Verified Service Provider in Cameroon
PACS Administration & Support in Cameroon
Engineering Excellence & Technical Support
Dedicated PACS administrator and support services High-standard technical execution following OEM protocols and local regulatory frameworks.
Streamlined DICOM Workflow Optimization
Implemented and fine-tuned DICOM routing rules and storage policies across multiple PACS servers, significantly reducing image retrieval times and ensuring efficient data flow for radiologists and clinicians in leading Cameroonian hospitals. This involved detailed analysis of network latency and image segmentation for optimal performance.
Robust PACS Security & Compliance Framework
Designed and deployed a comprehensive PACS security framework, incorporating role-based access controls, audit logging, and regular vulnerability assessments. Ensured adherence to evolving national and international healthcare data privacy regulations, safeguarding sensitive patient information within the Cameroonian healthcare system.
Successful PACS Integration & User Training
Led the successful integration of new PACS solutions with existing HIS/RIS systems in several key medical facilities across Cameroon. Developed and delivered tailored training programs for diverse user groups, from IT administrators to medical imaging technologists, empowering them to effectively utilize the PACS for enhanced diagnostic capabilities.
What Is Pacs Administration & Support In Cameroon?
PACS Administration & Support in Cameroon refers to the comprehensive management and technical assistance provided for Picture Archiving and Communication Systems (PACS) within healthcare facilities and organizations operating in the Cameroonian context. A PACS is a medical imaging technology that stores, retrieves, manages, and displays medical images (such as X-rays, CT scans, MRIs, and ultrasounds). Effective PACS administration and support are critical for ensuring the efficient, secure, and reliable operation of these systems, which directly impacts diagnostic accuracy, patient care workflow, and data integrity within the Cameroonian healthcare ecosystem.
| Who Needs PACS Administration & Support in Cameroon? | Typical Use Cases | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Hospitals (Public and Private): Ranging from large tertiary care centers to smaller community hospitals requiring image archiving and retrieval for diagnostic purposes. | Radiology Departments: Central hub for image acquisition, interpretation, and storage, necessitating efficient PACS operations. | Specialty Clinics (e.g., Cardiology, Neurology, Oncology): Requiring specialized imaging modalities and PACS integration for patient management and diagnosis. | Diagnostic Imaging Centers: Dedicated facilities providing imaging services to multiple healthcare providers, with a high volume of image data. | Medical Research Institutions: Utilizing PACS for storing and analyzing large datasets for research projects and clinical trials. | Government Health Ministries and Agencies: Overseeing the implementation and standardization of PACS across public healthcare facilities. | Healthcare IT Service Providers: Companies offering specialized IT support, including PACS administration, to Cameroonian healthcare organizations. | Emergency Medical Services: Potentially utilizing PACS for remote consultation or rapid access to historical imaging data. | |||
| Rapid retrieval of previous patient imaging studies for comparative analysis during diagnosis and treatment planning. | Seamless distribution of medical images to referring physicians, specialists, and off-site teleradiology services. | Ensuring image quality and adherence to diagnostic standards for accurate interpretation. | Facilitating multi-disciplinary team (MDT) meetings by providing easy access to relevant imaging studies. | Managing and archiving large volumes of imaging data for regulatory compliance and legal requirements. | Troubleshooting connectivity issues between imaging modalities and the PACS server. | Implementing user-based access controls to protect patient confidentiality and data security. | Performing routine system maintenance, backups, and disaster recovery drills. | Integrating new imaging equipment or upgrading existing PACS infrastructure. | Providing remote or on-site support for urgent system failures or user queries. | Generating reports on system usage, storage capacity, and potential performance issues. |
Key Components of PACS Administration & Support in Cameroon:
- System Installation and Configuration: Initial setup and customization of PACS software and hardware according to the specific needs and infrastructure of the Cameroonian healthcare provider.
- User Management and Training: Creating and managing user accounts with appropriate access privileges, and providing comprehensive training to radiologists, technicians, clinicians, and IT staff on system operation, data handling, and troubleshooting.
- Image Acquisition and Workflow Integration: Ensuring seamless integration with imaging modalities (e.g., X-ray machines, CT scanners) and optimizing the workflow for image acquisition, annotation, and distribution.
- Data Storage and Archiving: Managing the storage capacity, ensuring data redundancy, and implementing robust archiving strategies for medical images in compliance with healthcare regulations.
- Network and Infrastructure Management: Overseeing the network connectivity, server performance, and storage devices to guarantee high availability and rapid access to images.
- System Monitoring and Performance Tuning: Continuously monitoring system health, identifying performance bottlenecks, and implementing optimizations to ensure efficient operation.
- Troubleshooting and Issue Resolution: Diagnosing and resolving technical issues related to hardware, software, network, or user errors in a timely manner to minimize disruption to clinical operations.
- Regular Backups and Disaster Recovery Planning: Implementing and testing regular data backup procedures and developing comprehensive disaster recovery plans to safeguard against data loss.
- Security and Access Control: Enforcing robust security measures to protect sensitive patient data from unauthorized access, breaches, and cyber threats, adhering to data privacy standards.
- Software Updates and Patch Management: Managing the lifecycle of the PACS software, including applying updates, patches, and upgrades to ensure optimal functionality and security.
- Vendor Liaison and Support Escalation: Acting as the primary point of contact with PACS vendors for technical issues, warranty claims, and feature requests.
- Compliance and Auditing: Ensuring the PACS system adheres to relevant Cameroonian healthcare regulations, imaging standards (e.g., DICOM), and facilitating audit trails for accountability.
Who Needs Pacs Administration & Support In Cameroon?
PACS (Picture Archiving and Communication System) administration and support are crucial for any healthcare institution in Cameroon that relies on digital medical imaging. These systems are complex and require specialized knowledge to ensure their efficient operation, data integrity, and compliance with healthcare regulations. Without proper administration and support, facilities risk downtime, data loss, slow image retrieval, and potential security breaches, all of which can negatively impact patient care and operational efficiency.
| Customer Type | Relevant Departments | Key Needs & Responsibilities | Impact of PACS Support |
|---|---|---|---|
| Hospitals (Public and Private) | Radiology Department, IT Department, Cardiology, Neurology, Oncology, Emergency Room, General Surgery | Image acquisition, storage, retrieval, distribution, system maintenance, user training, data backup, disaster recovery, integration with EMR/EHR. | Ensures timely access to critical diagnostic images for diagnosis and treatment planning, improves workflow efficiency, reduces redundant imaging, enhances patient safety. |
| Radiology Clinics & Imaging Centers | Radiology Department, Administration, IT Support | Managing large volumes of imaging studies, ensuring high availability of the PACS, efficient reporting workflows, archiving, and compliance with imaging standards. | Streamlines reporting turnaround times, improves radiologist productivity, facilitates secure sharing of images with referring physicians, maintains operational continuity. |
| Diagnostic Laboratories with Imaging Capabilities | Radiology Section, IT Department | Integrating imaging data with lab results, ensuring consistent archiving, managing user access for different diagnostic modalities. | Provides a unified patient record, supports multi-disciplinary team discussions, and enhances diagnostic accuracy through comprehensive data. |
| Specialized Medical Centers | Specific Departmental Radiology Teams, IT Department | Managing specialized imaging protocols, ensuring compatibility with advanced imaging equipment (e.g., PET-CT, MRI), providing tailored support for unique workflows. | Facilitates advanced diagnostics and treatment for specific conditions, supports complex surgical planning, and enables cutting-edge research. |
| Research Institutions | Research Departments, IT Department, Data Management Teams | Long-term archiving of imaging data for longitudinal studies, data anonymization for privacy, efficient data retrieval for analysis, integration with research databases. | Enables robust scientific research, facilitates multi-center studies, and supports the development of new diagnostic and therapeutic approaches. |
| Government Health Agencies & Ministries | Public Health Units, Health Information Management Departments, Regulatory Bodies | Establishing and overseeing PACS standards, ensuring data security and privacy across public health facilities, monitoring system performance and uptime, facilitating public health surveillance. | Promotes standardization of imaging services, improves the quality of healthcare delivery nationwide, and aids in evidence-based public health policy development. |
Target Customers in Cameroon Requiring PACS Administration & Support
- Hospitals (Public and Private)
- Radiology Clinics and Imaging Centers
- Diagnostic Laboratories with Imaging Capabilities
- Specialized Medical Centers (e.g., Oncology, Cardiology)
- Research Institutions involved in medical imaging
- Government Health Agencies and Ministries
Pacs Administration & Support Process In Cameroon
The PACS (Picture Archiving and Communication System) Administration and Support Process in Cameroon encompasses the entire lifecycle of a PACS-related request, from initial inquiry to successful resolution. This process ensures efficient management, maintenance, and problem-solving for the PACS infrastructure within healthcare facilities. It involves various stakeholders, including end-users (radiologists, technicians), IT support staff, PACS administrators, and potentially vendors. The workflow is designed to be systematic, ensuring clarity, accountability, and timely action.
| Stage | Description | Key Activities | Responsible Party | Tools/Systems | Outcome |
|---|---|---|---|---|---|
| Inquiry & Request Initiation | The process begins when a user encounters an issue, requires a change, or has a question related to the PACS. | User identifies a problem (e.g., image not loading, system slow, new user setup). User contacts the support channel. | End-User (Radiologist, Technician, etc.) | Help Desk (Phone, Email, Ticketing System), Direct Contact (if applicable) | Initial notification of a PACS-related need or issue. |
| Triage & Categorization | Incoming requests are assessed, prioritized, and categorized to determine urgency and the appropriate support level. | Support staff review the inquiry, gather basic information, and assign a priority level (e.g., Critical, High, Medium, Low). Categorize the request (e.g., Hardware Issue, Software Bug, User Management, Training Request). | Help Desk/First-Level Support | Ticketing System, Knowledge Base, Predefined Support Scripts | Categorized and prioritized request ready for assignment. |
| Assignment & Escalation | Requests are assigned to the most suitable support personnel based on expertise and availability. Escalation occurs if the initial support level cannot resolve the issue. | Assign the ticket to a technician or administrator with the relevant skills. If unresolved within a defined SLA, escalate to a senior technician or specialized team (e.g., Vendor Support). | Help Desk Supervisor/Team Lead, Second-Level Support, Third-Level Support (Vendor) | Ticketing System, Skill Matrix, Escalation Matrix | Request is being actively worked on by the appropriate resource. |
| Investigation & Diagnosis | The assigned personnel thoroughly investigate the reported issue or request to identify the root cause or the exact requirements. | Reproduce the issue, analyze logs, check system configurations, interview the user, test network connectivity, examine hardware. | Second-Level Support, PACS Administrator, Vendor Support | PACS Monitoring Tools, Log Analyzers, Diagnostic Software, Network Tools, Remote Access Tools | Root cause identified or detailed understanding of the user's needs. |
| Resolution & Implementation | Based on the diagnosis, the appropriate solution is applied, or the requested change is implemented. | Apply patches, reconfigure settings, replace hardware, create user accounts, train users, implement new workflows. | Second-Level Support, PACS Administrator, Vendor Support | PACS Software, Server Hardware, Network Infrastructure, Configuration Management Tools, Training Materials | The issue is resolved, or the requested change is implemented. |
| Verification & Closure | The resolution is confirmed with the end-user, and the ticket is formally closed. | User confirms the issue is resolved or the request is fulfilled to their satisfaction. Close the ticket in the system. | End-User, Second-Level Support/PACS Administrator | Ticketing System, User Feedback | Successful resolution and closure of the support request. |
| Documentation & Knowledge Base Update | Information from the resolved ticket is used to update documentation and the knowledge base for future reference. | Document the solution, troubleshooting steps, and any new configurations. Update FAQs, user manuals, and internal knowledge base articles. | PACS Administrator, Support Team Lead | Knowledge Base Software, Documentation Tools, Ticketing System (for historical data) | Improved efficiency for future support requests and user self-service. |
PACS Administration & Support Process Workflow in Cameroon
- Inquiry & Request Initiation
- Triage & Categorization
- Assignment & Escalation
- Investigation & Diagnosis
- Resolution & Implementation
- Verification & Closure
- Documentation & Knowledge Base Update
Pacs Administration & Support Cost In Cameroon
The cost of PACS (Picture Archiving and Communication System) administration and support in Cameroon is a multifaceted issue influenced by various factors. These include the size and complexity of the healthcare facility, the volume of medical images managed, the level of technical expertise required, the vendor's service level agreements (SLAs), and the ongoing maintenance needs. Smaller clinics with basic PACS might have lower annual support costs compared to large hospital networks with advanced imaging modalities and extensive data storage requirements. Support often involves remote monitoring, troubleshooting, software updates, and potentially on-site technical assistance. The pricing is generally negotiated on an annual basis, and can also be bundled with the initial PACS software and hardware purchase. Local currency (Cameroonian Franc - XAF) pricing will vary significantly based on these factors and the specific service provider.
| Service Component | Estimated Annual Cost Range (XAF) |
|---|---|
| Basic Annual Software & Remote Support (for small clinics/limited users) | 500,000 - 1,500,000 |
| Standard Annual Support (for medium-sized facilities, includes basic updates, remote troubleshooting, and limited on-site visits) | 1,000,000 - 3,000,000 |
| Comprehensive Annual Support (for large hospitals, includes advanced troubleshooting, proactive monitoring, regular on-site visits, and priority support) | 2,500,000 - 7,000,000+ |
| Per Incident/Ad-hoc Support (if not on a comprehensive contract, can be significantly higher per event) | 100,000 - 500,000+ per incident |
| Major Software Upgrades/New Module Implementation (one-time cost, highly variable) | 1,000,000 - 10,000,000+ depending on scope |
Key Pricing Factors for PACS Administration & Support in Cameroon:
- System Size & Complexity: Larger PACS installations with multiple departments and high image volume will incur higher costs.
- Number of Users & Workstations: The more users and workstations requiring access and support, the greater the cost.
- Data Storage Requirements: The amount of storage needed for medical images directly impacts maintenance and potential expansion costs.
- Vendor's Service Level Agreement (SLA): Response times, uptime guarantees, and the scope of support services offered by the vendor are crucial determinants of price.
- Software Updates & Upgrades: Ongoing maintenance often includes regular software updates and periodic major upgrades, which are factored into support costs.
- Hardware Maintenance & Replacement: If the support contract includes hardware, costs for maintenance, repairs, and eventual replacement of servers, storage, and workstations will apply.
- On-site vs. Remote Support: The need for physical presence of technicians for troubleshooting and maintenance will influence pricing.
- Level of Technical Expertise Required: Specialized support for advanced imaging modalities or complex integrations might command higher fees.
- Training & User Support: The extent of ongoing training for staff and helpdesk support for end-users can be included in the pricing.
Affordable Pacs Administration & Support Options
PACS (Picture Archiving and Communication System) administration and support are critical for efficient medical imaging operations. However, the costs associated with dedicated in-house IT staff, specialized software, and ongoing maintenance can be substantial for many healthcare organizations. Fortunately, there are affordable PACS administration and support options available that leverage value bundles and smart cost-saving strategies to provide robust solutions without breaking the budget.
| Cost-Saving Strategy | Description | Benefit |
|---|---|---|
| Outsourcing to Specialized PACS Providers: | Instead of hiring and training in-house IT staff, leverage the expertise of third-party companies that specialize in PACS administration and support. These providers often have economies of scale. | Reduced labor costs, access to specialized skills, faster issue resolution, predictable monthly expenses. |
| Utilizing Cloud-Based PACS (PACS-as-a-Service): | Transitioning to a cloud PACS eliminates the need for significant upfront hardware investment and ongoing on-premise maintenance. Services are typically subscription-based. | Lower capital expenditure, scalability, reduced IT infrastructure burden, potential for disaster recovery built-in. |
| Implementing Managed Services & Value Bundles: | Opt for pre-defined service packages that bundle essential administration and support tasks. This often results in a lower overall cost compared to individually purchasing services. | Predictable budgeting, bundled discounts, comprehensive coverage for routine needs, streamlined procurement. |
| Leveraging Remote Support Capabilities: | Many PACS issues can be resolved remotely, reducing the need for expensive on-site visits by technicians. Ensure your support provider has robust remote access tools. | Reduced travel expenses for support personnel, faster response times, minimal disruption to operations. |
| Standardizing Software & Hardware: | Whenever possible, work with vendors that offer standardized solutions. This simplifies management, troubleshooting, and reduces the complexity of integration. | Easier maintenance, simplified training, fewer compatibility issues, potential for volume discounts. |
| Proactive Monitoring & Maintenance: | Investing in proactive system health checks and preventative maintenance can significantly reduce the occurrence of costly downtime and emergency repairs. | Minimized unplanned outages, improved system reliability, extended hardware lifespan, reduced emergency support costs. |
| Negotiating Service Level Agreements (SLAs): | Clearly define performance metrics, response times, and uptime guarantees in your support contracts. This ensures you receive the agreed-upon level of service. | Guaranteed service quality, accountability from the provider, clear expectations for issue resolution. |
Key Value Bundles in PACS Administration & Support
- Core PACS Management Bundle: Includes routine system monitoring, user account management, basic troubleshooting, and regular software updates. Often a foundational offering for smaller practices.
- Advanced Support Bundle: Builds upon the core bundle by adding proactive system health checks, performance optimization, data backup and recovery services, and prioritized response times.
- Comprehensive Outsourced PACS Solution: A complete managed service that covers all aspects of PACS administration, including hardware maintenance, vendor liaison, workflow optimization, disaster recovery planning, and strategic IT consultation.
- Specialized Module Support: Bundles tailored for specific PACS functionalities such as AI integration support, advanced visualization tools, or integration with EMR/EHR systems.
- On-Demand/Ad-Hoc Support: Flexible packages offering hours of support that can be used for specific projects, urgent issues, or supplemental assistance as needed.
Verified Providers In Cameroon
In Cameroon's burgeoning healthcare sector, identifying reliable and qualified medical professionals is paramount for ensuring quality patient care. Verified Providers in Cameroon, particularly those credentialed by organizations like Franance Health, represent a benchmark of excellence and trustworthiness. This document outlines what makes these providers stand out and why they are the optimal choice for your healthcare needs.
| Credentialing Component | Franance Health Verification Focus | Why it Matters for Patients |
|---|---|---|
| Educational Background | Verification of degrees, diplomas, and specialized training from accredited institutions. | Ensures providers possess the foundational knowledge and skills required for their practice. |
| Professional Licenses & Certifications | Confirmation of valid and current licenses to practice in Cameroon and any relevant specializations. | Guarantees that providers are legally authorized and meet regulatory requirements. |
| Clinical Experience | Assessment of practical experience, including duration, scope of practice, and patient outcomes (where applicable). | Indicates a provider's practical proficiency and ability to handle diverse medical situations. |
| Ethical Conduct & Reputation | Checks for disciplinary actions, malpractice suits, and general professional standing. | Protects patients from unethical practices and ensures a trustworthy healthcare experience. |
| Continuing Professional Development (CPD) | Confirmation of participation in ongoing training and learning to stay updated with medical advancements. | Assures patients that their providers are employing the latest medical knowledge and techniques. |
| Facility Standards (for clinics/hospitals) | Evaluation of infrastructure, equipment, hygiene, and safety protocols. | Ensures a safe, clean, and well-equipped environment for treatment and recovery. |
Understanding Verified Providers and Franance Health Credentials
- What are Verified Providers? Verified Providers are medical professionals and facilities that have undergone rigorous checks of their qualifications, licenses, certifications, and adherence to established healthcare standards.
- Franance Health's Role: Franance Health is a leading credentialing body that specializes in verifying the competence and ethical standing of healthcare practitioners and institutions within Cameroon and potentially broader Francophone African regions. Their verification process often includes reviewing educational backgrounds, professional experience, legal standing, and ongoing professional development.
- The Importance of Credentialing: Credentialing processes like those conducted by Franance Health provide patients with confidence. They assure that a provider has met specific criteria for expertise, safety, and ethical practice, mitigating risks associated with unqualified or fraudulent practitioners.
- Benefits for Patients: Choosing Franance Health-verified providers means accessing healthcare from individuals and facilities that have demonstrated a commitment to quality, patient safety, and continuous improvement.
- Impact on Healthcare Quality: The presence of a robust credentialing system actively contributes to raising the overall standard of healthcare delivery in Cameroon by promoting accountability and professionalism among practitioners.
Scope Of Work For Pacs Administration & Support
This Scope of Work (SOW) outlines the responsibilities and deliverables for PACS (Picture Archiving and Communication System) Administration and Support. This includes daily operational support, system maintenance, troubleshooting, user management, and ensuring the overall health and performance of the PACS environment. The aim is to provide robust, reliable, and secure medical imaging data management for the organization.
| Deliverable | Description | Standard Specifications / Requirements |
|---|---|---|
| Daily PACS System Health Check | Proactive monitoring of PACS server status, database health, image transfer queues, and storage utilization. | Automated scripts and manual checks performed daily. Alerts configured for critical thresholds. Minimum uptime target of 99.5% for PACS services. |
| User Account Management | Creation, modification, and deletion of user accounts, roles, and permissions within the PACS and associated systems (e.g., RIS, Dictation). | Adherence to organizational IT security policies. Provisioning and de-provisioning within 24 business hours of request. Regular audits of user access privileges. |
| Image Workflow Monitoring and Troubleshooting | Ensuring smooth and timely image acquisition, routing, and availability to referring physicians and other integrated systems. | Monitoring of HL7/DICOM interfaces. Resolution of image transfer failures within 4 business hours. Proactive identification of workflow bottlenecks. |
| PACS Database Maintenance | Regular database backups, integrity checks, and performance tuning. | Daily incremental and weekly full backups. Database optimization performed quarterly or as needed. Disaster Recovery plan validation annually. |
| PACS System Performance Monitoring | Tracking key performance indicators (KPIs) such as image retrieval times, query response times, and system resource utilization. | Monthly performance reports. Actionable insights for optimization. Target image retrieval times under 5 seconds for recent studies. |
| User Support and Issue Resolution | Providing first and second-level support for PACS-related user inquiries and technical issues. | Help desk ticketing system utilized. Response to critical incidents within 1 hour, non-critical within 4 business hours. Resolution targets based on incident severity. |
| System Updates and Patch Management | Planning, testing, and implementing software updates, patches, and security fixes for the PACS. | Testing in a non-production environment before deployment. Scheduled maintenance windows to minimize disruption. Regular vulnerability scanning. |
| DICOM Conformance Statement Review and Compliance | Ensuring all connected modalities and workstations comply with relevant DICOM standards. | Review and update DICOM Conformance Statements annually or upon new device integration. Verification of DICOM compliance for all new integrations. |
| Storage Management and Archiving | Monitoring PACS storage capacity and managing the archiving of older studies according to retention policies. | Proactive alerts for nearing storage capacity. Implementation and monitoring of automated archiving rules. Verification of archived data integrity. |
| Disaster Recovery and Business Continuity Planning | Participating in the development and testing of PACS disaster recovery and business continuity plans. | Annual DR testing. Documentation of DR procedures and recovery time objectives (RTO) and recovery point objectives (RPO). |
| Documentation and Knowledge Base Maintenance | Creating and maintaining technical documentation, SOPs, and a knowledge base for PACS administration and support. | Up-to-date documentation for all system configurations, procedures, and troubleshooting steps. Accessible knowledge base for support staff. |
Key Areas of Responsibility
- PACS System Administration
- User Support and Training
- System Monitoring and Maintenance
- Troubleshooting and Incident Resolution
- Data Management and Archiving
- System Upgrades and Enhancements
- Security and Compliance
- Vendor Liaison
Service Level Agreement For Pacs Administration & Support
This Service Level Agreement (SLA) outlines the performance standards for PACS (Picture Archiving and Communication System) administration and support. It defines the expected response times for incidents and the guaranteed uptime for the PACS environment. This SLA applies to all users and administrators of the PACS system.
| Incident Severity Level | Description | Target Response Time | Target Resolution Time | Uptime Guarantee |
|---|---|---|---|---|
| Critical (Severity 1) | Complete system outage. All users are unable to access or use the PACS. Data integrity is at risk. | 15 minutes (within business hours)<br>30 minutes (outside business hours) | 2 hours (to restore critical functionality)<br>8 hours (for full resolution) | 99.9% (annualized) |
| High (Severity 2) | Significant system degradation impacting a large number of users or key functionalities (e.g., image retrieval significantly slowed, inability to store new studies). | 1 hour (within business hours)<br>2 hours (outside business hours) | 4 hours (to restore primary functionality)<br>16 hours (for full resolution) | 99.9% (annualized) |
| Medium (Severity 3) | Partial system outage or functional limitation impacting a subset of users or non-critical functionalities (e.g., minor display issues, slow reporting access). | 4 business hours | 1 business day | 99.9% (annualized) |
| Low (Severity 4) | Minor performance issues, cosmetic errors, or requests for information/enhancements that do not impact core functionality. | 1 business day | 3 business days | 99.9% (annualized) |
Key Definitions
- Incident: An unplanned interruption to an IT service or a reduction in the quality of an IT service. Incidents may also occur when a Configuration Item (CI) is no longer under the control of the organization, although this is not always the case.
- PACS Environment: The complete set of hardware, software, network infrastructure, and data storage dedicated to the PACS operations, including servers, workstations, archive devices, and network connectivity.
- Downtime: Any period during which the PACS environment is unavailable for use, preventing users from accessing, storing, or retrieving medical images and associated data.
- Response Time: The time taken from the initial reporting of an incident to the first substantive action taken by the support team to diagnose and address the issue.
- Resolution Time: The time taken from the initial reporting of an incident to the restoration of the service to its expected operational state.
- Service Window: The defined period during which the PACS is expected to be available. Unless otherwise specified, this is typically 24 hours a day, 7 days a week, 365 days a year.
- Uptime Guarantee: The minimum percentage of time the PACS environment is expected to be available within the Service Window.
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