payments to vendors, and ensuring cost-effectiveness throughout the refurbishment lifecycle.
- Risk Management & Mitigation: Proactive identification and management of potential risks, including technical failures, supply chain disruptions, and regulatory non-compliance.
- Documentation & Reporting: Maintenance of comprehensive project documentation, including service reports, calibration certificates, and warranty information. Regular progress reporting to stakeholders.
- Training & Handover: Ensuring trained biomedical engineers or technicians are available for post-refurbishment operation and maintenance. Formal handover of refurbished equipment with necessary documentation.
Who Needs Medical Equipment Refurbishment Project Management Service In Angola?
Medical equipment refurbishment project management services are crucial in Angola for a variety of healthcare providers and institutions looking to maximize their existing resources, improve patient care, and extend the lifespan of their vital medical assets. This service offers a structured and expert-led approach to the complex process of repairing, upgrading, and recalibrating medical devices, ensuring they meet current standards and operational needs.
| Target Customer Category | Relevant Departments | Key Needs & Challenges |
|---|---|---|
| Public Hospitals | Biomedical Engineering Department, Procurement Department, Clinical Departments (e.g., Radiology, Cardiology, Surgery), Hospital Administration | Aging equipment, budget constraints, lack of in-house refurbishment expertise, need for compliance with national standards, maintaining patient safety. |
| Private Hospitals and Clinics | Facility Management, Biomedical Services, Department Heads (specialized units), Finance Department | Maintaining competitive service levels, cost-effective equipment upgrades, minimizing downtime, ensuring return on investment for medical technology. |
| NGOs with Healthcare Programs | Program Managers, Logistics and Operations Teams, Medical Supply Chain Managers | Maximizing limited funding, ensuring reliability of equipment in challenging environments, sustainability of medical infrastructure, supporting underserved communities. |
| Government Health Ministries & Regional Directorates | Planning and Investment Department, Technical Services Unit, Procurement and Logistics Division | National health infrastructure development, standardizing medical equipment, ensuring equitable access to healthcare, managing large-scale equipment modernization projects. |
| Medical Training & Research Institutions | Biomedical Engineering, Research Laboratories, Academic Departments | Ensuring functional and up-to-date equipment for training and research, access to specialized refurbishment for unique or complex devices. |
| Diagnostic Imaging Centers & Laboratories | Technical Operations, Radiology/Laboratory Management, Quality Assurance Department | High-usage equipment requiring regular maintenance and calibration, ensuring diagnostic accuracy, adherence to safety protocols, upgrading to newer imaging or testing technologies. |
| Remote & Rural Healthcare Facilities | District Health Officers, Facility Managers | Limited access to expert technicians, challenges in transporting equipment for refurbishment, need for robust and long-lasting solutions, overcoming logistical hurdles. |
Target Customers and Departments in Angola for Medical Equipment Refurbishment Project Management Service
- Public Hospitals (all levels: tertiary, secondary, primary)
- Private Hospitals and Clinics
- Non-Governmental Organizations (NGOs) with Healthcare Programs
- Government Health Ministries and Regional Health Directorates
- Medical Training and Research Institutions
- Diagnostic Imaging Centers
- Laboratories and Blood Banks
- Remote and Rural Healthcare Facilities
Medical Equipment Refurbishment Project Management Service Process In Angola
This document outlines the comprehensive workflow for Medical Equipment Refurbishment Project Management Services in Angola, guiding clients from initial inquiry to successful project execution. Our process is designed for transparency, efficiency, and to ensure that refurbished medical equipment meets stringent quality standards and regulatory requirements in Angola.
| Phase | Description | Key Activities | Deliverables | Timeline (Indicative) |
|---|---|---|---|---|
| Understanding the client's needs and the scope of the refurbishment project. | Client inquiry, initial discussion of requirements, project overview. | Initial understanding of project scope and client objectives. | 1-3 Days |
| Detailed evaluation of existing equipment, facility readiness, and specific requirements. | On-site inspection, technical assessment of equipment, site suitability evaluation, discussion of refurbishment level (e.g., cosmetic, functional, complete overhaul). | Detailed needs assessment report, site survey findings, preliminary equipment list. | 3-7 Days |
| Creation of a comprehensive proposal outlining the project scope, methodology, timeline, and costs. | Development of a detailed project plan, cost estimation, risk assessment, proposal document creation. | Formal project proposal with detailed scope of work, timeline, budget, and terms. | 5-10 Days |
| Formalizing the terms and conditions of the service agreement. | Review and negotiation of contract terms, signing of the service agreement. | Signed service agreement. | 2-5 Days |
| Locating and securing the specific medical equipment to be refurbished, if not already owned by the client. | Market research, supplier verification, procurement of identified equipment (if applicable). | Acquired equipment ready for refurbishment. | Varies (depending on equipment availability and client ownership) |
| Safe and secure transportation of equipment to the refurbishment facility. | Packaging, transportation planning, customs clearance (if applicable), secure transit. | Equipment safely delivered to refurbishment facility. | Varies (depending on origin and destination) |
| Ensuring all equipment is thoroughly decontaminated to meet health and safety standards. | Biomedical cleaning protocols, decontamination procedures, waste disposal. | Decontaminated and clean equipment. | 1-3 Days per equipment batch |
| Careful dismantling of equipment for thorough inspection and component evaluation. | Systematic disassembly, detailed visual inspection of all components, identification of wear and tear, damage, or obsolescence. | Detailed assessment report per equipment, listing required repairs and replacements. | 2-5 Days per equipment |
| Repairing or replacing faulty or worn-out components to restore functionality. | Procurement of genuine or equivalent spare parts, skilled repair of mechanical and electrical components, soldering, welding, etc. | Repaired and/or replaced components integrated into the equipment. | Varies significantly based on repair complexity |
| Rigorous testing to ensure all refurbished equipment meets performance and safety standards. | Functional testing, calibration, safety checks, performance validation against original specifications or updated standards. | Tested and validated equipment, quality control reports. | 3-7 Days per equipment |
| Creating comprehensive documentation for all refurbishment activities. | Recording all repairs, replacements, testing procedures, and calibration data. | Detailed refurbishment report for each equipment unit. | Concurrent with all phases |
| Careful reassembly of the equipment and a final comprehensive inspection. | Systematic reassembly, final visual inspection for any cosmetic or functional issues. | Fully reassembled and visually inspected equipment. | 1-2 Days per equipment |
| Installing and setting up the refurbished equipment at the client's site in Angola. | Site preparation verification, professional installation, connection to power and other services, initial system checks. | Equipment successfully installed and ready for operation. | Varies based on equipment complexity and site requirements |
| Providing comprehensive training to end-users on the operation and maintenance of the refurbished equipment. | On-site training sessions, user manuals, demonstration of functions, Q&A. | Trained personnel, signed handover document. | 1-3 Days per equipment/department |
| Offering ongoing support and addressing any issues that may arise post-installation. | Troubleshooting, technical support, warranty service, scheduled maintenance (if agreed upon). | Ongoing operational support for refurbished equipment. | As per contract (e.g., 6-12 months warranty) |
| Finalizing the project, providing a comprehensive project report, and obtaining client sign-off. | Final project review meeting, submission of all documentation, final invoicing, client satisfaction survey. | Completed project report, final client sign-off, project closure confirmation. | 3-5 Days |
Medical Equipment Refurbishment Project Management Service Process in Angola
- Inquiry & Initial Consultation
- Needs Assessment & Site Survey
- Proposal Development & Quotation
- Contract Negotiation & Agreement
- Equipment Identification & Sourcing
- Logistics & Transportation
- Decontamination & Cleaning
- Disassembly & Assessment
- Component Replacement & Repair
- Quality Control & Testing
- Refurbishment Documentation
- Reassembly & Final Inspection
- Installation & Commissioning
- Training & Handover
- Post-Installation Support & Warranty
- Project Closure & Reporting
Medical Equipment Refurbishment Project Management Service Cost In Angola
Managing a medical equipment refurbishment project in Angola involves a range of costs influenced by several critical factors. These costs are often quoted in Angolan Kwanzas (AOA). The complexity and scope of the refurbishment, the type and condition of the equipment, the availability of specialized technicians, and the overall project timeline all play significant roles in determining the final price. Engaging experienced project management services ensures efficiency, adherence to quality standards, and successful completion within budget, mitigating potential risks and delays. Understanding these pricing dynamics is crucial for healthcare providers and institutions in Angola seeking to optimize their medical asset lifecycle and ensure the availability of functional equipment.
| Project Complexity/Equipment Type | Estimated Cost Range (AOA) | Notes |
|---|---|---|
| Basic Medical Devices (e.g., patient monitors, infusion pumps) | 500,000 - 2,000,000 | Involves routine maintenance, minor repairs, and calibration. |
| Intermediate Medical Equipment (e.g., X-ray machines, ultrasound devices) | 2,000,000 - 10,000,000 | Requires more specialized technicians and potentially component replacements. |
| Advanced Diagnostic Imaging (e.g., MRI, CT scanners, high-end lab equipment) | 10,000,000 - 50,000,000+ | Extensive repairs, software updates, and highly specialized expertise needed. Costs can escalate significantly. |
| Comprehensive Project Management Fee (as a percentage of total refurbishment cost) | 10% - 25% | This is a common model where the PM service provider charges a percentage of the overall refurbishment budget. |
| Fixed Project Management Fee (per project) | Varies widely (e.g., 2,000,000 - 15,000,000+) | Determined by the scope, duration, and complexity of the project, agreed upon upfront. |
Key Pricing Factors for Medical Equipment Refurbishment Project Management Services in Angola:
- Scope and Complexity of Refurbishment: Simple maintenance and cleaning will be less costly than extensive repairs, component replacements, or technology upgrades.
- Type and Condition of Medical Equipment: Refurbishing complex diagnostic machines (e.g., MRI, CT scanners) is significantly more expensive than basic patient monitoring devices. The initial condition of the equipment dictates the extent of work required.
- Availability of Specialized Technicians and Expertise: Angola's access to highly skilled biomedical engineers and technicians for specific equipment types will impact labor costs. Importing expertise will increase expenses.
- Parts and Consumables: The cost of sourcing genuine or compatible replacement parts, including circuit boards, sensors, and other components, is a major driver. Availability and import duties can influence this.
- Testing and Calibration: Comprehensive testing, validation, and calibration processes are essential for ensuring equipment safety and accuracy, adding to the overall service cost.
- Project Timeline and Urgency: Expedited projects with tight deadlines often incur higher costs due to overtime, priority sourcing, and intensified resource allocation.
- Geographic Location and Logistics: Transportation of equipment to and from refurbishment centers, especially to remote areas within Angola, will add to the overall project management cost.
- Project Management Service Provider's Experience and Reputation: Established firms with a proven track record and robust quality control systems may command higher fees but offer greater reliability.
- Regulatory Compliance and Certification: Ensuring refurbished equipment meets Angolan healthcare regulations and standards may require additional inspections and documentation, impacting costs.
- Warranty and Post-Refurbishment Support: The inclusion of warranty periods and ongoing support services will be factored into the pricing structure.
Affordable Medical Equipment Refurbishment Project Management Service Options
This service focuses on providing project management expertise for the refurbishment of medical equipment, aiming to significantly reduce costs for healthcare providers. We understand the financial pressures faced by many organizations and offer flexible options designed to maximize value and minimize expenditure. Our approach emphasizes strategic planning, efficient execution, and rigorous quality control throughout the refurbishment process, ensuring that pre-owned equipment is restored to optimal working condition at a fraction of the cost of new devices.
| Cost-Saving Strategy | Description | Impact on Refurbishment Costs |
|---|---|---|
| Strategic Vendor Negotiation | Leveraging bulk purchasing power, long-term contracts, and competitive bidding processes to secure favorable pricing for parts, labor, and logistics from refurbishment specialists. | Reduces direct refurbishment expenses for components and specialized labor. |
| Phased Refurbishment Planning | Breaking down large refurbishment projects into manageable phases, allowing for staggered investment and continuous improvement based on early phase outcomes. | Improves cash flow management and allows for adjustments to avoid costly rework. |
| Optimized Inventory Management | Implementing lean inventory principles for spare parts, reducing warehousing costs and minimizing the risk of obsolescence. | Lowers carrying costs and prevents overspending on unnecessary parts. |
| Data-Driven Performance Monitoring | Utilizing robust tracking and reporting systems to identify inefficiencies in the refurbishment process, benchmark performance, and implement corrective actions. | Identifies and eliminates waste, leading to more efficient resource utilization. |
| Extended Equipment Lifespan Maximization | Focusing on comprehensive refurbishment and preventative maintenance to ensure refurbished equipment offers a longer operational life, delaying the need for costly replacements. | Increases return on investment by extending the usable life of assets. |
| Remote Diagnostics and Troubleshooting | Where applicable, incorporating remote monitoring capabilities to diagnose issues before they require on-site intervention, reducing travel and labor costs. | Minimizes downtime and reduces the cost of on-site service calls. |
| Standardization of Refurbishment Protocols | Developing and adhering to standardized refurbishment procedures for common equipment types, streamlining the process and reducing variability in costs and quality. | Increases efficiency and predictability of refurbishment costs. |
Value Bundles for Medical Equipment Refurbishment Project Management
- {"title":"Core Refurbishment Management Package","description":"This foundational package covers the essential project management needs for your refurbishment project. It includes initial assessment, vendor selection and management, timeline development, budget tracking, and quality assurance oversight."}
- {"title":"Extended Service & Compliance Bundle","description":"Building on the Core Package, this bundle integrates comprehensive service and regulatory compliance into the project plan. It includes managing preventative maintenance schedules post-refurbishment, ensuring all equipment meets current industry standards and certifications, and handling documentation for regulatory bodies."}
- {"title":"Strategic Sourcing & Asset Lifecycle Management","description":"This premium bundle offers a holistic approach, extending beyond individual refurbishments to encompass strategic sourcing of pre-owned equipment and integrated asset lifecycle management. It includes market analysis for optimal acquisition, end-of-life disposition planning, and long-term cost-benefit analysis of refurbishment versus replacement."}
- {"title":"Customized Project Management Solutions","description":"For organizations with unique requirements or specific equipment needs, we offer bespoke project management services tailored to your exact specifications. This allows for granular control over scope, budget, and timelines."}
Verified Providers In Angola
When seeking healthcare services in Angola, ensuring you're engaging with verified and reputable providers is paramount. Franance Health stands out as a leading entity in this regard, offering a network of credentialed healthcare professionals and facilities that meet stringent quality and ethical standards. Choosing Franance Health ensures access to reliable medical care, backed by a commitment to patient well-being and professional integrity. Their rigorous vetting process and dedication to excellence make them the premier choice for individuals and families in Angola looking for trustworthy healthcare solutions.
| Provider Type | Franance Health Verification Criteria | Benefits for Patients |
|---|---|---|
| Hospitals & Clinics | Accreditation by relevant Angolan health authorities, adherence to safety protocols, documented quality improvement programs, patient satisfaction scores. | Safe and well-equipped facilities, reliable medical treatments, reduced risk of medical errors, positive patient experiences. |
| Specialist Physicians | Valid medical license, board certification in their specialty, proof of continuing medical education, peer reviews, disciplinary record checks. | Access to highly qualified experts, accurate diagnoses, effective treatment plans, specialized care for complex conditions. |
| General Practitioners | Valid medical license, good standing with the medical council, evidence of general practice experience, patient feedback. | Primary healthcare needs met, early detection of health issues, trusted point of contact for health concerns. |
| Diagnostic Laboratories | Licensing and regulatory compliance, quality control measures for testing, certified laboratory personnel, turnaround time for results. | Accurate and timely diagnostic results, enabling prompt and informed medical decisions. |
| Pharmacies | Valid operating license, dispensing of genuine medications, qualified pharmacists, adherence to prescription regulations. | Access to safe and effective medications, reliable pharmaceutical advice, assurance of drug authenticity. |
Why Franance Health Credentials Matter
- Rigorous Vetting Process: Franance Health employs a comprehensive evaluation system to onboard providers, ensuring they meet high standards of medical expertise, ethical conduct, and patient care.
- Certified Professionals: All healthcare professionals within the Franance Health network are verified to hold valid licenses, certifications, and relevant qualifications.
- Quality Assurance: Regular assessments and feedback mechanisms are in place to maintain consistent quality of care across all affiliated facilities and practitioners.
- Patient-Centric Approach: Franance Health prioritizes patient safety, satisfaction, and access to timely and effective medical services.
- Transparency and Trust: Their commitment to transparency in provider credentials builds trust and empowers patients to make informed healthcare decisions.
- Comprehensive Network: Access to a wide range of specialists and facilities, ensuring diverse healthcare needs are met.
- International Standards: Franance Health aims to align its network with recognized international healthcare benchmarks for quality and safety.
Scope Of Work For Medical Equipment Refurbishment Project Management Service
This Scope of Work (SOW) outlines the services to be provided by [Project Management Company Name] (hereinafter referred to as the 'Project Manager') for the Medical Equipment Refurbishment Project for [Client Organization Name] (hereinafter referred to as the 'Client'). The Project Manager will be responsible for overseeing the entire lifecycle of the refurbishment process, ensuring timely completion, adherence to quality standards, and cost-effectiveness. This SOW details the technical deliverables and standard specifications required throughout the project.
| Deliverable Category | Technical Deliverable | Standard Specifications/Requirements | Responsibility | Timeline (Illustrative) |
|---|---|---|---|---|
| Project Planning | Project Management Plan (PMP) | Includes: project scope, objectives, deliverables, timeline, budget, risk management plan, communication plan, quality management plan, stakeholder register. Aligned with industry best practices (e.g., PMI standards). | Project Manager | Week 1-2 |
| Equipment Assessment | Equipment Inventory and Condition Report | Detailed list of all equipment to be refurbished, including make, model, serial number, current condition, functional status, and estimated repair needs. Based on visual inspection and preliminary functional tests. | Project Manager & Client Technical Team | Week 3-5 |
| Equipment Assessment | Refurbishment Prioritization Matrix | Prioritization based on criticality of equipment, patient care impact, regulatory requirements, and budget constraints. Includes justification for prioritization. | Project Manager & Client Leadership | Week 6 |
| Vendor Management | Request for Proposal (RFP) / Tender Documents | Detailed technical specifications for refurbishment, quality requirements, testing protocols, warranty expectations, and delivery timelines. Compliant with client procurement policies. | Project Manager | Week 7-8 |
| Vendor Management | Vendor Evaluation Criteria and Scorecard | Objective criteria for evaluating technical capability, experience, certifications, pricing, and references. Standardized scoring system. | Project Manager & Client Technical/Procurement Team | Week 9 |
| Refurbishment Execution | Refurbishment Work Orders | Specific instructions for each equipment refurbishment, detailing tasks, required parts, testing procedures, and expected outcomes. Based on original equipment manufacturer (OEM) specifications where possible. | Project Manager (on behalf of Client) | Ongoing |
| Refurbishment Execution | Progress Reports (Weekly/Bi-weekly) | Updates on refurbishment status, milestones achieved, any deviations from plan, issues encountered, and corrective actions taken. Inclusion of photographic evidence where relevant. | Project Manager | Ongoing |
| Quality Assurance | Calibration Certificates | For all refurbished equipment requiring calibration, certification by accredited laboratories or vendor's certified technicians. Traceable to national/international standards. | Vendor (managed by Project Manager) | Per equipment |
| Quality Assurance | Functional Test Reports | Documented results of all functional tests performed on refurbished equipment, verifying performance against OEM specifications or agreed-upon standards. Includes pass/fail criteria. | Vendor (managed by Project Manager) | Per equipment |
| Quality Assurance | Performance Verification Reports | Demonstration of equipment performance in simulated or actual clinical scenarios, as applicable. May involve client end-users for validation. | Project Manager & Client Technical Team | Per equipment batch |
| Documentation | Refurbishment Certificates of Completion | Signed documentation by the vendor and approved by the Project Manager and Client, confirming that refurbishment was completed according to specifications. | Project Manager | Per equipment |
| Documentation | Updated Equipment Manuals and Service Records | Provision of any updated operational manuals, maintenance logs, and records of parts used during refurbishment. | Vendor (managed by Project Manager) | Per equipment |
| Documentation | Final Project Report | Comprehensive summary of the project, including scope, budget, timeline, key achievements, lessons learned, and final acceptance of deliverables. Aligned with client reporting requirements. | Project Manager | End of Project |
Key Project Phases and Activities
- Project Initiation and Planning
- Equipment Assessment and Prioritization
- Vendor Selection and Management
- Refurbishment Execution and Monitoring
- Quality Assurance and Testing
- Documentation and Handover
- Project Closure
Service Level Agreement For Medical Equipment Refurbishment Project Management Service
This Service Level Agreement (SLA) outlines the agreed-upon service levels for the Project Management Service for the Medical Equipment Refurbishment Project. It defines response times for critical issues and uptime guarantees for the project management platform.
| Issue Severity | Response Time Target | Resolution Time Target | Uptime Guarantee (Project Management Platform) |
|---|---|---|---|
| Critical Issue | 1 hour during Business Hours, 4 hours outside Business Hours | 8 Business Hours | 99.5% monthly |
| Major Issue | 4 Business Hours | 2 Business Days | 99.5% monthly |
| Minor Issue | 8 Business Hours | 5 Business Days | 99.5% monthly |
Key Definitions
- Downtime: Any period during which the Project Management Platform is unavailable to the Customer due to reasons within the Vendor's control.
- Downtime Event: A continuous period of Downtime.
- Business Hours: Monday to Friday, 9:00 AM to 5:00 PM Local Time, excluding national holidays.
- Critical Issue: A problem that renders the Project Management Platform completely unusable or prevents the execution of core project management functions, impacting multiple users and project timelines significantly.
- Major Issue: A problem that significantly degrades the performance of the Project Management Platform or affects a subset of users/functions, but does not render the entire system unusable.
- Minor Issue: A problem that has minimal impact on the usability or functionality of the Project Management Platform, such as a cosmetic defect or a feature that can be worked around.
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
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