Verified Service Provider in Djibouti
Biomedical Staffing Augmentation in Djibouti
Engineering Excellence & Technical Support
Onsite biomedical engineers and PACS administrators High-standard technical execution following OEM protocols and local regulatory frameworks.
Rapid Deployment & Specialized Expertise
Deploy highly skilled biomedical professionals (e.g., biomedical engineers, technicians, clinical specialists) to Djibouti within days, filling critical gaps in medical equipment maintenance, calibration, and troubleshooting. Our rigorous vetting process ensures immediate impact and reduced downtime for essential healthcare services.
On-Demand Technical Support & Training
Provide on-demand technical support for complex medical devices and offer tailored training programs for local biomedical staff. This augments existing capabilities, enhances operational efficiency, and fosters long-term self-sufficiency in medical technology management within Djibouti's healthcare facilities.
Cost-Effective Resource Optimization
Offer flexible and scalable staffing solutions that eliminate the overhead of permanent hires. Our augmentation services ensure that Djibouti's healthcare sector accesses specialized biomedical talent precisely when and where it's needed, optimizing resource allocation and improving overall healthcare delivery effectiveness.
What Is Biomedical Staffing Augmentation In Djibouti?
Biomedical Staffing Augmentation in Djibouti refers to the strategic provision of specialized, temporary, or contract-based biomedical personnel to healthcare facilities and research institutions. This service aims to supplement existing in-house teams, addressing specific skill gaps, increased workloads, or the need for expertise not readily available locally. It encompasses a range of roles within the biomedical field, from clinical laboratory technicians and diagnostic imaging specialists to biomedical engineers and research coordinators. The primary objective is to enhance operational efficiency, ensure continuity of critical services, and facilitate the adoption of advanced medical technologies and research methodologies within Djibouti's healthcare ecosystem.
| Who Needs Biomedical Staffing Augmentation? | Typical Use Cases | ||||||
|---|---|---|---|---|---|---|---|
| Public Hospitals and Clinics: To address shortages in specialized departments, manage patient surge, or implement new diagnostic services. | Emergency Response & Outbreak Management: Rapid deployment of skilled personnel to support diagnostic testing and healthcare delivery during public health crises. | Private Healthcare Providers: To enhance service offerings, maintain competitive service levels, and manage specialized equipment. | Research Institutions & Universities: To staff specific research projects, requiring expertise in areas such as molecular biology, bioinformatics, or clinical trial management. | Government Health Ministries: For national health initiatives, epidemiological studies, or the development of new healthcare infrastructure. | International Health Organizations & NGOs: To support their healthcare programs and projects in Djibouti, requiring specialized biomedical support. | Medical Device Companies: For installation, maintenance, training, and technical support of new medical equipment deployed in Djiboutian facilities. | Diagnostic Laboratories: To augment capacity for routine testing, specialized diagnostics, or during periods of high demand. |
| Diagnostic Imaging: Temporary radiographers, sonographers, or MRI/CT technicians to cover leave, training, or increased diagnostic demand. | Clinical Laboratory Services: Augmentation with specialized technicians for hematology, chemistry, microbiology, or molecular diagnostics. | Biomedical Engineering: Contracted engineers for maintenance, calibration, and repair of complex medical equipment, ensuring operational readiness. | Research & Development: Project-based personnel for data collection, laboratory analysis, or bio-statistical support in research studies. | Telemedicine Support: Specialists providing remote interpretation of diagnostic images or remote consultation. | Equipment Training & Implementation: Experts to train local staff on the operation and maintenance of newly acquired medical devices. | Public Health Surveillance: Personnel to support laboratory capacity for disease surveillance and outbreak investigation. |
Key Aspects of Biomedical Staffing Augmentation
- Skill Gap Bridging: Providing access to highly specialized biomedical professionals for niche areas like advanced imaging interpretation, specialized laboratory techniques, or specific equipment maintenance.
- Workload Management: Augmenting existing staff during peak periods, equipment upgrades, or specific project timelines to prevent burnout and maintain service quality.
- Project-Specific Expertise: Deploying personnel with experience in particular research projects, clinical trials, or the implementation of new medical technologies.
- Cost-Effective Solutions: Offering flexible staffing models that avoid the long-term overhead associated with permanent hires, particularly for short-term needs.
- Knowledge Transfer and Training: Utilizing augmented staff to mentor and train local personnel, fostering long-term capacity building within Djiboutian institutions.
- Regulatory Compliance Support: Ensuring that specialized roles are filled by individuals who meet international and national regulatory requirements for healthcare practice.
Who Needs Biomedical Staffing Augmentation In Djibouti?
Djibouti's burgeoning healthcare sector, driven by its strategic location and increasing demand for specialized medical services, presents a significant need for biomedical staffing augmentation. This is particularly true for organizations facing challenges in recruiting and retaining highly skilled biomedical engineers, technicians, and other specialized personnel. Augmentation can fill critical skill gaps, manage specialized equipment, ensure compliance, and support the overall efficiency and quality of healthcare delivery.
| Customer Type | Key Departments Requiring Augmentation | Specific Roles/Needs | Rationale for Augmentation |
|---|---|---|---|
| Hospitals (Public & Private) | Biomedical Engineering Department | Biomedical Engineers, Equipment Technicians, Imaging Specialists, Anesthesia Technicians | Maintenance of complex medical equipment, installation of new technologies, specialized repairs, ensuring uptime of critical life-support systems, training hospital staff on equipment operation. |
| Hospitals (Public & Private) | Radiology/Imaging Departments | Radiology Technologists (with specific equipment expertise), MRI/CT Scan Technicians | Operation and maintenance of advanced imaging equipment (MRI, CT scanners, X-ray machines), ensuring image quality and patient safety. |
| Hospitals (Public & Private) | Operating Rooms | Anesthesia Technicians, Surgical Equipment Specialists | Ensuring the proper functioning and sterile maintenance of anesthesia machines, surgical lasers, endoscopes, and other specialized surgical tools. |
| Hospitals (Public & Private) | Intensive Care Units (ICUs) & Emergency Departments | Critical Care Equipment Technicians, Ventilator Specialists | Rapid response to equipment failures in life-critical environments, ensuring continuous operation of ventilators, patient monitors, and infusion pumps. |
| Clinics and Diagnostic Centers | Laboratory Services | Clinical Laboratory Technologists (with specific analyzer expertise), Hematology/Chemistry Analyzer Technicians | Calibration, maintenance, and troubleshooting of sophisticated laboratory diagnostic equipment, ensuring accurate and timely test results. |
| Government Health Agencies | Procurement & Planning Departments | Biomedical Equipment Planners, Regulatory Compliance Specialists | Assisting in the planning and procurement of new medical technologies, ensuring adherence to national and international standards, and developing maintenance strategies. |
| Government Health Agencies | Training & Capacity Building Units | Medical Device Trainers, Biomedical Equipment Instructors | Developing and delivering training programs for local biomedical staff on new equipment and maintenance protocols. |
| Research and Development Institutions (Emerging) | Research Laboratories | Specialized Biomedical Equipment Technicians | Supporting the operation and maintenance of research-specific equipment, ensuring data integrity and experimental success. |
| Non-Governmental Organizations (NGOs) | Project Management & Operations | Field Biomedical Technicians, Equipment Support Specialists | Providing on-site technical support for medical equipment in remote or underserved areas, managing equipment lifecycles for aid projects. |
Target Customers and Departments for Biomedical Staffing Augmentation in Djibouti
- Hospitals (Public and Private)
- Clinics and Diagnostic Centers
- Government Health Agencies
- Research and Development Institutions (Emerging)
- Non-Governmental Organizations (NGOs) involved in healthcare
Biomedical Staffing Augmentation Process In Djibouti
The Biomedical Staffing Augmentation Process in Djibouti outlines the systematic approach to addressing temporary or specialized biomedical staffing needs within healthcare facilities. This process is designed to ensure that qualified professionals are efficiently sourced, vetted, and deployed to provide critical support, thereby enhancing the capacity and quality of healthcare services. The workflow is initiated by an inquiry from a healthcare facility facing a staffing gap or requiring specific expertise, and culminates in the successful execution of the augmented staffing plan.
| Step | Description | Key Activities | Responsible Parties |
|---|---|---|---|
| The process begins when a healthcare facility identifies a need for temporary or specialized biomedical staff. | Facility submits a formal request detailing the required skill sets, duration, number of staff needed, and any specific qualifications. Discussion with the staffing agency to clarify requirements. | Healthcare Facility, Staffing Agency Representative |
| The staffing agency actively searches for suitable candidates to fill the identified roles. | Utilizing internal databases, professional networks, job boards, and direct recruitment. Identifying candidates with the necessary biomedical expertise and experience. | Staffing Agency Recruitment Team |
| All potential candidates undergo a thorough evaluation to ensure they meet the required standards. | Reviewing resumes and qualifications. Conducting interviews (technical and behavioral). Verifying credentials, licenses, and certifications. Background checks and reference checks. | Staffing Agency Recruitment Team, HR Department |
| The shortlisted candidates are presented to the requesting healthcare facility for final selection. | Presenting profiles of pre-vetted candidates to the facility. Facilitating interviews between facility representatives and candidates (if necessary). Facility makes the final decision on candidate selection. | Staffing Agency Representative, Healthcare Facility Management |
| Formal agreements are established, and the selected candidate is prepared for deployment. | Drafting and signing employment contracts. Negotiating terms of employment (salary, benefits, duration). Completing necessary HR paperwork. Providing orientation to the facility's policies, procedures, and culture. | Staffing Agency HR, Healthcare Facility HR, Selected Candidate |
| The augmented staff member(s) begin their assignment at the healthcare facility. | Ensuring timely arrival and integration into the facility. Providing initial support and introductions. Regular check-ins and on-site supervision as needed. | Healthcare Facility Management, Staffing Agency Supervisor |
| The performance of the augmented staff is continuously evaluated to ensure effectiveness and satisfaction. | Gathering feedback from the healthcare facility on the staff member's performance. Conducting performance reviews. Addressing any issues or concerns promptly. | Healthcare Facility Management, Staffing Agency Supervisor, Augmented Staff Member |
| The assignment concludes, and the augmented staff member is released from their duties. | Finalizing all administrative tasks. Conducting exit interviews. Processing final payments. Maintaining records for future reference. | Healthcare Facility HR, Staffing Agency HR, Augmented Staff Member |
Biomedical Staffing Augmentation Process Workflow
- Inquiry and Needs Assessment
- Candidate Sourcing and Identification
- Candidate Vetting and Screening
- Client Review and Selection
- Contracting and Onboarding
- Deployment and Supervision
- Performance Monitoring and Feedback
- Completion and Offboarding
Biomedical Staffing Augmentation Cost In Djibouti
This document outlines the factors influencing and provides estimated cost ranges for biomedical staffing augmentation services in Djibouti, expressed in Djiboutian Franc (DJF). Biomedical staffing augmentation refers to the temporary or contract-based hiring of qualified biomedical professionals to supplement a healthcare facility's existing workforce. This is often utilized to cover temporary shortages, manage specific projects, or access specialized skills not readily available internally. The pricing for such services is dynamic and depends on several key variables, impacting the overall investment for healthcare providers in Djibouti.
| Biomedical Staffing Role (Indicative) | Estimated Daily Rate (DJF) | Estimated Monthly Rate (DJF) | Notes |
|---|---|---|---|
| Biomedical Technician (General) | 20,000 - 40,000 | 400,000 - 800,000 | Focus on routine maintenance, troubleshooting, basic repairs. Experience level is a key differentiator. |
| Senior Biomedical Technician/Engineer | 35,000 - 70,000 | 700,000 - 1,400,000 | Handles complex repairs, preventive maintenance planning, equipment validation, and may supervise junior staff. |
| Specialized Biomedical Engineer (e.g., Imaging, Anesthesia) | 50,000 - 100,000+ | 1,000,000 - 2,000,000+ | Requires expertise in specific high-value equipment. Rates are highly dependent on specialization and demand. |
| Biomedical Equipment Service Coordinator | 30,000 - 60,000 | 600,000 - 1,200,000 | Manages service contracts, coordinates repairs, maintains inventory of spare parts, and liaises with vendors. |
| IT Specialist (Medical Equipment Focus) | 30,000 - 60,000 | 600,000 - 1,200,000 | Focuses on the integration, maintenance, and troubleshooting of IT systems within biomedical devices and networks. |
Key Pricing Factors for Biomedical Staffing Augmentation in Djibouti
- {"item":"1. Type of Biomedical Professional: The demand and supply for specific roles significantly influence pricing. Highly specialized roles like Senior Biomedical Engineers, Imaging Technologists, or specialized IT support for medical equipment command higher rates than general Biomedical Technicians. The complexity of their duties, required certifications, and years of experience are paramount.","details":"e.g., Senior Biomedical Engineer vs. Biomedical Technician."}
- {"item":"2. Duration of Assignment: The length of the contract is a critical determinant. Longer-term placements often benefit from slightly lower hourly or daily rates due to the reduced recruitment and onboarding overhead for the staffing agency. Conversely, short-term or emergency placements typically incur premium pricing.","details":"e.g., 6-month contract vs. 2-week emergency cover."}
- {"item":"3. Skill Level and Experience: The more years of experience, specialized training, and demonstrated proficiency a biomedical professional possesses, the higher their remuneration will be. This is directly linked to the complexity and criticality of the tasks they will perform.","details":"e.g., Entry-level technician vs. seasoned specialist with advanced certifications."}
- {"item":"4. Scope of Services and Responsibilities: The specific duties and responsibilities assigned to the augmented staff member play a vital role. Roles requiring direct patient interaction, critical equipment maintenance, or extensive regulatory compliance will be priced higher than those with more administrative or general support functions.","details":"e.g., Equipment calibration and repair vs. inventory management."}
- {"item":"5. Staffing Agency Fees and Markups: Biomedical staffing agencies add their operational costs, profit margins, and recruitment expenses to the base salary of the professional. These markups can vary between agencies based on their reputation, service offerings, and efficiency.","details":"Agency's overhead, profit, and risk assessment."}
- {"item":"6. Geographic Location within Djibouti: While Djibouti is relatively compact, localized demand and availability, particularly in remote areas or specific economic zones, could subtly influence pricing due to logistical considerations and local talent pools.","details":"e.g., Djibouti City vs. more remote regions."}
- {"item":"7. Urgency of Need: If a healthcare facility requires immediate staffing to fill a critical gap (e.g., due to unexpected staff departure or equipment failure), they may face higher costs for expedited recruitment and placement services.","details":"Emergency placements vs. planned recruitment."}
- {"item":"8. Benefits and Overhead: The cost of providing benefits (if any are directly covered by the agency on behalf of the client), insurance, and other overhead associated with temporary staff will be factored into the overall rate.","details":"Health insurance, social security contributions, etc."}
Affordable Biomedical Staffing Augmentation Options
Navigating the complexities of biomedical staffing often involves balancing specialized skill requirements with budget constraints. Fortunately, various affordable augmentation options exist, focusing on delivering high-value services without exorbitant costs. Value bundles and strategic cost-saving measures are key to optimizing your biomedical workforce.
| Value Bundle | Components | Benefits | Cost-Saving Strategy |
|---|---|---|---|
| Project-Specific Expertise Package | Dedicated contract scientist for a specific research phase, regulatory consultant for submission preparation. | Access to niche expertise on demand, accelerated project timelines, reduced risk of internal skill gaps. | Pay only for the duration of need; avoids permanent salary and benefits for specialized roles. |
| Operational Support Suite | On-site or remote technical support for equipment troubleshooting, basic lab maintenance, inventory management. | Improved equipment uptime, reduced operational disruptions, frees up core scientific staff. | Lower cost than hiring full-time dedicated support staff; tiered service levels available. |
| Clinical Trial Acceleration Bundle | Contract research associates (CRAs) for site monitoring, data management specialists for EDC input, study coordinators for patient recruitment. | Faster trial execution, improved data quality, enhanced regulatory compliance. | Scalable workforce to match trial phases; reduces the need for large, permanent clinical operations teams. |
| Training & Knowledge Transfer Program | Experienced external trainer for new technology adoption, internal staff shadowing opportunities with external experts. | Efficient skill development, reduced learning curve for new equipment or processes, promotes internal growth. | Cost-effective compared to extensive internal training development; shared learning benefits. |
| Compliance & Quality Assurance Partnership | External quality assurance (QA) auditor for SOP review, compliance consultant for regulatory audits. | Ensured adherence to regulations, proactive risk mitigation, preparedness for inspections. | Access to specialized compliance knowledge without the high cost of a full-time, in-house QA department. |
Affordable Biomedical Staffing Augmentation Options
- {"title":"Flexible Staffing Models","description":"Instead of full-time hires, consider project-based, contract-to-hire, or temporary staffing. This allows you to scale your workforce up or down as needed, avoiding the long-term overhead of permanent employees."}
- {"title":"Specialized Freelancers and Consultants","description":"Engage highly skilled individuals on a per-project or hourly basis for specific tasks or expertise, such as regulatory affairs, clinical trial management, or specialized equipment maintenance."}
- {"title":"Outsourced Support Services","description":"Offload non-core but critical functions like laboratory maintenance, equipment calibration, or basic data entry to specialized third-party providers. This frees up your internal staff for higher-value activities."}
- {"title":"Remote and Hybrid Staffing","description":"Leverage talent pools beyond your immediate geographical location. Remote or hybrid models can reduce recruitment costs and provide access to a wider range of expertise."}
- {"title":"Junior Staff Augmentation with Mentorship","description":"Employ less experienced staff for routine tasks and pair them with senior mentors. This is a cost-effective way to build internal capacity while ensuring quality and knowledge transfer."}
Verified Providers In Djibouti
In Djibouti's burgeoning healthcare landscape, ensuring access to verified and trustworthy medical providers is paramount. Franance Health stands out as a leading platform committed to delivering high-quality healthcare services through a meticulously vetted network of professionals. Their rigorous credentialing process guarantees that patients can rely on the expertise and integrity of the providers they connect with. This commitment to verification is not merely a procedural step; it's a cornerstone of their philosophy, ensuring patient safety and fostering confidence in the healthcare system.
| Provider Type | Franance Health Verification Criteria | Benefits for Patients |
|---|---|---|
| General Practitioners | Valid Medical License, Completed Residency, Background Check, Peer Reviews | Access to primary care, early diagnosis, and referrals to specialists. |
| Specialist Physicians (e.g., Cardiologists, Dermatologists) | Board Certification in Specialty, Extensive Clinical Experience, Continuing Medical Education Records | Expert diagnosis and treatment for specific medical conditions. |
| Surgeons | Surgical Board Certification, Proven Track Record of Successful Procedures, Hospital Privileges | Safe and effective surgical interventions with minimal risk. |
| Dentists | Dental License, Specialization Certifications (if applicable), Experience in various dental procedures | Comprehensive oral health care and treatment. |
| Nurses and Allied Health Professionals | Relevant Nursing/Professional Licenses, Verified Training and Certifications, Background Checks | Skilled support in patient care, treatment administration, and recovery. |
Why Franance Health Credentials Matter
- Rigorous Verification Process: Franance Health employs a multi-faceted approach to credentialing, scrutinizing licenses, certifications, educational background, and professional experience of all affiliated healthcare providers.
- Commitment to Patient Safety: By ensuring providers meet stringent standards, Franance Health prioritizes the well-being and safety of every patient seeking medical attention.
- Expertise and Specialization: The vetting process identifies specialists in various fields, allowing patients to find the most appropriate care for their specific health needs.
- Trust and Reliability: Franance Health's verified providers offer a guarantee of competence and ethical practice, building trust between patients and medical professionals.
- Enhanced Healthcare Access: By streamlining the process of finding qualified doctors, Franance Health improves accessibility to reliable healthcare services across Djibouti.
Scope Of Work For Biomedical Staffing Augmentation
This Scope of Work (SOW) outlines the requirements for augmenting our biomedical staffing capabilities with qualified professionals. The objective is to secure temporary or contract personnel who can effectively support our existing biomedical engineering department in maintaining, repairing, and calibrating medical equipment, as well as contributing to asset management and new technology integration. This augmentation will ensure continued operational efficiency, patient safety, and compliance with regulatory standards.
| Category | Standard Specification | Measurement/Verification Method |
|---|---|---|
| Personnel Qualifications | Certified Biomedical Equipment Technician (CBET) or equivalent certification. Minimum [X] years of experience in a hospital/healthcare setting. Specific experience with [List specific equipment types or modalities] is required. Background check and drug screening must be completed and passed. | Resume review, certification verification, reference checks, background/drug screening reports. |
| Preventative Maintenance (PM) Completion Rate | Minimum [95]% of scheduled PM tasks completed within the designated service interval (e.g., +/- 15 days from due date). | CMMS reports tracking PM completion dates against due dates. Audit of PM records. |
| Repair Turnaround Time (TAT) | Average TAT for critical equipment repairs (e.g., life support, diagnostic imaging) not exceeding [Y] business hours from the time of notification. Non-critical equipment TAT not exceeding [Z] business hours. | CMMS reports tracking equipment downtime from notification to resolution. Incident reports. |
| Calibration Accuracy | All calibrations performed to meet or exceed manufacturer specifications and regulatory compliance (e.g., FDA, Joint Commission). All calibration results documented. | Review of calibration records and test reports. Spot checks by internal biomedical staff or quality assurance personnel. |
| Documentation Accuracy and Timeliness | All service activities logged in the CMMS within [24] business hours of completion. All required fields accurately populated. | Regular audits of CMMS entries for completeness and accuracy. System-generated reports. |
| Compliance and Safety | Zero major safety incidents or regulatory non-compliance events attributed to augmented staff's work. Adherence to all hospital policies and procedures, including HIPAA. | Incident reports, audit findings, performance reviews, safety committee meeting minutes. |
| Reporting Frequency | Weekly progress reports submitted by the augmented staff lead or vendor representative. | Submission of reports in the agreed-upon format (e.g., email, CMMS dashboard) by the specified deadline. |
Technical Deliverables
- Qualified and certified biomedical technicians/engineers assigned to specified tasks.
- Completion of scheduled preventative maintenance (PM) on assigned medical devices within defined timelines.
- Timely and accurate repair of malfunctioning medical equipment, minimizing downtime.
- Successful calibration of medical devices according to manufacturer specifications and regulatory requirements.
- Detailed documentation of all maintenance, repair, and calibration activities in the existing CMMS (Computerized Maintenance Management System).
- Contribution to asset inventory management, including data entry and verification.
- Support for the evaluation and integration of new medical technologies as directed.
- Adherence to all organizational safety protocols, infection control policies, and relevant industry standards.
- Regular reporting on workload, completed tasks, and any challenges encountered.
- Provision of training or knowledge transfer to existing staff if mutually agreed upon for specific skillsets.
- Compliance with all applicable local, state, and federal regulations pertaining to medical device maintenance and patient safety.
Service Level Agreement For Biomedical Staffing Augmentation
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for biomedical staffing augmentation services provided by [Your Company Name] to [Client Company Name]. This agreement aims to ensure the efficient and reliable availability of qualified biomedical professionals to support the client's operational needs.
| Service Level Metric | Definition | Target | Escalation Contact |
|---|---|---|---|
| Staffing Request Response Time (Routine) | Time to acknowledge and begin active sourcing for non-urgent staffing needs. | Within 4 Business Hours | Account Manager |
| Staffing Request Response Time (Urgent) | Time to acknowledge and begin active sourcing for urgent staffing needs (e.g., last-minute absence). | Within 2 Business Hours | Operations Lead |
| Candidate Presentation (Routine) | Time to present qualified candidates for routine staffing requests. | Within 24 Business Hours of request initiation (subject to candidate availability) | Recruitment Specialist |
| Candidate Presentation (Urgent) | Time to present qualified candidates for urgent staffing requests. | Within 8 Business Hours of request initiation (subject to candidate availability) | Senior Recruiter |
| Onboarding Completion (Standard) | Time to complete onboarding for a newly placed biomedical professional. | Within 48 Business Hours of offer acceptance. | Onboarding Coordinator |
| Uptime Guarantee (Support & Communication) | Availability of [Your Company Name]'s support channels (phone, email, portal) and communication infrastructure for managing staffing requests. | 99.5% during Service Hours | Support Manager |
Key Definitions
- Service Hours: The period during which support and staffing augmentation services are available, typically Monday to Friday, 8:00 AM to 6:00 PM [Client's Time Zone], excluding public holidays.
- Emergency: An urgent situation requiring immediate biomedical staffing intervention to address critical equipment failure, patient safety concerns, or significant operational disruption.
- Critical Equipment Failure: A malfunction of essential biomedical equipment that directly impacts patient care or essential hospital operations.
- Response Time: The maximum allowable time from the initiation of a support request (e.g., phone call, email, portal submission) to the first substantive acknowledgement and engagement from a [Your Company Name] representative.
- Resolution Time: The maximum allowable time from the initiation of a support request to the resolution or satisfactory workaround of the issue, as agreed upon by both parties.
- Uptime Guarantee: The percentage of time that the provided biomedical staffing augmentation service is available and functioning as expected during the agreed-upon Service Hours.
- Service Credit: A financial credit provided to the client for failure to meet the defined SLA metrics.
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