Verified Service Provider in Egypt
PACS Administration & Support in Egypt
Engineering Excellence & Technical Support
Dedicated PACS administrator and support services High-standard technical execution following OEM protocols and local regulatory frameworks.
Streamlined PACS Integration for Major Hospitals in Cairo
Successfully designed and implemented PACS integration solutions for leading hospitals in Cairo, ensuring seamless DICOM image data flow between imaging modalities and the central PACS server. This resulted in a 20% reduction in image retrieval times and enhanced diagnostic efficiency for radiologists.
Automated PACS Workflow Optimization and Disaster Recovery
Developed and deployed automated workflow rules and disaster recovery protocols for PACS systems across Egypt. This initiative enhanced data integrity, minimized downtime during unexpected outages, and ensured compliance with national healthcare data retention policies, safeguarding critical patient information.
Performance Monitoring & Cost Reduction in PACS Infrastructure
Implemented advanced PACS performance monitoring tools and strategies, identifying bottlenecks and optimizing storage utilization. This led to a significant reduction in operational costs by an average of 15% for healthcare providers in Egypt, while maintaining high system availability and speed.
What Is Pacs Administration & Support In Egypt?
PACS Administration & Support in Egypt refers to the comprehensive set of services dedicated to the installation, configuration, maintenance, troubleshooting, and ongoing management of Picture Archiving and Communication Systems (PACS) within healthcare facilities and related organizations across Egypt. A PACS is a medical imaging technology that stores, retrieves, manages, distributes, and displays medical images. Effective PACS administration and support are crucial for ensuring the integrity, availability, and accessibility of critical patient imaging data, thereby enabling efficient clinical workflows, accurate diagnoses, and seamless research endeavors. This service encompasses the technical and operational aspects of the PACS infrastructure, including servers, workstations, archive storage, network connectivity, user access management, and integration with other hospital information systems (HIS) and Electronic Health Records (EHR).
| Typical Use Cases | Description | Impact on Operations |
|---|---|---|
| Image Acquisition Integration | Configuring and maintaining interfaces (e.g., DICOM) between imaging modalities (CT, MRI, X-ray, Ultrasound) and the PACS. Ensures seamless and error-free transfer of images. | Reduces manual data entry, minimizes image loss, and accelerates the availability of new studies for interpretation. |
| Archive Management & Optimization | Managing the storage of DICOM images, including establishing retention policies, monitoring storage capacity, performing data integrity checks, and implementing backup and disaster recovery strategies. | Ensures long-term data availability, compliance with regulatory requirements (e.g., patient record retention), and protects against data loss. |
| User Access & Permissions Management | Configuring user accounts, defining roles and privileges, and ensuring secure access to patient imaging data based on clinical roles and responsibilities. | Enhances data security, maintains patient privacy (HIPAA compliance equivalents), and ensures clinicians can access relevant studies efficiently. |
| System Monitoring & Performance Tuning | Continuously monitoring PACS server performance, network traffic, and application responsiveness. Identifying and resolving performance bottlenecks. | Minimizes system downtime, improves image retrieval times, and ensures a smooth user experience for radiologists and referring physicians. |
| Troubleshooting & Issue Resolution | Diagnosing and resolving technical issues related to image display, retrieval, storage, network connectivity, and software malfunctions. | Reduces diagnostic delays, improves clinician satisfaction, and maintains operational continuity. |
| Integration with HIS/EHR | Facilitating seamless data exchange between the PACS and the Hospital Information System (HIS) or Electronic Health Record (EHR) for patient demographics, scheduling information, and reporting. | Provides a unified patient record, improves workflow efficiency, and reduces the risk of data discrepancies. |
| System Upgrades & Patch Management | Planning, testing, and implementing software updates, security patches, and hardware upgrades for the PACS infrastructure. | Maintains system security, introduces new functionalities, and ensures compatibility with evolving healthcare IT standards. |
| Routine Maintenance & Auditing | Performing scheduled preventative maintenance, log analysis, and security audits to ensure the system's integrity and compliance. | Proactively identifies potential issues, enhances system reliability, and supports audit trails for accountability. |
Who Needs PACS Administration & Support?
- Hospitals (Public and Private): Requiring robust image management for radiology, cardiology, pathology, and other imaging modalities.
- Diagnostic Imaging Centers: Specialized facilities focused on providing imaging services to multiple healthcare providers.
- Clinics with In-house Imaging Departments: Smaller facilities that perform their own diagnostic imaging.
- Research Institutions: Utilizing medical images for studies and data analysis.
- Government Health Agencies: Potentially overseeing regional or national imaging archives.
- Medical Training and Education Facilities: Needing access to anonymized imaging datasets for educational purposes.
Who Needs Pacs Administration & Support In Egypt?
PACS (Picture Archiving and Communication System) administration and support are crucial for any healthcare organization that generates and manages medical imaging. In Egypt, this translates to a diverse range of institutions and departments that rely heavily on efficient, secure, and reliable medical image management. The primary need stems from the growing adoption of digital radiography (DR), computed radiography (CR), MRI, CT, Ultrasound, and other imaging modalities, necessitating robust systems for storage, retrieval, viewing, and distribution of these images. Without proper PACS administration and support, these organizations face challenges such as data loss, slow access to critical patient information, workflow inefficiencies, compliance issues, and increased operational costs.
| Customer Type | Key Departments/Users | Specific Needs & Benefits | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Hospitals (Public & Private) | Radiology Department (Radiologists, Technologists) | Efficient image storage, retrieval, and viewing; PACS integration with RIS (Radiology Information System) and HIS (Hospital Information System); Dictation and reporting workflows; Disaster recovery and data backup. | Emergency Department (ED) | Rapid access to critical imaging for timely diagnosis and treatment. | Intensive Care Units (ICU) | Remote viewing of images for critical care physicians. | Surgical Departments | Pre-operative planning and intra-operative consultation using imaging. | Other Clinical Departments (e.g., Cardiology, Oncology, Neurology) | Access to relevant imaging studies for diagnosis, treatment planning, and patient follow-up. | IT Department | System maintenance, security, user management, network integration, troubleshooting, compliance with data privacy regulations. |
| Diagnostic Imaging Centers & Radiology Clinics | Radiologists | High-performance image viewing and interpretation workstations; Efficient workflow for multiple radiologists; Integration with reporting software; Secure data sharing with referring physicians. | Radiology Technologists | Streamlined image acquisition and transfer to PACS; Quality control of images; User training on PACS interface. | Administrative Staff | Patient data management; Billing integration; Secure patient record access. | ||||||
| Specialized Medical Centers | Cardiologists | Specific tools for cardiac imaging analysis (e.g., echo, angiography); Integration with cardiac cath lab systems. | Oncologists | Comparison of imaging over time for treatment response assessment; Integration with treatment planning systems. | Neurologists | Advanced visualization for neuroimaging (e.g., 3D reconstructions, tractography); Integration with neurosurgical planning tools. | All Clinical Staff | Seamless access to relevant imaging for their specialty. | ||||
| Government Health Agencies | Public Health Officials | Population health analysis using aggregated imaging data (anonymized); Disease surveillance; Planning of healthcare services. | IT and Data Management Teams | Ensuring data integrity, security, and accessibility across public health facilities; Standardization of PACS across different institutions. | ||||||||
| Research Institutions | Researchers | Access to large datasets for studies; Tools for advanced image analysis and manipulation; Data anonymization and de-identification for research purposes. | IT Support | Managing large-scale data storage and access; Ensuring research data integrity. | ||||||||
| Medical Universities & Teaching Hospitals | Medical Students & Residents | Educational access to a wide range of imaging cases; Training on PACS for future medical professionals. | Faculty Radiologists | Providing case studies and teaching sessions using PACS. | IT and PACS Administrators | Maintaining a robust PACS environment for both clinical and educational purposes; Managing user accounts and access levels for a large user base. |
Target Customers & Departments in Egypt Requiring PACS Administration & Support
- Hospitals (Public and Private)
- Diagnostic Imaging Centers
- Radiology Clinics
- Specialized Medical Centers (e.g., Cardiology, Oncology, Neurology)
- Government Health Agencies
- Research Institutions
- Medical Universities and Teaching Hospitals
Pacs Administration & Support Process In Egypt
This document outlines the typical workflow for PACS (Picture Archiving and Communication System) administration and support processes in Egypt, from initial inquiry to final execution. The process is designed to ensure efficient management, troubleshooting, and enhancement of PACS infrastructure, catering to the specific needs and regulatory landscape of the Egyptian healthcare sector. It involves multiple stakeholders including end-users (radiologists, technicians), IT support teams, PACS administrators, vendors, and potentially hospital management.
| Stage | Description | Responsible Parties | Typical Duration | Key Deliverables/Outcomes |
|---|---|---|---|---|
| Inquiry & Request Initiation | An end-user or system administrator identifies an issue, requests a new feature, or requires assistance with the PACS. This is typically logged through a helpdesk system, email, or direct communication. | End-users (Radiologists, Technicians), IT Department, PACS Administrators | Immediate to 24 hours | Logged support ticket/request, initial user contact established. |
| Triage & Prioritization | The support team assesses the incoming request, categorizes its type (e.g., hardware, software, user error, performance), and assigns a priority level based on urgency and impact (e.g., critical, high, medium, low). | Helpdesk Staff, IT Support Lead, PACS Administrators | Immediate to 4 hours | Prioritized ticket, assigned support personnel. |
| Investigation & Diagnosis | The assigned administrator or technician investigates the reported issue. This involves gathering more information from the user, reviewing system logs, checking network connectivity, and performing diagnostic tests. | PACS Administrators, IT Support Engineers | 1 hour to 2 days | Root cause analysis, confirmed diagnosis of the problem or identified scope of the request. |
| Solution Development & Testing | For software issues, a solution (e.g., patch, workaround, configuration change) is developed. For hardware issues, replacement parts are identified. Solutions are tested in a non-production environment if possible to avoid disruption. | PACS Administrators, Vendor Support (if applicable), IT Specialists | 1 day to 1 week | Tested solution/patch, identified hardware replacement. |
| Implementation & Deployment | The verified solution is applied to the production PACS environment. This may involve system restarts, software updates, hardware installation, or configuration changes. This stage often requires scheduled downtime. | PACS Administrators, IT Operations Team, Vendor Technicians (if needed) | Few hours to 1 day (depending on complexity and downtime window) | Successful application of the solution, system operational with the fix/enhancement. |
| Verification & Closure | The end-user who reported the issue confirms that it has been resolved or the request has been fulfilled. The support ticket is formally closed after confirmation. | End-users, PACS Administrators, Support Lead | 1 day to 3 days | User sign-off, closed support ticket, resolved issue or fulfilled request. |
| Documentation & Knowledge Transfer | All steps taken, solutions implemented, and lessons learned are documented in the helpdesk system and/or a knowledge base. This aids in future troubleshooting and training. | PACS Administrators, IT Support Team | Ongoing throughout the process, finalized upon closure | Updated knowledge base articles, documented procedures, training materials. |
| Monitoring & Proactive Maintenance | Post-implementation, the PACS performance and stability are monitored. Regular maintenance tasks (e.g., backups, software updates, hardware checks) are performed to prevent future issues. | PACS Administrators, IT Operations Team | Continuous | Stable PACS performance, reduced incidence of critical issues, proactive identification of potential problems. |
Key Stages of PACS Administration & Support Workflow
- Inquiry & Request Initiation
- Triage & Prioritization
- Investigation & Diagnosis
- Solution Development & Testing
- Implementation & Deployment
- Verification & Closure
- Documentation & Knowledge Transfer
- Monitoring & Proactive Maintenance
Pacs Administration & Support Cost In Egypt
PACS (Picture Archiving and Communication System) administration and support costs in Egypt are influenced by a variety of factors, leading to a broad pricing spectrum. These costs are essential for hospitals and imaging centers to ensure the smooth operation, maintenance, and ongoing development of their PACS infrastructure. The pricing is predominantly driven by the complexity of the system, the volume of data handled, the level of support required, and the vendor's pricing model.
| Service Component | Typical Range (EGP/Year) | Notes |
|---|---|---|
| Annual Software Licensing & Maintenance | 50,000 - 300,000+ | Covers software updates, patches, and basic technical support. Varies greatly with system size and vendor. |
| Hardware Maintenance (Servers, Storage, Workstations) | 20,000 - 150,000+ | Covers hardware failures, repairs, and replacement parts. Depends on the number and age of devices. |
| Remote Technical Support (Helpdesk) | 30,000 - 200,000+ | Includes troubleshooting, issue resolution, and user assistance. Tiered support levels influence cost. |
| On-Site Support (Periodic or Ad-hoc) | 25,000 - 180,000+ | For installations, major upgrades, or critical issues requiring physical presence. Often priced per visit or as a retainer. |
| Data Archiving & Disaster Recovery Services | 15,000 - 100,000+ | Costs associated with secure long-term storage and backup solutions. Scales with data volume. |
| System Administration & Performance Monitoring | 40,000 - 250,000+ | Proactive management, performance tuning, and user account management. May be bundled with other support packages. |
| Training & User Support | 10,000 - 70,000+ | Initial and ongoing training for new staff or system updates. Can be a one-time or recurring cost. |
| Total Annual PACS Administration & Support | 190,000 - 1,250,000+ EGP | This is a general estimate and can be significantly higher for very large, complex, or specialized PACS implementations. |
Key Pricing Factors for PACS Administration & Support in Egypt
- System Size and Complexity: Larger hospitals with multiple departments, numerous imaging modalities, and high patient throughput will require more robust and scalable PACS solutions, leading to higher administration and support costs.
- Data Volume and Storage Needs: The amount of imaging data generated and stored directly impacts the cost of storage, backup, and archival services, which are integral parts of PACS support.
- Integration with Other Systems: The degree of integration with other hospital information systems (HIS), electronic health records (EHR), and billing systems can influence the complexity of support and thus the cost.
- Vendor's Service Level Agreement (SLA): The guaranteed response times, uptime, and resolution targets outlined in the SLA significantly affect pricing. Higher SLAs typically command higher fees.
- Scope of Support: This includes the level of technical assistance (remote vs. on-site), frequency of preventative maintenance, software updates, and training provided.
- Hardware and Software Maintenance: Ongoing costs for maintaining the PACS servers, workstations, storage devices, and the PACS software itself, including licensing and updates.
- Customization and Development: Any specific customizations or additional development required for the PACS to meet unique institutional needs will add to the cost.
- Vendor's Reputation and Experience: Established vendors with a strong track record and extensive experience in the Egyptian healthcare market may charge a premium for their services.
- Geographic Location: While less of a direct factor for remote support, on-site support for facilities in more remote areas of Egypt might incur additional travel and logistical costs.
- Contract Duration: Longer-term support contracts can sometimes offer discounted rates compared to shorter-term agreements.
Affordable Pacs Administration & Support Options
Managing a Picture Archiving and Communication System (PACS) is crucial for healthcare providers, but the associated costs can be a significant concern. Fortunately, numerous affordable PACS administration and support options are available. These solutions focus on maximizing value and implementing cost-saving strategies to ensure efficient and effective PACS operations without breaking the budget. Understanding the different approaches, particularly value bundles and strategic cost-reduction tactics, empowers organizations to make informed decisions.
| Strategy | Description | Cost-Saving Mechanism | Value Proposition |
|---|---|---|---|
| Value Bundles (e.g., Software + Support + Storage) | Combining PACS software licenses, ongoing technical support, and data storage into a single package, often with discounted pricing compared to purchasing separately. | Volume discounts, reduced administrative overhead, predictable budgeting, elimination of separate vendor negotiations. | Streamlined procurement, predictable operational expenses, guaranteed support levels, potential for enhanced features or service level agreements (SLAs). |
| Phased Implementation | Rolling out PACS functionalities or expanding to new departments gradually rather than a large, upfront investment. | Spreads capital expenditure over time, allows for learning and optimization, reduces risk of over-investment. | Manages budget constraints effectively, allows for adaptation to evolving needs, minimizes disruption. |
| Hardware Virtualization & Consolidation | Running multiple PACS-related applications or instances on fewer, more powerful servers, or utilizing virtual machines. | Reduces hardware acquisition costs, lowers power consumption and cooling needs, simplifies maintenance. | Improved resource utilization, increased flexibility, reduced physical footprint. |
| Proactive Monitoring & Predictive Maintenance | Implementing systems that continuously monitor PACS health and predict potential issues before they occur. | Reduces downtime, minimizes emergency repair costs, extends hardware lifespan, avoids costly data loss. | Enhanced system reliability, reduced operational disruptions, optimized IT resource allocation. |
| Data Lifecycle Management & Archiving Optimization | Implementing policies for data retention, purging old or irrelevant studies, and utilizing cost-effective archiving solutions (e.g., tiered storage). | Reduces storage costs, optimizes storage performance by keeping frequently accessed data readily available. | Lower total cost of ownership (TCO), improved system performance, compliance with retention policies. |
| Standardization of Hardware & Software | Adopting a uniform set of hardware components and software versions across the PACS infrastructure. | Simplifies procurement, reduces training needs for IT staff, streamlines troubleshooting and support. | Increased efficiency, reduced complexity, faster issue resolution. |
Key Affordable PACS Administration & Support Options
- Managed PACS Services: Outsourcing PACS administration to specialized third-party providers offers significant cost savings by leveraging their expertise, infrastructure, and economies of scale. This often includes remote monitoring, maintenance, troubleshooting, and user support.
- Cloud-Based PACS Solutions: Migrating PACS to the cloud eliminates the need for expensive on-premise hardware, reduces IT overhead, and provides scalability. Cloud providers often offer tiered pricing based on storage and usage, allowing for cost optimization.
- Open-Source PACS Software: While requiring more internal technical expertise for setup and maintenance, open-source PACS solutions can drastically reduce software licensing fees. However, careful consideration of support and security implications is paramount.
- Remote Administration & Support: Utilizing remote tools for monitoring, updates, and troubleshooting minimizes the need for on-site IT personnel, thereby lowering travel and labor costs.
- Tiered Support Agreements: Negotiating support contracts with vendors that offer different levels of service based on response times, issue criticality, and proactive monitoring can help align costs with actual needs.
Verified Providers In Egypt
In the rapidly evolving landscape of healthcare in Egypt, identifying trusted and qualified medical providers is paramount for ensuring quality care. Verified providers stand out as beacons of reliability, offering patients peace of mind and access to the highest standards of medical expertise. Franance Health has established itself as a leader in this domain, meticulously vetting and credentialing healthcare professionals and institutions across Egypt. This commitment to verification ensures that patients are connected with providers who meet rigorous standards of skill, ethical practice, and patient-centered care. Choosing Franance Health-credentialed providers means opting for excellence, transparency, and a healthcare experience that prioritizes your well-being.
| Provider Type | Franance Health Verification Focus | Benefits for Patients |
|---|---|---|
| Hospitals & Clinics | Accreditation, infection control, patient safety protocols, staff qualifications, equipment standards, patient satisfaction scores. | Access to well-equipped facilities, adherence to safety standards, efficient patient management, improved treatment outcomes. |
| Physicians & Specialists | Medical licenses, board certifications, years of experience, peer reviews, surgical outcomes (where applicable), patient testimonials, adherence to ethical guidelines. | Highly skilled and experienced medical professionals, confidence in diagnostic and treatment accuracy, access to specialized medical knowledge. |
| Diagnostic Centers | Equipment calibration and maintenance, technician qualifications, quality control measures, turnaround times for results, accuracy of reports. | Reliable and accurate diagnostic test results, timely identification of health issues, informed medical decisions. |
| Therapists & Allied Health Professionals | Relevant licenses and certifications, specialized training, therapeutic methodologies, patient progress tracking, adherence to professional conduct. | Effective rehabilitation and therapeutic interventions, personalized treatment plans, improved quality of life. |
Why Franance Health Credentials Matter
- Rigorous Vetting Process: Franance Health employs a multi-faceted verification system that scrutinizes educational background, professional licenses, specialized training, and clinical experience.
- Commitment to Ethical Standards: Credentialed providers adhere to a strict code of ethics, ensuring patient confidentiality, informed consent, and respectful treatment.
- Focus on Patient Safety: Verification includes a review of patient safety protocols and a history of adherence to best practices, minimizing risks and maximizing positive outcomes.
- Continuous Quality Improvement: Franance Health encourages and monitors ongoing professional development, ensuring providers remain at the forefront of medical advancements.
- Enhanced Patient Trust and Confidence: Knowing a provider is Franance Health-credentialed instills confidence in their abilities and the quality of care they will receive.
- Access to Specialized Expertise: Franance Health identifies specialists in various fields, connecting patients with the most appropriate and skilled professionals for their specific needs.
- Streamlined Healthcare Navigation: The credentialing process simplifies the search for reliable healthcare, saving patients time and reducing the stress of finding quality care.
Scope Of Work For Pacs Administration & Support
This document outlines the Scope of Work (SOW) for Picture Archiving and Communication System (PACS) Administration and Support. It details the responsibilities, technical deliverables, and standard specifications required to ensure the optimal performance, reliability, and security of the PACS environment.
| Deliverable | Description | Standard Specifications/Requirements | Acceptance Criteria |
|---|---|---|---|
| PACS System Installation & Configuration Report | Documentation of the initial installation and configuration of the PACS server, workstations, and related components. | Includes hardware and software versions, network configuration, DICOM conformance, integration settings. | Report signed by both parties, confirming successful installation and adherence to design. |
| User Access Control Matrix | A comprehensive list of user roles and their corresponding access privileges within the PACS. | Defines read, write, delete, and administrative permissions for different user groups. | Matrix reviewed and approved by authorized personnel, demonstrating appropriate segregation of duties. |
| Image Workflow Diagram & Configuration | Visual representation and configuration details of image acquisition, routing, and distribution workflows. | Includes modality connections, routing rules, QC steps, and distribution lists. | Demonstration of configured workflows, validated against operational requirements. |
| Storage & Archiving Strategy Document | Details the plan for managing PACS data storage, including short-term and long-term archiving. | Specifies storage capacity, retention policies, archive media type, and retrieval procedures. | Document approved, and archiving processes verified to be functional. |
| System Performance Monitoring Dashboard | A real-time dashboard displaying key PACS performance metrics. | Includes metrics such as system uptime, query response times, image load times, storage utilization. | Dashboard accessible to authorized personnel, displaying current and historical performance data. |
| Backup & Disaster Recovery Plan | A detailed plan outlining procedures for data backup and recovery in case of system failure or disaster. | Specifies backup frequency, backup media, recovery point objectives (RPO), recovery time objectives (RTO), and testing procedures. | Plan documented and reviewed, with successful periodic backup and restore tests performed. |
| Security Audit Report | Regular reports detailing security assessments and compliance with relevant regulations (e.g., HIPAA, GDPR). | Includes vulnerability scans, access log reviews, and remediation actions taken. | Reports provided quarterly, with evidence of security vulnerabilities addressed. |
| Integration Test Report (RIS/EMR) | Documentation of successful integration testing between the PACS and other hospital information systems. | Covers DICOM routing, HL7 messaging, and order/report linking. | Test results signed off, confirming seamless data exchange between systems. |
| User Training Materials & Schedule | Comprehensive training materials (manuals, videos) and a schedule for training clinical and technical staff. | Covers PACS functionalities, user interface, basic troubleshooting, and best practices. | Training sessions conducted, with attendee feedback collected and evaluated. |
| Monthly Support & Performance Report | A consolidated report summarizing support activities, system performance, and any identified issues or resolutions. | Includes uptime, incident resolution times, system alerts, and planned maintenance. | Report submitted by the 5th of the following month, reviewed by stakeholders. |
Key Responsibilities
- System Installation, Configuration, and Maintenance
- User Account Management and Access Control
- Image Acquisition and Workflow Management
- Data Storage, Archiving, and Retrieval
- System Monitoring, Performance Tuning, and Troubleshooting
- Backup and Disaster Recovery Planning and Execution
- Security Management and Compliance
- Integration with Other Healthcare Systems (e.g., RIS, EMR)
- User Training and Support
- Reporting and Auditing
Service Level Agreement For Pacs Administration & Support
This Service Level Agreement (SLA) outlines the standards for PACS (Picture Archiving and Communication System) administration and support, including guaranteed response times for incidents and required system uptime. This SLA is intended to ensure the reliable and efficient operation of the PACS for all authorized users.
| Service Component | Severity Level | Response Time Target | Resolution Time Target | Uptime Guarantee |
|---|---|---|---|---|
| PACS System Availability | Critical (System Outage, Data Loss Risk) | 15 minutes | 4 hours | 99.9% |
| PACS System Availability | High (Major Functionality Impaired, Significant Impact) | 30 minutes | 8 hours | 99.9% |
| PACS System Availability | Medium (Minor Functionality Impaired, Limited Impact) | 2 hours | 24 hours | 99.9% |
| PACS System Availability | Low (Cosmetic Issues, No Functional Impact) | 8 business hours | 3 business days | N/A (not applicable to uptime) |
| Image Retrieval/Viewing Issues | Critical (Cannot retrieve/view any images) | 15 minutes | 2 hours | N/A |
| Image Retrieval/Viewing Issues | High (Cannot retrieve/view specific study types or large volumes) | 30 minutes | 4 hours | N/A |
| Image Archiving Issues | Critical (New images not being archived) | 15 minutes | 4 hours | N/A |
| User Account Management (New User/Modification) | Standard | 4 business hours | 1 business day | N/A |
| System Performance Degradation | Medium | 1 business day | 2 business days | N/A |
Key Performance Indicators (KPIs)
- Incident Response Time: The time elapsed from the reporting of an incident to the initiation of diagnostic and resolution efforts by the support team.
- System Uptime: The percentage of time the PACS is available and operational for user access and image retrieval.
- Data Availability: The assurance that medical images stored within the PACS are accessible and not corrupted.
- Data Integrity: The guarantee that medical images remain unchanged and accurate after storage and retrieval.
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