Hospital IT Integration Services in Comoros
Engineering Excellence & Technical Support
EHR, PACS, RIS and equipment integration High-standard technical execution following OEM protocols and local regulatory frameworks.
Securing Patient Data with Advanced Network Infrastructure
We architect and implement robust, secure network infrastructures specifically designed for the healthcare environment in Comoros. Our solutions ensure the confidentiality, integrity, and availability of sensitive patient data through multi-layered security protocols, access controls, and continuous monitoring, adhering to international privacy standards while addressing local connectivity challenges.
Seamless Electronic Health Record (EHR) System Interoperability
Our expertise lies in integrating disparate Electronic Health Record (EHR) systems within Comorian hospitals. We facilitate seamless data exchange between existing and new systems, enabling real-time access to patient information, streamlining workflows, reducing medical errors, and empowering healthcare providers with comprehensive patient histories for better diagnosis and treatment.
Scalable and Resilient Cloud-Based Healthcare Solutions
We spearhead the migration of critical hospital IT systems to secure, scalable, and resilient cloud platforms tailored for the Comorian context. This enables enhanced data accessibility, disaster recovery capabilities, cost optimization, and future-proofing of IT infrastructure, allowing hospitals to focus on patient care rather than IT management.
What Is Hospital It Integration Services In Comoros?
Hospital IT Integration Services in Comoros refers to the strategic implementation and ongoing management of interconnected information technology systems within healthcare facilities. This encompasses the seamless exchange of data, interoperability of disparate applications, and optimization of IT infrastructure to support clinical, administrative, and operational workflows. The primary objective is to create a unified and efficient digital ecosystem that enhances patient care, improves operational efficiency, and ensures compliance with evolving healthcare regulations.
| Who Needs Hospital IT Integration Services in Comoros? | Typical Use Cases |
|---|---|
| Public and Private Hospitals: Across all specialties and sizes. | Enabling seamless referral workflows between primary care clinics and specialized hospitals. Facilitating real-time access to patient medical histories for emergency physicians. Streamlining the billing and insurance claim submission process. Improving inventory management for pharmaceuticals and medical supplies through integrated systems. |
| Clinics and Diagnostic Centers: Requiring data exchange with hospitals for patient management and referrals. | Allowing diagnostic centers to securely transmit imaging and lab results directly to referring physicians' EHRs. Supporting telemedicine initiatives by integrating remote patient monitoring data with central EHRs. |
| Government Health Ministries and Regulatory Bodies: For public health surveillance, policy development, and data analysis. | Aggregating anonymized patient data for disease outbreak monitoring and trend analysis. Ensuring compliance with national health information exchange mandates. |
| Healthcare Technology Vendors and Service Providers: Offering integrated solutions to the Comorian healthcare sector. | Developing and deploying interoperable healthcare IT solutions that can be readily integrated into existing hospital infrastructures. Providing support and maintenance for integrated systems. |
Key Components of Hospital IT Integration Services:
- Electronic Health Record (EHR) / Electronic Medical Record (EMR) Integration: Connecting various EHR/EMR systems, including those used by different departments or external providers, to facilitate comprehensive patient data accessibility.
- Picture Archiving and Communication System (PACS) Integration: Ensuring the smooth flow of medical imaging data between imaging modalities, PACS, and clinical workstations.
- Laboratory Information System (LIS) Integration: Linking laboratory instruments and LIS with EHRs for automated reporting of test results.
- Pharmacy Information System (PhIS) Integration: Integrating PhIS with EHRs to manage medication orders, dispensing, and patient allergies.
- Revenue Cycle Management (RCM) System Integration: Connecting billing, coding, and financial systems to streamline claims processing and revenue collection.
- Internet of Medical Things (IoMT) Integration: Incorporating data from connected medical devices (e.g., vital sign monitors, infusion pumps) into patient records and clinical dashboards.
- Interoperability Standards Implementation: Adhering to national and international interoperability standards (e.g., HL7, FHIR) to ensure data exchange compatibility.
- Data Warehousing and Analytics: Establishing centralized repositories for aggregated healthcare data to support reporting, research, and decision-making.
- Cybersecurity and Data Privacy: Implementing robust security measures to protect sensitive patient information and ensure compliance with data protection regulations.
- Legacy System Modernization: Migrating or integrating data from outdated IT systems into modern, interoperable platforms.
Who Needs Hospital It Integration Services In Comoros?
Hospital IT integration services are crucial for healthcare providers in Comoros seeking to enhance operational efficiency, improve patient care, and streamline data management. These services bridge the gap between disparate IT systems, enabling seamless communication and data flow across various departments. By modernizing their IT infrastructure, hospitals can achieve better diagnostic accuracy, faster treatment delivery, and more secure patient record keeping. The need for such services is particularly pronounced as Comoros aims to strengthen its healthcare sector and improve public health outcomes.
| Customer Type | Key Needs for Integration | Target Departments Benefiting |
|---|---|---|
| Public Hospitals | Improving data sharing between facilities, centralizing patient records, enhancing public health reporting. | All departments, IT, Administration, Medical Records, Government Health Agencies |
| Private Clinics | Streamlining operations, improving patient experience, competitive advantage through advanced technology. | Clinical Departments, Administration, Pharmacy, IT |
| Government Health Ministries | National health data analysis, epidemic tracking, resource management, policy development. | IT, Administration, Public Health Units, Research Departments |
| NGOs/International Aid | Efficient project management, data collection for impact assessment, collaboration with local healthcare providers. | IT, Administration, Clinical Teams, Data Management Units |
| Diagnostic Centers | Seamless reporting to referring physicians, efficient sample tracking, integration with EHRs. | Laboratory, Radiology, IT, Administration |
Target Customers and Departments for Hospital IT Integration Services in Comoros:
- Target Customers:
- Hospitals and Clinics: Public, private, and non-profit healthcare facilities of all sizes, from large general hospitals to smaller specialized clinics.
- Government Health Ministries/Agencies: Entities responsible for overseeing and regulating healthcare services, looking to improve national health data management and public health initiatives.
- Non-Governmental Organizations (NGOs) & International Aid Organizations: Groups involved in healthcare delivery and development projects in Comoros, requiring robust and integrated IT systems for their operations.
- Private Healthcare Providers & Diagnostic Centers: Emerging private sector players aiming to offer advanced and efficient healthcare services.
- Target Departments:
- Information Technology (IT) Department: The primary beneficiary, responsible for implementing and managing IT infrastructure. Integration services empower them to connect systems and ensure data integrity.
- Clinical Departments: (e.g., Cardiology, Radiology, Oncology, Pediatrics, Emergency Room) Benefit from interconnected systems for faster access to patient history, imaging, and diagnostic results, leading to improved treatment decisions and patient outcomes.
- Radiology/Imaging Departments: Require integration with Picture Archiving and Communication Systems (PACS) and Electronic Health Records (EHRs) for efficient storage, retrieval, and sharing of medical images.
- Laboratory Departments: Need integration with Laboratory Information Systems (LIS) to streamline test ordering, result reporting, and communication with clinical staff.
- Pharmacy Departments: Integration with Pharmacy Management Systems (PMS) and EHRs allows for accurate medication management, prescription tracking, and reduced medication errors.
- Administration & Management: Benefit from integrated systems for financial management, billing, patient registration, scheduling, and resource allocation, improving overall operational efficiency.
- Medical Records Department: Integral to the integration process, ensuring that patient records are digitized, organized, and accessible through the integrated IT infrastructure.
- Patient Registration & Admissions: Improved patient experience through streamlined check-in processes and readily available patient information.
- Telemedicine & Remote Patient Monitoring Departments: Require robust integration for effective data exchange and communication with remote patients and specialists.
Hospital It Integration Services Process In Comoros
This document outlines the typical workflow for Hospital IT Integration Services in Comoros, from the initial inquiry to the successful execution of services. The process is designed to ensure a structured and efficient approach to integrating new IT solutions within healthcare facilities.
| Stage | Description | Key Activities | Responsible Parties | Deliverables |
|---|---|---|---|---|
| The process begins when a hospital in Comoros expresses interest in IT integration services. This stage involves understanding their current IT infrastructure, specific needs, challenges, and desired outcomes. | Initial contact, requirement gathering, site visit (if necessary), stakeholder interviews, documentation review. | Hospital IT Department, Hospital Administration, Service Provider Sales Team. | Needs assessment report, preliminary scope of work. |
| Based on the needs assessment, the service provider develops a comprehensive proposal outlining the proposed solutions, implementation plan, timeline, and associated costs. | Solution design, cost estimation, proposal writing, quotation generation. | Service Provider Technical Team, Service Provider Sales Team. | Detailed technical proposal, detailed quotation, implementation roadmap. |
| The hospital reviews the proposal and quotation. If satisfactory, negotiations take place regarding terms, conditions, payment schedules, and Service Level Agreements (SLAs). | Proposal review, negotiation of terms, legal review, contract finalization, contract signing. | Hospital Administration, Legal Department, Service Provider Management. | Signed service agreement/contract. |
| Upon contract signing, a dedicated project team is formed. Detailed project plans, system architectures, and integration strategies are developed. | Project kickoff meeting, detailed project planning, system architecture design, data migration strategy, security protocols definition. | Project Manager, Service Provider Technical Team, Hospital IT Department. | Detailed project plan, system architecture diagrams, integration strategy document, risk assessment. |
| Required hardware, software, and network components are procured and deployed according to the project plan. This may involve installation and initial setup of new systems. | Hardware/software procurement, network setup, server installation, workstation deployment, initial system configuration. | Service Provider Technical Team, Procurement Department, Hospital IT Department. | Installed hardware and software, basic network infrastructure. |
| This is the core of the service, where new systems are integrated with existing hospital infrastructure. This involves configuring software, setting up interfaces, and ensuring seamless data flow. | Software installation and configuration, database setup, interface development (HL7, FHIR, etc.), data mapping, workflow integration. | Service Provider Integration Specialists, Hospital IT Department. | Integrated IT systems, functional interfaces, configured workflows. |
| Rigorous testing is conducted to ensure all integrated systems function as expected and meet the defined requirements. This includes unit testing, integration testing, and user acceptance testing (UAT). | Unit testing, integration testing, system testing, performance testing, security testing, user acceptance testing (UAT). | Service Provider QA Team, Hospital End-Users, Hospital IT Department. | Test scripts, test results, UAT sign-off. |
| Hospital staff are thoroughly trained on how to use the new integrated systems. Once training is complete and systems are deemed operational, formal handover occurs. | Development of training materials, conducting training sessions, providing user manuals, formal handover of systems and documentation. | Service Provider Trainers, Hospital End-Users, Hospital IT Department. | Trained staff, user manuals, handover documentation. |
| After successful handover, the service provider offers ongoing support and maintenance services as per the contract. This includes troubleshooting, system updates, and performance monitoring. | Help desk support, issue resolution, system monitoring, software updates and patches, proactive maintenance. | Service Provider Support Team, Hospital IT Department. | Ongoing technical support, system performance reports, updated system documentation. |
Key Stages of Hospital IT Integration Services Workflow
- Inquiry & Needs Assessment
- Proposal Development & Quotation
- Contract Negotiation & Signing
- Project Planning & Design
- System Procurement & Deployment
- Integration & Configuration
- Testing & Quality Assurance
- Training & Handover
- Post-Implementation Support & Maintenance
Hospital It Integration Services Cost In Comoros
The cost of Hospital IT Integration Services in Comoros is influenced by several key factors, leading to a wide range of pricing. These services are crucial for connecting disparate hospital systems, such as Electronic Health Records (EHRs), Picture Archiving and Communication Systems (PACS), Laboratory Information Systems (LIS), and billing platforms. The complexity of existing infrastructure, the scope of integration required, the specific technologies involved, and the vendor's expertise all play a significant role in determining the final cost. For instance, integrating a single departmental system into an existing EHR will be less expensive than a full hospital-wide integration of multiple legacy systems. Vendor selection also impacts pricing, with larger, established international firms typically charging more than smaller, local providers, though the latter may have better understanding of local regulations and challenges. The need for custom development, data migration, ongoing maintenance, and training also adds to the overall project cost. Given the nascent stages of widespread IT adoption in some healthcare facilities in Comoros, initial setup and infrastructure upgrades might also be a prerequisite, further impacting the budget. Therefore, a detailed needs assessment and a tailored proposal are essential for accurate cost estimation.
| Service Component | Estimated Cost Range (Comorian Franc - KMF) | Notes |
|---|---|---|
| Initial Needs Assessment & Planning | 200,000 - 700,000 KMF | Varies based on the depth of analysis and reporting required. |
| EHR/HIS Integration (Basic) | 1,500,000 - 5,000,000 KMF | Integration of a few key modules or departmental systems. |
| EHR/HIS Integration (Advanced) | 5,000,000 - 20,000,000+ KMF | Full hospital-wide integration, complex data migration, and custom workflows. |
| PACS Integration | 800,000 - 3,000,000 KMF | Depends on the volume of images and existing PACS capabilities. |
| LIS Integration | 500,000 - 2,000,000 KMF | Complexity of lab equipment and the LIS itself. |
| Billing System Integration | 400,000 - 1,500,000 KMF | Integration with patient accounting and insurance modules. |
| Data Migration (Per System) | 200,000 - 1,000,000 KMF | Heavily dependent on data volume, format, and cleanliness. |
| Custom Development/API Work | 150,000 - 500,000 KMF (per developer-day) | Rates can vary significantly based on vendor and developer expertise. |
| Testing & QA Services | 300,000 - 1,500,000 KMF | Essential for ensuring accuracy and functionality. Includes unit, integration, and user acceptance testing. |
| User Training & Change Management | 500,000 - 2,500,000 KMF | Includes development of training materials and delivery of sessions. |
| Annual Maintenance & Support (Post-Implementation) | 10-20% of initial project cost annually | Covers software updates, bug fixes, and technical assistance. |
Key Pricing Factors for Hospital IT Integration Services in Comoros:
- Scope and Complexity of Integration
- Number and Type of Systems to Integrate
- Existing IT Infrastructure Assessment
- Vendor Selection (International vs. Local)
- Technology Stack and Interoperability Standards
- Data Migration Requirements
- Custom Development Needs
- Testing and Quality Assurance
- Training and Change Management
- Ongoing Support and Maintenance Agreements
- Project Management Overhead
- Regulatory Compliance Considerations
Affordable Hospital It Integration Services Options
Navigating the complexities of hospital IT integration can be a significant challenge, particularly for organizations facing budget constraints. Fortunately, various affordable IT integration service options are available that prioritize value and cost-effectiveness. These solutions often revolve around understanding and leveraging 'value bundles' and implementing strategic 'cost-saving strategies.' Value bundles are pre-packaged service offerings that combine multiple integration functionalities into a single, often discounted, solution. This approach can simplify procurement, streamline implementation, and provide predictable costs. Cost-saving strategies, on the other hand, focus on maximizing efficiency, reducing waste, and leveraging technology and expertise to lower overall integration expenses.
| Value Bundle Component | Description | Cost-Saving Strategy Alignment | Potential Benefits |
|---|---|---|---|
| Standard API Gateway Integration | Provides a secure and standardized way to connect disparate systems through pre-defined APIs. | Leverages reusable components, reduces custom development time. | Faster implementation, improved data security, easier future integrations. |
| Interoperability Suite (e.g., HL7, FHIR) | Includes tools and services for facilitating data exchange between healthcare applications using common standards. | Reduces the need for bespoke translators, promotes adherence to industry standards. | Enhanced data sharing, compliance with regulations, improved patient care coordination. |
| Data Transformation & Mapping Service | Automates the process of converting data from one format to another, ensuring compatibility between systems. | Minimizes manual data entry errors, speeds up data migration and synchronization. | Increased data accuracy, reduced operational overhead, quicker access to insights. |
| Real-time Data Synchronization | Ensures that data is updated across multiple systems simultaneously. | Eliminates the need for batch processing, reduces latency in information access. | Improved decision-making, enhanced operational efficiency, better patient safety. |
| Basic Monitoring & Alerting | Provides essential oversight of integration processes, with alerts for failures or anomalies. | Proactive issue resolution, reduced downtime, simplified troubleshooting. | Increased system reliability, minimized disruptions, lower support costs. |
Key Affordable Hospital IT Integration Service Options
- Cloud-Based Integration Platforms (iPaaS): Offer scalable and often subscription-based solutions that reduce the need for on-premise hardware and extensive IT staff.
- Specialized Integration Consultants: Engage firms with focused expertise in specific integration areas (e.g., EHR, PACS, billing systems) to avoid overpaying for broad, generalized services.
- Open-Source Integration Tools: Utilize open-source middleware and APIs for custom integration development, significantly lowering software licensing costs.
- Managed Integration Services: Outsource day-to-day integration management and maintenance to third-party providers, freeing up internal resources and potentially reducing operational costs.
- Phased Integration Projects: Break down large integration initiatives into smaller, manageable phases to spread costs over time and demonstrate ROI incrementally.
- Partnerships with EHR/Vendor-Specific Integrators: Leverage vendors or partners who specialize in integrating with your existing core systems, offering tailored and often more cost-effective solutions.
Verified Providers In Comoros
Ensuring access to quality healthcare is paramount. In Comoros, the challenge of identifying reliable healthcare providers can be significant. This is where Franance Health emerges as a beacon of trust, offering a curated network of verified providers. Franance Health's rigorous credentialing process guarantees that their partners meet the highest standards of medical expertise, ethical practice, and patient care. Choosing a Franance Health-affiliated provider means opting for transparency, competence, and a commitment to your well-being. Their focus on thorough vetting eliminates the guesswork, allowing individuals and families in Comoros to confidently seek the medical attention they need.
| Provider Aspect | Franance Health Advantage | Benefit for Patients |
|---|---|---|
| Medical Qualifications | Franance Health verifies degrees, certifications, and ongoing training. | Ensures competence and up-to-date medical knowledge. |
| Professional Experience | Assesses years of practice and specialized experience. | Provides access to seasoned and skilled medical professionals. |
| Ethical Standards | Evaluates adherence to medical ethics and patient rights. | Guarantees respectful and responsible patient care. |
| Facility Standards | Where applicable, assesses the quality and safety of healthcare facilities. | Promotes a safe and conducive environment for treatment. |
| Patient Feedback | Considers patient reviews and satisfaction data (where available). | Offers insights into provider's interpersonal skills and patient rapport. |
Why Franance Health is the Best Choice for Verified Providers in Comoros:
- Rigorous Verification Process: Franance Health employs a multi-faceted approach to credentialing, ensuring all listed providers are thoroughly vetted.
- Commitment to Quality: Partners are selected based on their adherence to international standards of medical excellence and patient safety.
- Transparency and Trust: Franance Health provides clear information about provider qualifications, fostering confidence in the healthcare choices available.
- Enhanced Patient Experience: By partnering with competent and ethical professionals, Franance Health aims to improve the overall healthcare journey for individuals in Comoros.
- Access to Expertise: Their network includes a diverse range of specialists and general practitioners, ensuring comprehensive healthcare solutions.
Scope Of Work For Hospital It Integration Services
This Scope of Work (SOW) outlines the services to be provided by [IT Service Provider Name] for the integration of various IT systems within [Hospital Name]. The primary objective is to ensure seamless data flow, enhanced interoperability, and improved operational efficiency across critical healthcare platforms. This SOW details the technical deliverables, standard specifications, and project timelines.
Project Goals:
- Interoperability: Achieve seamless data exchange between Electronic Health Record (EHR), Picture Archiving and Communication System (PACS), Laboratory Information System (LIS), and other ancillary systems.
- Data Integrity: Ensure accuracy, consistency, and security of patient data across integrated systems.
- Workflow Optimization: Streamline clinical and administrative workflows by automating data entry and access.
- Reporting & Analytics: Enable robust reporting and analytics capabilities by consolidating data from multiple sources.
- Security & Compliance: Adhere to all relevant healthcare regulations (e.g., HIPAA, HITECH) for data privacy and security.
Assumptions:
- [Hospital Name] will provide access to all necessary system documentation, APIs, and technical personnel.
- Existing systems are adequately documented and have stable APIs available for integration.
- Necessary network infrastructure and hardware are in place and functional.
- [Hospital Name] will provide timely feedback and approvals throughout the project lifecycle.
Out of Scope:
- Hardware procurement and installation unless explicitly stated.
- Development of new core functionalities for existing systems.
- End-user training beyond system integration specifics.
- Ongoing system maintenance and support post-project completion (unless a separate maintenance agreement is in place).
| Deliverable | Description | Standard Specifications | Timeline (Weeks) | Responsible Party |
|---|---|---|---|---|
| Integration Architecture Design Document | Detailed design of the integration strategy, including data flow diagrams, interface specifications, and middleware selection. | HL7 FHIR, FHIR R4, OpenAPI Specification, RESTful APIs, SOAP, DICOM. | 2-4 | [IT Service Provider Name] |
| EHR to PACS Integration | Enable seamless transfer of patient demographics, order information from EHR to PACS, and retrieval of image metadata back to EHR. | HL7 v2.x ORM/ORU messages, DICOM worklist management, DICOM query/retrieve. | 4-6 | [IT Service Provider Name] |
| EHR to LIS Integration | Facilitate the transmission of lab orders from EHR to LIS and the return of lab results from LIS to EHR. | HL7 v2.x ORM/ORU messages, ASTM E1384. | 3-5 | [IT Service Provider Name] |
| PACS to EHR Image Access Integration | Allow clinicians to view images directly from within the EHR interface. | DICOM web viewer integration, WADO (Web Access to DICOM Objects). | 3-5 | [IT Service Provider Name] |
| Data Transformation & Mapping Engine | Develop and implement a robust engine for transforming and mapping data between disparate system formats. | Custom scripts, integration platforms (e.g., Mirth Connect, Rhapsody), XSLT transformations. | On-going (iterative) | [IT Service Provider Name] |
| API Development/Configuration | Develop or configure APIs for systems that do not have readily available integration points. | RESTful API design principles, JSON/XML data formats, OAuth 2.0 for authentication. | As required (per system) | [IT Service Provider Name] |
| Data Validation & Error Handling Framework | Establish a comprehensive framework for data validation and robust error logging and notification. | Custom validation rules, standardized error codes, logging mechanisms. | On-going | [IT Service Provider Name] |
| Security & Access Control Implementation | Implement security measures to protect patient data and ensure compliance with regulations. | TLS/SSL encryption, role-based access control (RBAC), audit trails. | On-going | [IT Service Provider Name] |
| Integration Testing Plan & Execution | Develop and execute comprehensive test plans to validate the functionality and performance of all integrations. | Unit testing, integration testing, system testing, user acceptance testing (UAT). | 4-8 | [IT Service Provider Name] & [Hospital Name] IT Team |
| Deployment and Go-Live Support | Plan and execute the deployment of the integrated solutions and provide on-site/remote support during the go-live phase. | Rollback strategies, phased deployment plans, hypercare support. | 1-2 | [IT Service Provider Name] & [Hospital Name] IT Team |
| Integration Documentation (Technical Manuals) | Provide detailed technical documentation for all integrated systems, including configuration, troubleshooting, and maintenance guidelines. | Standard technical documentation formats, diagrams, flowcharts. | On-going | [IT Service Provider Name] |
Key Integration Areas and Systems
- Electronic Health Record (EHR) System: [EHR Vendor & Version]
- Picture Archiving and Communication System (PACS): [PACS Vendor & Version]
- Laboratory Information System (LIS): [LIS Vendor & Version]
- Radiology Information System (RIS): [RIS Vendor & Version]
- Pharmacy Management System: [Pharmacy System Vendor & Version]
- Billing & Financial Systems: [Billing System Vendor & Version]
- Patient Engagement Portal: [Portal Vendor & Version]
- Other Ancillary Systems: [List other systems as applicable]
Service Level Agreement For Hospital It Integration Services
This Service Level Agreement (SLA) outlines the performance standards, response times, and uptime guarantees for Hospital IT Integration Services provided by [Your Company Name] to [Hospital Name]. This SLA is an addendum to the Master Services Agreement (MSA) dated [Date of MSA].
| Incident/Request Type | Priority Level | Response Time Target | Resolution Time Target | Uptime Guarantee |
|---|---|---|---|---|
| Critical Incident | P1 - Critical | 15 minutes | 4 hours | 99.9% (excluding scheduled maintenance) |
| Major Incident | P2 - High | 30 minutes | 8 hours | 99.9% (excluding scheduled maintenance) |
| Minor Incident | P3 - Medium | 2 hours | 24 hours | 99.9% (excluding scheduled maintenance) |
| Service Request (e.g., Configuration Change) | P4 - Low | 4 business hours | 3 business days | N/A |
Key Definitions
- Service Hours: [e.g., 24/7/365, Monday-Friday 8 AM - 6 PM Local Time]
- Downtime: Any period during Service Hours when the Service is unavailable to the Customer.
- Downtime Event: A continuous period of Downtime.
- Critical Incident: An unplanned interruption to the Service that renders a core integration service (e.g., EHR-LIS, EHR-PACS) completely unavailable.
- Major Incident: An unplanned interruption to the Service that significantly impacts a large portion of users or critical functionality, but not all core integrations.
- Minor Incident: An unplanned interruption to the Service that impacts a limited number of users or non-critical functionality.
- Service Request: A request for non-emergency support or a change to the Service.
- Response Time: The maximum time allowed for [Your Company Name] to acknowledge a reported incident or service request and begin working on it.
- Resolution Time: The target time for [Your Company Name] to restore the Service to normal operation following an incident. This is a target and not a guarantee.
- Uptime Percentage: The percentage of time the Service is available during the agreed-upon Service Hours.
Frequently Asked Questions
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