PACS Administration & Support in Ethiopia
Engineering Excellence & Technical Support
Dedicated PACS administrator and support services High-standard technical execution following OEM protocols and local regulatory frameworks.
Ensuring 99.9% PACS Uptime in Remote Ethiopian Hospitals
Successfully implemented and maintained critical PACS infrastructure across multiple remote healthcare facilities in Ethiopia, achieving and sustaining an exceptional 99.9% uptime. This involved proactive monitoring, rapid troubleshooting of hardware and network issues, and developing robust backup and recovery strategies tailored to challenging logistical environments. The result is continuous access to vital medical imaging for diagnosis and treatment, even in underserved areas.
Streamlining DICOM Workflow & Interoperability Across Diverse Ethiopian Facilities
Led the technical effort to standardize and optimize DICOM (Digital Imaging and Communications in Medicine) workflows across a network of Ethiopian hospitals and clinics utilizing varied imaging modalities and legacy systems. This included configuring HL7 interfaces for seamless integration with existing EMRs, troubleshooting image transfer bottlenecks, and implementing data compression techniques to maximize bandwidth efficiency. The initiative significantly improved radiologist efficiency and reduced turnaround times for critical image interpretations.
Developing & Delivering PACS Training to Ethiopian Healthcare Professionals
Designed and delivered comprehensive, culturally-sensitive PACS administration and user support training programs for IT staff and medical professionals in Ethiopia. The curriculum covered system installation, configuration, user management, image archiving, and basic troubleshooting, adapted to local technical capabilities and language nuances. This empowered local teams to independently manage and optimize their PACS environments, fostering self-sufficiency and reducing reliance on external support.
What Is Pacs Administration & Support In Ethiopia?
PACS Administration & Support in Ethiopia refers to the comprehensive management and maintenance of Picture Archiving and Communication Systems (PACS) within healthcare facilities in the Ethiopian context. This service encompasses the operational, technical, and user-related aspects of a PACS, ensuring its efficient and reliable functioning for medical imaging data. It involves the installation, configuration, ongoing maintenance, troubleshooting, data integrity management, user training, and security of the PACS infrastructure. The primary objective is to facilitate seamless access, storage, retrieval, and distribution of digital medical images (e.g., X-rays, CT scans, MRIs, ultrasounds) and associated reports for diagnostic and clinical purposes.
| Who Needs PACS Administration & Support? | Typical Use Cases in Ethiopia |
|---|---|
| Hospitals (Public and Private): Tertiary, secondary, and primary care hospitals utilizing digital imaging equipment require robust PACS for efficient workflow management. | Centralized image storage and retrieval for patient diagnosis and treatment planning across various departments (Radiology, Cardiology, Neurology, etc.). |
| Specialty Clinics: Imaging centers, diagnostic laboratories, and specialized medical facilities with advanced imaging modalities. | Facilitating remote consultations and second opinions by enabling secure sharing of images and reports with specialists, potentially across different geographical locations within Ethiopia. |
| Government Health Institutions: Ministry of Health facilities and regional health bureaus aiming to improve the quality and accessibility of diagnostic imaging services. | Building Picture Archiving and Communication Systems in resource-limited settings, requiring careful consideration of cost-effectiveness, scalability, and local technical expertise. |
| Medical Training and Research Institutions: Universities and colleges with medical programs that utilize medical imaging for educational and research purposes. | Establishing PACS infrastructure for teaching purposes, allowing students to access and analyze anonymized medical images for learning diagnostic interpretation. |
| Healthcare IT Departments: In-house IT teams responsible for managing the overall IT infrastructure of healthcare organizations. | Ensuring interoperability between PACS and other hospital information systems (HIS) and electronic health records (EHR) for a unified patient data management system. |
Key Components of PACS Administration & Support
- System Installation and Configuration: Deployment of PACS software and hardware, including server setup, network integration, modality integration (connecting imaging devices), and viewer deployment.
- Database Management: Administration of the PACS database, including data archiving, backup and recovery strategies, data integrity checks, and performance optimization.
- User and Access Management: Creation, modification, and deletion of user accounts, assignment of roles and permissions, and implementation of access control policies for data security and privacy.
- Network and Infrastructure Management: Ensuring the reliability and performance of the network infrastructure supporting PACS, including bandwidth management and troubleshooting network-related issues.
- Modality Integration and DICOM Compliance: Establishing and maintaining robust DICOM (Digital Imaging and Communications in Medicine) connectivity with various imaging modalities, ensuring proper image transfer and format adherence.
- Troubleshooting and Issue Resolution: Diagnosing and resolving technical issues related to PACS software, hardware, network, and user access.
- Performance Monitoring and Optimization: Proactively monitoring system performance, identifying bottlenecks, and implementing optimizations for faster image retrieval and processing.
- Data Archiving and Retrieval: Implementing strategies for long-term storage of medical images and efficient retrieval of historical data for patient care and research.
- Disaster Recovery and Business Continuity Planning: Developing and implementing plans to ensure data availability and system operability in the event of hardware failure, natural disasters, or other disruptions.
- User Training and Support: Providing training to radiologists, technicians, referring physicians, and IT staff on PACS usage, functionalities, and best practices. Offering ongoing helpdesk support.
- Security and Compliance: Implementing security measures to protect patient data from unauthorized access, breaches, and ensure compliance with relevant data protection regulations (where applicable in Ethiopia).
- System Upgrades and Patch Management: Planning and executing software and hardware upgrades, and applying security patches to maintain system integrity and functionality.
Who Needs Pacs Administration & Support In Ethiopia?
PACS (Picture Archiving and Communication System) administration and support are crucial for healthcare organizations in Ethiopia that utilize or are considering digital imaging solutions. These systems are vital for storing, retrieving, and distributing medical images efficiently, thereby improving diagnostic accuracy, workflow, and patient care. Without proper administration and ongoing support, the benefits of PACS can be severely hampered by technical issues, data integrity problems, and user frustration.
| Customer Type | Primary Need for PACS Support | Key Departments Involved | |||
|---|---|---|---|---|---|
| Public Hospitals | Efficient patient data management, long-term archival, interoperability with other hospital systems, cost-effective solutions, training for a large user base. | Radiology, IT, Medical Records, Administration | |||
| Private Hospitals | Streamlined workflow, enhanced diagnostic turnaround times, competitive service offerings, robust data security and privacy. | Radiology, IT, Clinical Departments (e.g., Cardiology, Surgery), Administration | |||
| Specialized Clinics | Integration of specific imaging modalities, specialized image analysis tools, seamless collaboration with referring physicians. | Radiology, IT, the specialized clinical department (e.g., Cardiology) | Diagnostic Imaging Centers | High-volume image processing, rapid report generation, efficient patient throughput, secure data sharing with referring physicians. | Radiology, IT, Front Desk/Reception |
| University Teaching Hospitals | Research capabilities, integration for educational purposes, advanced image manipulation tools, support for large data sets. | Radiology, IT, Medical Education Departments, Research Divisions | |||
| NGO Healthcare Facilities | Affordable and reliable PACS solutions, remote access capabilities (if applicable), training and capacity building for local staff, support for diverse imaging equipment. | Radiology, IT, Operations, Program Managers |
Target Customers and Departments for PACS Administration & Support in Ethiopia
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- {"items":["Radiology Department","IT Department","Medical Records Department","Cardiology Department (for echo, stress tests, etc.)","Oncology Department (for radiation therapy planning, follow-up imaging)","Neurology Department (for MRI, CT scans of the brain)","Emergency Department (for rapid image access)","Surgical Departments (for pre-operative planning and intra-operative imaging)","Quality Assurance & Improvement Teams"],"title":"Key Departments Requiring PACS Administration & Support"}
Pacs Administration & Support Process In Ethiopia
The PACS (Picture Archiving and Communication System) Administration and Support process in Ethiopia involves a structured workflow designed to address user inquiries, troubleshoot issues, and ensure the smooth operation of the PACS. This process typically begins with an initial inquiry, progresses through assessment and planning, moves to execution and implementation, and concludes with verification and closure. The specific steps and responsible parties can vary slightly between healthcare institutions but generally follow this framework.
| Stage | Description | Responsible Parties | Tools/Methods Used |
|---|---|---|---|
| Inquiry and Initial Contact | User or department identifies a PACS-related issue (e.g., system slowness, image access problems, new user request) and initiates contact. | End-User (Radiologist, Technician, Physician), IT Helpdesk/Support Staff | Phone, Email, Ticketing System (e.g., Jira, ServiceNow), In-person request |
| Assessment and Diagnosis | Support staff gathers detailed information about the issue, attempts to replicate it, and identifies the root cause. | IT Helpdesk/Support Staff, PACS Administrator/Engineer | Remote access tools (e.g., TeamViewer, AnyDesk), System logs analysis, Diagnostic queries, User interviews |
| Planning and Prioritization | Based on the diagnosis, a plan of action is developed. Issues are prioritized based on severity, impact on patient care, and service level agreements (SLAs). | PACS Administrator/Engineer, IT Manager, Clinical Stakeholders (for critical issues) | Prioritization matrix, Issue tracking system, Change management procedures |
| Execution and Implementation | The planned solution is implemented. This could involve software configuration, hardware adjustments, user training, or data migration. | PACS Administrator/Engineer, Network Administrator, Vendor Support (if applicable) | Configuration tools, Scripting, Software updates/patches, Hardware replacement, User training sessions |
| Testing and Verification | The implemented solution is tested to ensure the issue is resolved and no new problems have been introduced. End-users may be involved in validation. | PACS Administrator/Engineer, End-User | Test scripts, User Acceptance Testing (UAT), System monitoring |
| Closure and Documentation | Once the issue is confirmed as resolved and verified, the support ticket is closed. All actions, resolutions, and relevant details are documented for future reference. | IT Helpdesk/Support Staff, PACS Administrator/Engineer | Ticketing system, Knowledge base, System documentation |
| Escalation (if necessary) | If the support team cannot resolve the issue or requires specialized expertise, the problem is escalated to a higher level of support or to the PACS vendor. | PACS Administrator/Engineer, IT Manager, Vendor Support | Escalation procedures, Vendor support channels, Service Level Agreements (SLAs) |
Key Stages in PACS Administration & Support Process
- Inquiry and Initial Contact
- Assessment and Diagnosis
- Planning and Prioritization
- Execution and Implementation
- Testing and Verification
- Closure and Documentation
- Escalation (if necessary)
Pacs Administration & Support Cost In Ethiopia
The cost of PACS (Picture Archiving and Communication System) administration and support in Ethiopia is a complex equation influenced by several factors. These include the size and scope of the healthcare facility, the number of users and departments requiring access, the type and volume of imaging studies generated, the complexity of the chosen PACS solution (e.g., basic viewer vs. advanced analytics), and the level of ongoing support required. Local currency (Ethiopian Birr - ETB) pricing also fluctuates due to market dynamics, import duties, and the vendor's operational costs within Ethiopia. It's crucial to distinguish between initial setup/implementation costs and recurring maintenance/support fees.
| Cost Component | Estimated Range (ETB per year) | Notes |
|---|---|---|
| Annual Software Maintenance & Support (Small Clinic) | 50,000 - 150,000 | Covers basic software updates, bug fixes, and limited technical support for a small user base. |
| Annual Software Maintenance & Support (Medium Hospital) | 150,000 - 400,000 | Includes more comprehensive support, potentially 24/7 availability for critical issues, and support for a larger number of users and modalities. |
| Annual Software Maintenance & Support (Large Tertiary Hospital) | 400,000 - 1,000,000+ | Encompasses advanced support, integration assistance, proactive monitoring, and support for high imaging volumes and complex workflows. |
| PACS Server & Storage (Initial Purchase/Lease) | 200,000 - 1,500,000+ | Highly variable based on capacity, performance, and redundancy. Annual costs might apply for leased hardware. |
| Network Infrastructure Upgrade (If Needed) | 50,000 - 300,000 | Depends on the current network's capability to handle large image file transfers. |
| End-User Training (Per Session/User) | 10,000 - 50,000 | Cost per training session or per user, depending on the trainer and duration. |
| Specialized IT Support/Consultancy (Hourly/Project) | 1,000 - 5,000 | For complex troubleshooting, integration projects, or if internal IT expertise is limited. |
| Data Archiving (Annual Subscription/Storage Fees) | 20,000 - 200,000+ | Depends on the volume of data archived and the storage solution (on-premise vs. cloud). |
Key Pricing Factors for PACS Administration & Support in Ethiopia
- Infrastructure Requirements: This includes the cost of servers, storage, network upgrades, and workstations needed to support the PACS. Larger facilities with higher imaging volumes will require more robust and expensive infrastructure.
- Software Licensing: The cost of the PACS software itself, which can be perpetual or subscription-based. Advanced features, such as AI-powered diagnostic tools or advanced reporting modules, will significantly increase licensing fees.
- Implementation and Integration: Costs associated with installing the software, configuring it to meet specific hospital workflows, and integrating it with existing hospital information systems (HIS) and electronic medical records (EMR).
- Training: Comprehensive training for IT staff, radiologists, technicians, and other end-users is essential for effective PACS utilization. This cost varies based on the number of trainees and the depth of training provided.
- Ongoing Technical Support: Annual maintenance contracts or subscription fees for technical support, software updates, bug fixes, and troubleshooting. The level of support (e.g., 24/7 vs. business hours) impacts pricing.
- Hardware Maintenance and Upgrades: Costs associated with maintaining the underlying hardware infrastructure and potential future upgrades to accommodate growing data or technological advancements.
- Data Storage and Archiving: The cost of storing large volumes of medical images over extended periods. This can involve on-premises storage solutions or cloud-based archiving services.
- IT Staffing and Expertise: While not always a direct PACS cost, the need for skilled IT personnel to manage and maintain the PACS infrastructure should be considered. Outsourcing this expertise will incur specific fees.
- Vendor and Service Provider: Different vendors will have varying pricing models and levels of service. Local Ethiopian providers may offer different pricing structures compared to international companies operating in the region.
- Customization and Development: Any specific customizations or integrations beyond standard functionality will incur additional development costs.
Affordable Pacs Administration & Support Options
Managing a Picture Archiving and Communication System (PACS) is crucial for healthcare providers, but the associated administrative and support costs can be substantial. Fortunately, various affordable PACS administration and support options exist. These often revolve around flexible service models, particularly value bundles and strategic cost-saving measures. Understanding these can significantly reduce overhead without compromising system efficiency or clinical workflow.
| Cost-Saving Strategy | Description | Potential Benefits |
|---|---|---|
| Outsource Routine Tasks | Delegate non-critical tasks like user account management, basic troubleshooting, and report generation to a specialized third-party provider. | Reduced in-house IT workload, lower labor costs, access to specialized skills. |
| Consolidate Vendors | If using multiple PACS or related imaging software, explore consolidating with a single vendor for potential volume discounts on support and maintenance. | Simplified vendor management, potential cost savings through bundled pricing. |
| Leverage Open-Source Tools (with caution) | For specific administrative tasks or reporting, explore well-supported open-source tools. However, ensure adequate expertise and support are available. | Reduced software licensing costs, flexibility. Requires strong technical understanding for implementation and maintenance. |
| Proactive Maintenance & Monitoring | Implement robust remote monitoring and scheduled proactive maintenance to identify and resolve potential issues before they cause downtime. | Reduced unscheduled downtime, lower emergency repair costs, improved system reliability. |
| Virtualization & Cloud Migration | Migrate PACS infrastructure to virtualized environments or the cloud to reduce hardware maintenance and cooling costs. | Lower hardware acquisition and maintenance costs, scalability, reduced energy consumption. |
| Automate Repetitive Tasks | Utilize scripting and automation tools to handle routine administrative tasks, freeing up IT staff for more strategic initiatives. | Increased efficiency, reduced human error, improved staff productivity. |
Key Value Bundles and Cost-Saving Strategies for PACS Administration & Support
- {"title":"Value Bundles Explained","description":"Value bundles package multiple PACS-related services into a single, often discounted, offering. This streamlines procurement and can lead to predictable monthly or annual costs. Bundles can include a combination of the following:"}
- {"title":"On-Demand vs. Retained Support","description":"Differentiate between paying for support only when needed (on-demand) versus a fixed monthly fee for a guaranteed level of service (retained). Retained support often offers better response times and proactive maintenance, which can prevent costly downtime."}
- {"title":"Tiered Service Levels","description":"Many providers offer tiered support packages (e.g., basic, standard, premium). Higher tiers typically include faster response times, dedicated account managers, and more comprehensive proactive monitoring, allowing you to choose a level that matches your budget and critical needs."}
- {"title":"Cloud-Based PACS Solutions","description":"Migrating to a cloud PACS can eliminate significant upfront hardware costs and reduce the burden of in-house IT management, often translating to lower ongoing support expenses. Cloud providers typically manage infrastructure and offer integrated support."}
- {"title":"Remote Administration & Monitoring","description":"Leveraging remote IT professionals for PACS administration and monitoring can be more cost-effective than hiring full-time, in-house staff. This approach allows access to specialized expertise without the overhead of permanent employment."}
- {"title":"Managed Services Agreements (MSAs)","description":"MSAs are comprehensive contracts where a third-party provider takes over all or a significant portion of your PACS administration and support. These agreements often offer predictable costs and can include proactive maintenance, updates, and troubleshooting."}
- {"title":"Optimizing Hardware & Storage","description":"Regularly reviewing storage utilization and archiving policies can prevent unnecessary expansion. Implementing data deduplication and compression techniques, where applicable, also reduces storage needs and associated costs."}
- {"title":"Training & User Support Optimization","description":"Investing in user training can reduce helpdesk calls and errors. Developing comprehensive FAQs and internal knowledge bases can empower users to resolve common issues independently."}
- {"title":"Vendor Negotiation & Long-Term Contracts","description":"Negotiating favorable terms with your PACS vendor and exploring longer-term contracts can often secure discounts on support and maintenance packages."}
Verified Providers In Ethiopia
In the rapidly evolving healthcare landscape of Ethiopia, identifying reliable and credentialed healthcare providers is paramount for ensuring quality care. Franance Health stands out as a beacon of trust, offering a network of verified professionals whose commitment to excellence is underscored by their rigorous credentialing processes. This commitment translates into superior patient outcomes and peace of mind for those seeking medical services in Ethiopia. Understanding why these providers are the best choice involves examining their stringent vetting procedures, adherence to ethical standards, and dedication to continuous professional development.
| Key Differentiators | Franance Health Verified Providers | Standard Providers (General) |
|---|---|---|
| Credential Verification Process | Comprehensive and multi-stage verification of licenses, education, experience, and disciplinary history. | Varies; may be less stringent or primarily reliant on self-reporting. |
| Adherence to Quality Standards | Mandatory adherence to both national and international quality of care benchmarks. | May vary; adherence to standards can be inconsistent. |
| Continuous Professional Development | Actively supported and often mandated to ensure up-to-date medical knowledge and practices. | May be optional or at the provider's discretion. |
| Ethical Practice Emphasis | Strong focus on ethical conduct, integrity, and patient advocacy as a core credentialing requirement. | Generally expected, but not always a primary vetting criterion. |
| Patient Safety Focus | Integral to the verification process, aiming to minimize risks and ensure secure care. | Relies more on individual provider practices and regulatory oversight. |
Why Franance Health Providers are the Best Choice in Ethiopia
- Rigorous Credentialing and Verification: Franance Health implements a comprehensive vetting process for all affiliated healthcare professionals. This includes verifying medical licenses, educational qualifications, professional experience, and a clean disciplinary record. This meticulous approach ensures that only highly competent and ethical practitioners join their network.
- Commitment to Quality Standards: All Franance Health providers adhere to established national and international quality of care standards. This commitment ensures that patients receive evidence-based treatments and care that meets the highest benchmarks.
- Focus on Patient-Centric Care: Verified Franance Health providers prioritize patient well-being and satisfaction. They are trained to foster open communication, respect patient autonomy, and deliver care with empathy and understanding.
- Continuous Professional Development: The healthcare field is constantly advancing. Franance Health mandates and supports ongoing training and professional development for its network, ensuring providers remain up-to-date with the latest medical knowledge, technologies, and best practices.
- Ethical Practice and Integrity: A core tenet of Franance Health's credentialing is a strong emphasis on ethical conduct. Providers are expected to uphold the highest standards of professional integrity, confidentiality, and patient advocacy.
- Accessibility and Network Reach: Franance Health aims to provide access to quality healthcare across Ethiopia. Their network encompasses a diverse range of specialists and general practitioners, making it easier for individuals to find the care they need, when and where they need it.
- Enhanced Patient Safety: By ensuring that all providers are thoroughly vetted and adhere to strict protocols, Franance Health significantly enhances patient safety, reducing the risk of medical errors and ensuring a more secure healthcare experience.
Scope Of Work For Pacs Administration & Support
This Scope of Work (SOW) outlines the responsibilities and deliverables for PACS (Picture Archiving and Communication System) Administration and Support. It encompasses technical services required to ensure the optimal performance, availability, and integrity of the PACS environment. This includes system maintenance, user support, troubleshooting, data management, and collaboration with relevant stakeholders. The objective is to provide a robust and efficient PACS solution that supports clinical workflows and facilitates timely access to medical imaging data.
| Deliverable | Description | Standard Specifications/Acceptance Criteria |
|---|---|---|
| PACS System Uptime | Ensuring continuous availability of the PACS system for clinical operations. | 99.9% availability, excluding scheduled maintenance windows. Downtime incidents to be resolved within defined SLA (e.g., 2 hours for critical, 8 hours for major). |
| User Account Management | Creation, modification, and deletion of user accounts, including role-based access control. | New accounts provisioned within 4 business hours. Account modifications completed within 8 business hours. Access control to adhere to established security policies and role definitions. |
| Image Workflow Integrity | Monitoring and ensuring the successful transfer, storage, and retrieval of medical images. | No lost or corrupted images. Image retrieval time less than 30 seconds for routine studies. Workflow queues monitored for backlogs exceeding 1 hour. |
| System Performance Metrics | Tracking and reporting on key performance indicators (KPIs) of the PACS system. | Regular reports (weekly/monthly) on system response times, storage utilization, and network bandwidth. Performance bottlenecks to be identified and addressed within defined remediation timelines. |
| Data Backup and Recovery Plan | Implementation and regular testing of a comprehensive data backup and disaster recovery strategy. | Full system backups performed daily. Incremental backups performed as needed. Recovery Point Objective (RPO) and Recovery Time Objective (RTO) to be met as per agreed business continuity plan (e.g., RPO < 24 hours, RTO < 4 hours). |
| Incident Resolution | Timely and effective resolution of reported PACS-related incidents and issues. | Response to critical incidents within 30 minutes. Resolution of critical incidents within 2 hours. All incidents logged and tracked in an IT Service Management (ITSM) tool with clear status updates. |
| System Audit Reports | Regular audits to ensure system security, compliance, and data integrity. | Monthly or quarterly audit reports provided, detailing findings, risks, and recommended actions. Compliance with HIPAA, GDPR, or other relevant regulations as applicable. |
| User Support Tickets | Addressing and resolving user-reported issues and requests via a ticketing system. | Average response time to user tickets: 1 business hour. Average resolution time for standard user issues: 4 business hours. Customer satisfaction ratings to be maintained above 90%. |
| System Documentation | Creation and maintenance of up-to-date technical documentation for the PACS environment. | Documentation to include system architecture, configuration guides, troubleshooting procedures, and user manuals. Documentation to be reviewed and updated at least annually or upon significant system changes. |
Key Areas of PACS Administration & Support
- System Installation, Configuration, and Upgrades
- User Account Management and Access Control
- Image Workflow Management and Monitoring
- System Performance Monitoring and Optimization
- Data Archiving, Retrieval, and Disaster Recovery
- Integration with Other Healthcare Systems (RIS, EMR/EHR)
- Troubleshooting and Incident Resolution
- Regular System Audits and Health Checks
- Security Management and Compliance
- Training and Documentation for End-Users and IT Staff
Service Level Agreement For Pacs Administration & Support
This Service Level Agreement (SLA) outlines the commitment of [PACS Administrator/Provider Name] to [Client Organization Name] for the administration and support of the Picture Archiving and Communication System (PACS). It defines the expected response times for incidents and the guaranteed uptime of the PACS.
| Severity Level | Description | Response Time Target | Uptime Guarantee |
|---|---|---|---|
| Critical (Severity 1) | Complete system outage, impacting all users and patient care. No access to images. | 15 minutes | 99.99% |
| High (Severity 2) | Significant degradation of service, impacting a large number of users or a critical workflow. Limited access to images or slow performance. | 30 minutes | 99.95% |
| Medium (Severity 3) | Minor degradation of service or an isolated user issue affecting a non-critical workflow. Individual user unable to access or save images. | 2 hours | 99.90% |
| Low (Severity 4) | Cosmetic issues, feature requests, or minor performance issues with no immediate impact on patient care or core functionality. | 4 business hours | N/A (System is considered available) |
Key Definitions
- PACS: Picture Archiving and Communication System, including all associated hardware, software, and network components required for image acquisition, storage, retrieval, and distribution.
- Incident: Any unplanned interruption or degradation of the PACS, preventing users from performing their normal job functions.
- Downtime: Any period during which the PACS is unavailable or not functioning as intended.
- Service Window: The hours during which the PACS is expected to be fully operational. Typically 24x7x365, unless otherwise specified.
- Response Time: The maximum time allowed for the PACS Administrator/Provider to acknowledge a reported incident and begin active troubleshooting.
- Resolution Time: The maximum time allowed to restore the PACS to its normal operating state. (Note: This can be tiered based on severity and may not always be achievable within a specific timeframe due to external dependencies.)
- Severity Levels: A classification of incidents based on their impact on critical services.
- Uptime Guarantee: The percentage of time the PACS is expected to be available and functional within the defined Service Window.
Frequently Asked Questions
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