Verified Service Provider in Ghana
PACS Administration & Support in Ghana
Engineering Excellence & Technical Support
Dedicated PACS administrator and support services High-standard technical execution following OEM protocols and local regulatory frameworks.
Robust PACS Cloud Infrastructure Deployment
Successfully architected and deployed a scalable, secure, and HIPAA-compliant cloud-based PACS infrastructure for a leading healthcare institution in Ghana. This initiative significantly improved image accessibility, reduced on-premise hardware costs, and enhanced disaster recovery capabilities, ensuring uninterrupted medical imaging services across multiple facilities.
Enhanced Cybersecurity Protocols for Medical Imaging Data
Implemented advanced cybersecurity measures and access control policies for a critical PACS system in Ghana, safeguarding sensitive patient imaging data against unauthorized access and cyber threats. This involved multi-factor authentication integration, regular vulnerability assessments, and comprehensive security awareness training for staff, bolstering data integrity and patient privacy.
Streamlined PACS Integration and Workflow Optimization
Led the successful integration of a new PACS solution with existing hospital information systems (HIS) and EMRs for a major medical center in Ghana. This project optimized imaging workflows, reduced report turnaround times by 25%, and improved diagnostic efficiency by enabling seamless access to images and reports for clinicians at all levels of care.
What Is Pacs Administration & Support In Ghana?
PACS Administration & Support in Ghana refers to the comprehensive management and maintenance of Picture Archiving and Communication Systems (PACS) within the Ghanaian healthcare sector. This service encompasses the technical, operational, and sometimes clinical aspects required for the effective functioning, utilization, and evolution of PACS infrastructure. It ensures the reliable storage, retrieval, viewing, and distribution of medical imaging data, facilitating efficient diagnostic workflows and patient care.
| Who Needs PACS Administration & Support in Ghana? | Typical Use Cases |
|---|---|
| Hospitals (Public and Private): Particularly those with advanced diagnostic imaging departments (Radiology, Cardiology, Oncology, etc.). | Centralized image storage and retrieval for all modalities (X-ray, CT, MRI, Ultrasound, Mammography, etc.). Facilitating remote consultations and second opinions. Improving workflow efficiency in radiology departments. Enabling audit trails for image access and manipulation. Supporting research and teaching by providing access to anonymized image datasets. |
| Diagnostic Imaging Centers: Standalone facilities offering specialized imaging services. | Ensuring consistent image quality and accessibility across multiple imaging modalities. Streamlining reporting workflows for radiologists. Managing large volumes of historical imaging data for patient follow-up. Integration with referring physician portals for report and image distribution. |
| Specialized Clinics (e.g., Cardiology, Neurology): Requiring digital storage and analysis of specific imaging types. | Specific PACS modules for cardiology (e.g., echo, cath lab) or neurology (e.g., neuroimaging). Integration with specialized viewing and analysis software. Long-term archiving of time-sensitive diagnostic images. |
| Medical Training and Research Institutions: Utilizing imaging data for educational and research purposes. | Providing access to a comprehensive library of medical images for educational purposes. Facilitating research studies by enabling easy access to anonymized patient data. Supporting the development of new diagnostic techniques and algorithms. |
| Government Health Agencies: Overseeing healthcare infrastructure and standards. | Developing and enforcing standards for PACS implementation and data security. Facilitating national-level health data analysis and public health initiatives. Ensuring equitable access to advanced diagnostic imaging services. |
Key Components of PACS Administration & Support in Ghana
- System Installation and Configuration: Setting up new PACS or upgrading existing ones, including server deployment, network integration, and workstation setup.
- Data Management and Archiving: Implementing robust strategies for storing, backing up, and archiving medical images in compliance with regulatory requirements and institutional policies.
- User Training and Support: Providing comprehensive training to radiologists, technicians, and other healthcare professionals on PACS functionalities and troubleshooting common issues.
- System Monitoring and Performance Tuning: Continuously monitoring PACS performance, identifying bottlenecks, and optimizing system resources for optimal speed and reliability.
- Troubleshooting and Issue Resolution: Diagnosing and resolving hardware, software, and network issues that may arise with the PACS.
- Integration with other Healthcare Systems: Ensuring seamless interoperability between PACS and other hospital information systems (HIS), Electronic Health Records (EHR), and RIS (Radiology Information Systems).
- Security Management: Implementing and enforcing robust security protocols to protect patient data from unauthorized access and cyber threats.
- Disaster Recovery and Business Continuity Planning: Developing and testing plans to ensure data availability and system recovery in the event of unforeseen disruptions.
- System Upgrades and Maintenance: Planning and executing software updates, hardware replacements, and regular maintenance to ensure the PACS remains current and functional.
- Vendor Management: Liaising with PACS vendors for technical support, software licenses, and hardware maintenance contracts.
Who Needs Pacs Administration & Support In Ghana?
In Ghana, effective PACS (Picture Archiving and Communication System) administration and support are crucial for a wide range of healthcare institutions and departments that rely on digital imaging for diagnosis and patient care. These systems streamline workflows, enhance data management, and ultimately improve the quality of healthcare services. Identifying the specific needs and target customers for PACS administration and support is vital for organizations providing these services.
| Target Customer Type | Key Departments Requiring PACS Administration & Support | Specific Needs & Responsibilities |
|---|---|---|
| Public Hospitals | Radiology/Medical Imaging Department, IT Department, Hospital Administration | Managing large volumes of images, ensuring system uptime, data security, integration with EMR/EHR, staff training, troubleshooting, regular maintenance, disaster recovery planning. |
| Private Hospitals and Clinics | Radiology/Medical Imaging Department, IT Support (internal or outsourced), Clinic Management | Efficient image retrieval and reporting, cost-effective solutions, user support, system upgrades, ensuring compliance with regulatory standards, remote access capabilities. |
| Specialty Imaging Centers | Radiology Department, Technical Staff, Management | High-performance systems for specialized imaging modalities (e.g., MRI, CT), advanced image processing needs, workflow optimization for specific specialties (e.g., cardiology, neurology), robust archive management. |
| Diagnostic Laboratories | Radiology Unit, Laboratory Information System (LIS) Team, IT Department | Seamless integration of imaging data with laboratory results, efficient sharing of images for multidisciplinary discussions, maintaining accurate patient records. |
| Medical Training Institutions | Radiology Department, Medical Education Unit, IT Department | Providing access to image archives for teaching and research, facilitating educational software integration, ensuring data privacy for anonymized case studies. |
| Government Health Agencies | Public Health Department, Health Informatics Unit, Research Divisions | Aggregating imaging data for public health surveillance, epidemiological studies, policy formulation, and national health reporting. Ensuring data standardization and interoperability. |
Target Customers for PACS Administration & Support in Ghana
- Public Hospitals (Teaching Hospitals, Regional Hospitals, District Hospitals)
- Private Hospitals and Clinics
- Specialty Imaging Centers
- Diagnostic Laboratories with Imaging Capabilities
- Medical Training Institutions (for research and education)
- Government Health Agencies (for national health initiatives and data analysis)
Pacs Administration & Support Process In Ghana
This document outlines the typical workflow for PACS (Picture Archiving and Communication System) administration and support in Ghana, from initial inquiry to the final execution of a task or resolution of an issue. The process is designed to ensure efficient management, maintenance, and user assistance for the PACS infrastructure within healthcare facilities.
| Phase | Step | Description | Responsible Party(ies) | Key Activities | Expected Outcome | Documentation/Tools |
|---|---|---|---|---|---|---|
| Inquiry & Initiation |
| A user or department identifies a need for PACS support, a new configuration, or reports an issue. | End User, Radiology Staff, IT Staff | Contacting the designated support channel (e.g., helpdesk, email, phone). Clearly stating the issue or request. | Acknowledgement of the request and assignment of a ticket number. | Helpdesk ticketing system, Email, Phone logs |
| Inquiry & Initiation |
| The request is assessed for urgency and impact. | PACS Administrator, IT Helpdesk | Categorizing the request (e.g., critical, high, medium, low). Assigning priority based on service level agreements (SLAs) or impact on patient care. | Prioritized list of support tickets. | Ticketing system, Prioritization matrix |
| Analysis & Planning |
| Understanding the root cause of an issue or the specifics of a new request. | PACS Administrator, Vendor Support | Gathering detailed information from the user. Analyzing system logs. Performing initial troubleshooting steps. Defining scope and requirements for new configurations. | Clear understanding of the problem or detailed requirements for the request. | Diagnostic tools, System logs, User interviews, Requirement documentation |
| Analysis & Planning |
| Developing a plan to address the diagnosed issue or fulfill the request. | PACS Administrator, Vendor Support | Designing the technical solution. Identifying necessary resources and personnel. Determining if escalation to the vendor is required. Planning for potential downtime or user impact. | A defined technical solution and implementation plan. | Technical documentation, Network diagrams, Escalation procedures |
| Execution |
| Carrying out the planned solution. | PACS Administrator, IT Department, Vendor Support | Configuring PACS software/hardware. Applying patches or updates. Resolving software bugs. Setting up new user accounts or workstations. Performing hardware maintenance. | Successful implementation of the solution or resolution of the issue. | Configuration guides, Installation media, Troubleshooting guides, Remote access tools |
| Execution |
| Ensuring the implemented solution works as intended and the issue is resolved. | PACS Administrator, End User, Radiology Staff | Performing functional tests. User acceptance testing (UAT). Verifying data integrity and image access. Confirming system performance. | Confirmation that the solution is effective and meets requirements. | Test scripts, Verification checklists, User feedback forms |
| Closure & Follow-up |
| Recording details of the resolution and sharing relevant information. | PACS Administrator, IT Department | Updating the helpdesk ticket with resolution details. Documenting changes made to the system. Creating or updating standard operating procedures (SOPs) or knowledge base articles. | Comprehensive documentation for future reference and knowledge sharing. | Ticketing system, System documentation, SOPs, Knowledge base |
| Closure & Follow-up |
| Ensuring the user is satisfied with the resolution and formally closing the ticket. | PACS Administrator, End User | Communicating the resolution to the user. Obtaining confirmation that the issue is resolved or the request is fulfilled. Closing the support ticket. | Resolved issue, fulfilled request, and closed support ticket. | Ticketing system, Email confirmation |
| Closure & Follow-up |
| Proactively monitoring the system or following up on the resolution to prevent recurrence. | PACS Administrator, IT Department | System performance monitoring. Periodic checks on the implemented solution. User satisfaction surveys. | Continued system stability and user satisfaction. | Monitoring tools, Performance reports, User feedback |
Key Stakeholders in PACS Administration & Support in Ghana
- Healthcare Facility IT Department/Biomedical Engineering
- PACS Administrator(s)
- PACS Vendor Support Team
- Radiology Department Personnel (Radiologists, Technologists)
- End Users (Clinicians, referring physicians)
- Network Administrators
- Information Security Officers
Pacs Administration & Support Cost In Ghana
PACS (Picture Archiving and Communication System) administration and support costs in Ghana can vary significantly depending on several factors. These factors influence both the initial setup and ongoing maintenance expenses. Understanding these elements is crucial for healthcare institutions planning to implement or upgrade their PACS infrastructure. Key considerations include the complexity of the PACS solution, the size and nature of the healthcare facility, the level of customization required, the vendor's service level agreement (SLA), and the specific IT infrastructure in place. For smaller clinics with basic archiving needs, costs will be considerably lower than for large teaching hospitals requiring advanced functionalities like AI-driven analytics or integration with multiple imaging modalities and departmental systems.
| Service/Component | Typical Pricing Range (GHS) | Notes |
|---|---|---|
| PACS Software Licensing (Annual/Perpetual) | 15,000 - 150,000+ | Highly variable based on features, user count, and vendor. Subscription models are becoming more common. |
| Initial Implementation & Configuration | 20,000 - 100,000+ | Includes installation, integration, data migration, and basic training. Larger facilities with complex needs will pay more. |
| Hardware (Servers, Workstations, etc.) | 25,000 - 200,000+ | Dependent on the number of workstations, storage capacity, and server specifications. Can be a significant capital expenditure. |
| Annual Support & Maintenance Contract (AMC) | 10,000 - 50,000+ | Typically 15-20% of the initial software/hardware cost. Covers software updates and technical support. |
| On-site Technical Support (Per Day/Incident) | 500 - 2,000+ | Excludes travel and accommodation. Charged for troubleshooting hardware failures or complex on-site issues. |
| User Training (Per Session/Group) | 1,000 - 5,000+ | Costs vary based on the duration, depth of training, and number of participants. |
| Cloud Storage/Archiving (Monthly/Annual) | 500 - 10,000+ | Dependent on data volume, retention policies, and chosen cloud provider. Growing in popularity. |
| Customization & Integration Services | Negotiable (can be significant) | Tailored to specific needs and complexity. Can add substantial cost to the project. |
Key Pricing Factors for PACS Administration & Support in Ghana
- PACS Software Licensing: One-time purchase or recurring subscription fees for the PACS software itself. This is often tiered based on the number of users, study volume, or advanced features.
- Hardware Costs: Servers for storage, workstations for radiologists and referring physicians, network infrastructure upgrades, and potentially specialized imaging modality integration hardware.
- Implementation & Configuration: Costs associated with installing, configuring, and integrating the PACS with existing Picture Archiving and Communication Systems (PACS) and Electronic Health Records (EHR). This includes data migration, workflow setup, and user training.
- Ongoing Support & Maintenance: Annual maintenance contracts (AMCs) covering software updates, bug fixes, technical support, and remote troubleshooting. Vendor-provided support packages can range from basic to premium levels.
- On-site Support: If on-site technical assistance is required for hardware or complex software issues, this will incur additional charges, including travel and labor.
- IT Infrastructure & Network: The existing network capacity, server reliability, and general IT readiness of the facility can influence implementation complexity and thus costs.
- Customization & Integration: Bespoke development or integration with specialized equipment or existing hospital information systems (HIS) will add to the overall expense.
- Training: Comprehensive training for IT staff, radiologists, technologists, and referring physicians is essential for effective PACS utilization. This can be a significant upfront cost.
- Data Storage & Archiving: The amount of data to be stored and the chosen archiving strategy (e.g., on-site, cloud, tiered storage) directly impacts hardware and maintenance costs.
Affordable Pacs Administration & Support Options
Managing a Picture Archiving and Communication System (PACS) is crucial for efficient medical imaging workflows, but it can also be a significant expense. Fortunately, various affordable administration and support options exist. Understanding value bundles and implementing cost-saving strategies can dramatically reduce the financial burden while maintaining high-quality service. Value bundles often combine multiple essential services into a single package, offering a more predictable and often lower overall cost compared to procuring individual services. This approach streamlines management, reduces vendor overhead, and can unlock economies of scale. Cost-saving strategies focus on optimizing existing resources, leveraging technology, and negotiating favorable terms with providers.
| Strategy | Description | Potential Cost Savings | Considerations |
|---|---|---|---|
| Value Bundles | Combining multiple PACS support and administration services (e.g., maintenance, user support, data management) into a single package. | Reduced overall cost due to economies of scale, simplified vendor management, and predictable budgeting. | Carefully review contract inclusions and exclusions. Ensure the bundle meets your specific needs. |
| Managed Services | Outsourcing the complete or partial management of PACS operations to a specialized third-party provider. | Lower staffing costs, access to expert resources, reduced burden on internal IT, and often improved service levels. | Requires strong due diligence in selecting a reputable provider and clear SLAs. |
| Cloud-Based PACS | Migrating PACS infrastructure and data to a cloud environment (e.g., AWS, Azure, Google Cloud). | Eliminates large upfront hardware investments, reduces maintenance and IT overhead, scalable with usage, and often includes disaster recovery. | Ongoing subscription costs, data security concerns, and potential vendor lock-in. |
| Predictive Monitoring | Utilizing software to continuously monitor PACS hardware and software for anomalies and potential failures. | Prevents costly downtime, reduces emergency repair expenses, and extends hardware lifespan. | Requires investment in monitoring tools and trained personnel to interpret alerts. |
| Data Lifecycle Management | Implementing policies for storing, archiving, and deleting medical images based on retention requirements. | Significant reduction in storage hardware and associated costs by removing unnecessary data. | Requires clear understanding of regulatory retention periods and robust archival solutions. |
| Consolidated Vendor Management | Reducing the number of vendors involved in PACS administration and support. | Better negotiation leverage, streamlined communication, reduced administrative overhead, and potentially volume discounts. | May require careful evaluation to ensure specialized needs are still met. |
Key Value Bundle Components & Cost-Saving Strategies
- Bundled Services: Often include PACS software maintenance, hardware monitoring, user support, data management, and disaster recovery planning.
- Tiered Support Levels: Flexible plans allowing you to select the level of support needed, from basic monitoring to comprehensive 24/7 on-site assistance.
- Managed Services: Outsourcing day-to-day PACS operations to a third-party provider, freeing up internal IT resources.
- Cloud-Based PACS: Shifting from on-premise hardware to cloud solutions can reduce upfront infrastructure costs and offer scalable, pay-as-you-go pricing.
- Predictive Maintenance & Monitoring: Proactive identification of potential issues before they cause downtime, minimizing costly emergency repairs.
- Regular Software Updates & Patching: Ensuring system security and performance while often included in maintenance contracts.
- Data Lifecycle Management: Implementing policies for archiving, migrating, and deleting data to optimize storage costs.
- Consolidated Vendor Management: Reducing the number of vendors to manage, leading to better negotiation power and less administrative overhead.
- On-Demand Support vs. Retainers: Evaluating the cost-effectiveness of paying for support as needed versus a fixed monthly retainer based on historical usage patterns.
- Training & Knowledge Transfer: Investing in internal staff training to handle basic troubleshooting and reduce reliance on external support for minor issues.
- Open-Source PACS Solutions: Exploring open-source options for specific components or as a full PACS solution, though this requires significant internal expertise for implementation and ongoing support.
- Hardware Virtualization: Consolidating physical servers into virtual machines to reduce hardware costs and energy consumption.
Verified Providers In Ghana
In Ghana's evolving healthcare landscape, identifying trusted and reliable medical providers is paramount. Franance Health stands out as a beacon of excellence, rigorously vetting its network of healthcare professionals and facilities. This commitment to verification ensures that patients receive not only high-quality care but also peace of mind. Our credentialing process scrutinizes medical licenses, certifications, training, and patient feedback, guaranteeing that every provider listed on Franance Health meets stringent standards. Choosing a Franance Health verified provider means opting for expertise, ethical practice, and a patient-centered approach. Discover the difference that verified care can make for your health and well-being.
| Provider Type | Key Verification Criteria | Benefits for Patients |
|---|---|---|
| Hospitals & Clinics | Accreditation, Staff Qualifications, Equipment Standards, Infection Control Protocols | Access to comprehensive medical services, advanced technology, and safe environments. |
| Specialist Doctors | Medical Council Registration, Board Certifications, Peer Reviews, Patient Testimonials | Expert diagnosis and treatment in specific medical fields, ensuring specialized care. |
| General Practitioners | Medical Council Registration, Continuing Professional Development (CPD), Practice Standards | Reliable primary healthcare, preventative services, and ongoing health management. |
| Diagnostic Centers | Equipment Calibration, Technologist Certifications, Quality Control Measures | Accurate and dependable diagnostic results for informed medical decisions. |
| Pharmacies | Pharmacy Council Registration, Prescription Accuracy, Medication Management Practices | Safe access to prescribed medications and professional pharmaceutical advice. |
Why Franance Health Verified Providers are the Best Choice:
- Rigorous Credentialing: We meticulously verify medical licenses, certifications, and qualifications.
- Quality Assurance: Continuous monitoring and feedback mechanisms ensure consistent high standards.
- Patient-Centric Approach: Verified providers prioritize patient needs and satisfaction.
- Transparency: Clear information about provider credentials and specializations.
- Access to Expertise: A curated network of leading medical professionals across Ghana.
- Trust and Reliability: The Franance Health badge signifies a commitment to excellence and ethical practice.
Scope Of Work For Pacs Administration & Support
This Scope of Work (SOW) outlines the services required for comprehensive Picture Archiving and Communication System (PACS) administration and support. It details the technical deliverables and standard specifications to ensure the efficient, reliable, and secure operation of the PACS environment. The goal is to maintain optimal system performance, support clinical workflows, and adhere to all relevant regulatory requirements.
| Task Area | Description of Services | Deliverables | Standard Specifications/Requirements |
|---|---|---|---|
| System Administration & Monitoring | Daily, weekly, and monthly system health checks, performance monitoring, log analysis, and resource utilization tracking. Proactive identification and resolution of potential issues. | Regular system health reports, performance metrics dashboards, incident logs, system uptime reports. | System monitoring tools configured to track key performance indicators (KPIs). Defined alert thresholds for critical events. Real-time monitoring of server, storage, and network performance. Adherence to agreed-upon SLAs for system availability (e.g., 99.9%). |
| User Management & Access Control | Creation, modification, and deletion of user accounts. Management of user roles and permissions. Regular review of access privileges. Enforcement of strong password policies. | User account management documentation, access control matrices, audit trails of user activity. | Role-based access control (RBAC) implemented according to organizational policies. Integration with Active Directory or other enterprise identity management systems. Two-factor authentication for privileged users where applicable. Compliance with HIPAA/GDPR or relevant privacy regulations. |
| PACS Application Support | Troubleshooting and resolution of PACS application issues (e.g., image retrieval, display, routing, QC). Support for various PACS modules and functionalities. Assistance with image acquisition and workflow issues. | Incident resolution tickets, root cause analysis reports, knowledge base articles for common issues. | Expertise in specific PACS vendor software. Defined escalation procedures for complex issues. Timely response to user-reported incidents based on severity levels. Resolution SLAs for different incident priorities. |
| Image Management & Archiving | Management of image storage, archiving, and retrieval. Monitoring of storage capacity and planning for future growth. Implementation and enforcement of data retention policies. | Storage utilization reports, archive health reports, data retention policy compliance documentation. | Configurable archiving rules. Regular verification of archive integrity. Data deduplication and compression strategies implemented where appropriate. Compliance with DICOM standards for storage and retrieval. Defined RTO/RPO for disaster recovery scenarios. |
| System Upgrades & Maintenance | Planning, testing, and deployment of PACS software upgrades, patches, and hotfixes. Regular system maintenance and preventive care activities. Vendor management for support and upgrades. | Upgrade deployment plans, test reports, system downtime notifications, post-upgrade validation reports. | Thorough testing of all upgrades in a non-production environment. Change management process adherence. Downtime scheduled during off-peak hours with prior notification. Backout plans for all major upgrades. |
| Integration & Interoperability | Support for integration of the PACS with RIS, EMR, modalities, and other healthcare IT systems. Troubleshooting of interface issues (e.g., HL7, DICOM). | Interface configuration documentation, interface performance reports, troubleshooting logs for integration issues. | Adherence to DICOM and HL7 standards. Proven experience with integrating PACS with various RIS/EMR systems. Secure and reliable interface communication channels. |
| Disaster Recovery & Business Continuity | Development, testing, and maintenance of disaster recovery (DR) and business continuity (BC) plans for the PACS. Regular DR testing and validation. | DR/BC plans, DR test reports, identified recovery time objectives (RTO) and recovery point objectives (RPO). | Clearly defined DR procedures. Regular (e.g., annual) DR testing with documented results. Redundant infrastructure components where critical. Offsite backup and replication strategies. |
| Security Management | Implementation and enforcement of PACS security policies. Vulnerability assessments and remediation. Ensuring compliance with relevant security standards and regulations. | Security assessment reports, audit logs for security-related events, security incident response documentation. | Regular security patching. Encryption of sensitive data in transit and at rest where applicable. Intrusion detection and prevention systems. Regular security awareness training for support staff. |
| Documentation & Training | Creation and maintenance of comprehensive PACS system documentation, including configuration guides, troubleshooting procedures, and user manuals. Providing training to IT staff and end-users as needed. | PACS system documentation repository, training materials, training session attendance records. | Well-organized and accessible documentation. Standardized documentation templates. Training sessions delivered effectively and tailored to audience needs. |
Key Objectives
- Ensure high availability and performance of the PACS system.
- Provide timely and effective technical support to end-users.
- Maintain data integrity and ensure compliance with data retention policies.
- Implement and manage system upgrades, patches, and security enhancements.
- Optimize system configuration and workflows for clinical efficiency.
- Facilitate seamless integration with other healthcare IT systems (e.g., RIS, EMR).
- Monitor system health, performance, and resource utilization.
- Manage user access, permissions, and role-based security.
- Develop and maintain comprehensive system documentation and procedures.
Service Level Agreement For Pacs Administration & Support
This Service Level Agreement (SLA) outlines the terms and conditions for PACS Administration & Support, including response times for incidents and availability guarantees for the Picture Archiving and Communication System (PACS). This SLA is between [Your Organization Name] (hereinafter referred to as "Client") and [Service Provider Name] (hereinafter referred to as "Provider").
| Incident Severity | Response Time Target | Uptime Guarantee |
|---|---|---|
| Critical Incident | 15 Minutes | 99.9% Uptime (excluding scheduled maintenance) |
| High Priority Incident | 1 Hour | 99.9% Uptime (excluding scheduled maintenance) |
| Medium Priority Incident | 4 Business Hours | 99.9% Uptime (excluding scheduled maintenance) |
| Low Priority Incident | 8 Business Hours | 99.9% Uptime (excluding scheduled maintenance) |
Definitions
- Critical Incident: A system-wide outage or failure that prevents any users from accessing or utilizing the PACS for image viewing, storage, or retrieval. This includes complete server downtime, network connectivity failures directly impacting PACS access, or inability to archive/retrieve any images.
- High Priority Incident: A significant degradation of PACS performance or a partial outage affecting a large group of users or critical functionalities. Examples include significant delays in image retrieval, inability to perform specific essential tasks (e.g., primary review), or failure of a critical component impacting overall usability.
- Medium Priority Incident: A localized issue affecting a subset of users or a specific non-critical functionality. Examples include an individual workstation reporting slow performance, issues with a specific modality connection, or problems with non-essential reporting features.
- Low Priority Incident: A minor issue or a feature request that does not impact the core functionality of the PACS or user productivity. Examples include cosmetic UI glitches, minor configuration requests, or requests for enhancements.
- Downtime: Any period during which the PACS is unavailable to users due to scheduled maintenance or unplanned incidents. Scheduled maintenance downtime is communicated in advance.
- Uptime: The percentage of time the PACS is available and operational, excluding scheduled maintenance downtime.
- Response Time: The time elapsed from when an incident is officially reported to the Provider (via agreed-upon channels) until the Provider acknowledges the incident and begins active work on resolution.
- Resolution Time: The time elapsed from when an incident is officially reported until the incident is resolved and the PACS is restored to full functionality. (Note: Resolution times are targets and may vary based on incident complexity.)
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
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