Verified Service Provider in Liberia
PACS Administration & Support in Liberia
Engineering Excellence & Technical Support
Dedicated PACS administrator and support services High-standard technical execution following OEM protocols and local regulatory frameworks.
PACS Infrastructure Optimization
Implemented and maintained robust PACS server infrastructure, ensuring high availability and optimal performance for radiology departments across multiple healthcare facilities in Liberia. This involved strategic hardware upgrades, network configuration, and regular system health checks to minimize downtime and data access delays.
Data Security and Compliance Enhancement
Developed and enforced stringent data security protocols for patient imaging data within the PACS environment, adhering to evolving Liberian healthcare regulations. This included access control management, data encryption strategies, and regular security audits to safeguard sensitive patient information.
End-User Training and Workflow Integration
Provided comprehensive technical support and tailored training to radiologists, technicians, and administrative staff on PACS system usage and best practices. Facilitated seamless integration of PACS into clinical workflows, improving diagnostic efficiency and reducing manual data handling for improved patient care delivery.
What Is Pacs Administration & Support In Liberia?
Picture Archiving and Communication System (PACS) Administration and Support in Liberia refers to the comprehensive management and maintenance of digital medical imaging systems. This encompasses the hardware, software, and network infrastructure required to acquire, store, retrieve, distribute, and display diagnostic medical images (e.g., X-rays, CT scans, MRIs, ultrasounds) and their associated data. The service ensures the operational integrity, security, accessibility, and long-term viability of the PACS environment, thereby facilitating efficient and accurate radiological workflow and diagnostic processes within Liberian healthcare facilities. This service is critical for modernizing healthcare delivery, improving diagnostic capabilities, and enabling interoperability with other hospital information systems.
| Who Needs PACS Administration & Support in Liberia | Typical Use Cases | |||||||
|---|---|---|---|---|---|---|---|---|
| Hospitals (Government, Private, Faith-based): Especially those with advanced imaging departments (Radiology, Cardiology, Neurology). | Digital archiving of all diagnostic imaging studies for immediate and historical review. | Facilitating remote consultations and second opinions by securely sharing images with external specialists. | Supporting research and educational activities by providing access to anonymized imaging datasets. | Ensuring compliance with regulatory requirements for medical record retention and data security. | Streamlining the workflow for radiologists, sonographers, and radiographers, reducing turnaround times for diagnoses. | Improving diagnostic accuracy through advanced image viewing and manipulation tools. | Managing the lifecycle of imaging studies, from acquisition to long-term archival and eventual deletion. | Enabling the integration of imaging data with patient EMR/EHR systems for a holistic patient view. |
| Specialized Clinics (e.g., Diagnostic Imaging Centers, Cardiology Clinics): Equipped with imaging modalities. | Enhancing patient care by providing rapid access to imaging results for prompt treatment planning. | Optimizing resource utilization by efficiently managing storage and retrieval of large imaging datasets. | Supporting the transition from analog film-based imaging to a fully digital environment. | |||||
| Ministry of Health & Public Health Agencies: For oversight and national-level data management. | Facilitating epidemiological studies and public health surveillance through aggregated imaging data. | Standardizing PACS implementation and support across public health facilities. |
Key Components of PACS Administration & Support in Liberia
- System Installation & Configuration: Deployment of PACS servers, workstations, and archiving solutions, along with the configuration of imaging modalities and network integration.
- Data Management & Archiving: Implementation of robust data storage strategies, including long-term archival, data integrity checks, and backup/recovery procedures.
- User Management & Access Control: Establishing user accounts, defining roles and permissions for healthcare professionals (radiologists, technicians, referring physicians), and ensuring HIPAA-equivalent data privacy and security.
- Image Acquisition Workflow Optimization: Streamlining the process of image transfer from modalities to the PACS, troubleshooting acquisition errors, and ensuring consistent image quality.
- Image Retrieval & Viewing Support: Providing efficient access to historical and current images, maintaining image quality during retrieval, and supporting various viewing protocols and tools.
- System Monitoring & Performance Tuning: Continuous monitoring of system health, performance metrics, network traffic, and resource utilization to proactively identify and resolve issues.
- Troubleshooting & Issue Resolution: Diagnosing and resolving technical problems related to hardware, software, network connectivity, and image integrity.
- Regular Maintenance & Updates: Performing scheduled maintenance, applying software patches and upgrades, and ensuring compatibility with evolving technologies and standards.
- Disaster Recovery & Business Continuity Planning: Developing and testing strategies to ensure the availability of PACS data and functionality in the event of system failures or disasters.
- Integration with EMR/EHR: Facilitating seamless data exchange and interoperability between the PACS and Electronic Medical Records (EMR) or Electronic Health Records (EHR) systems.
- Training & Documentation: Providing training to PACS users and administrators, and maintaining comprehensive system documentation.
Who Needs Pacs Administration & Support In Liberia?
In Liberia, robust PACS (Picture Archiving and Communication System) administration and support are crucial for modernizing healthcare and ensuring efficient diagnostic imaging services. Without proper management and technical assistance, the benefits of PACS, such as rapid image retrieval, improved collaboration among radiologists and clinicians, and enhanced data security, can be significantly undermined. This makes dedicated PACS administration and support essential across various healthcare institutions.
| Customer Type | Key Departments Requiring PACS Administration & Support | Specific Needs |
|---|---|---|
| Hospitals (Public & Private) | Radiology Department, IT Department, PACS Administration Team, Clinical Departments (e.g., Cardiology, Oncology, Neurology), Medical Records Department | System uptime, image archival and retrieval, user training, data security, integration with EMR/EHR, vendor liaison, troubleshooting, system upgrades, workflow optimization, disaster recovery planning. |
| Diagnostic Imaging Centers | Radiology Department, Technical Support Staff, Administrative Staff | Consistent system performance, efficient workflow for radiographers, timely report generation, image quality control, patient data management, hardware and software maintenance. |
| Specialty Clinics (e.g., Cardiology, Neurology) | Clinical Department Heads, IT Support, Imaging Technologists (if applicable) | Seamless integration with specialized imaging modalities, rapid access to relevant imaging studies for patient diagnosis and management, secure patient data sharing within the clinic. |
| Medical Training Institutions | Radiology Training Programs, IT Department, Faculty | Educational access to PACS for students, simulation capabilities, management of training datasets, secure demonstration environments, technical support for teaching and learning. |
| Government Health Ministries & Agencies | Health Information Systems Department, Public Health Programs, Regulatory Bodies | Oversight of PACS implementation in public health facilities, data standardization and interoperability, monitoring of imaging service quality, development of national health informatics strategies, cybersecurity policy enforcement. |
Target Customers and Departments for PACS Administration & Support in Liberia
- Hospitals (both public and private)
- Diagnostic Imaging Centers
- Specialty Clinics
- Medical Training Institutions
- Government Health Ministries & Agencies
Pacs Administration & Support Process In Liberia
This document outlines the typical workflow for PACS (Picture Archiving and Communication System) Administration and Support processes within healthcare facilities in Liberia. It details the steps involved from the initial inquiry or request for PACS-related services through to the successful execution and resolution.
| Stage | Description | Key Activities | Responsible Party | Deliverables/Outcomes | Potential Challenges in Liberia |
|---|---|---|---|---|---|
| Inquiry/Request Initiation | The process begins when a user or department identifies a need or faces an issue related to the PACS. This could be a new user needing access, a technical problem, a request for new features, or an inquiry about system capabilities. | Submitting a support ticket, sending an email, making a phone call, or verbal communication to the PACS administrator/support team. | End-user (Radiologist, Technician, Physician, etc.), IT Department Staff, Department Heads. | Formal or informal notification of a PACS-related need or issue. | Lack of standardized reporting channels, limited awareness of support procedures, language barriers. |
| Assessment & Triage | Upon receiving an inquiry, the PACS administrator or support team assesses the request's urgency, complexity, and impact on clinical operations. This helps prioritize the issue. | Reviewing the submitted ticket/request, categorizing the issue (e.g., user support, system error, hardware fault, training), prioritizing based on severity and clinical impact. | PACS Administrator, IT Support Lead. | Prioritized list of support requests, assignment of initial tickets to specific personnel. | Limited IT infrastructure, insufficient personnel for immediate triage, conflicting priorities with other critical IT systems. |
| Information Gathering & Verification | More detailed information is collected to understand the problem thoroughly and confirm the user's identity and permissions. | Asking clarifying questions, requesting screenshots or error logs, verifying user credentials and access levels, remote desktop access (if possible). | PACS Administrator, Level 1/2 Support Technician. | Detailed understanding of the issue, confirmed scope of the problem, necessary prerequisites for resolution. | Intermittent connectivity, difficulty in obtaining technical details from users, lack of standardized diagnostic tools. |
| Planning & Resource Allocation | Based on the assessment and gathered information, a plan is developed for resolution, including identifying necessary resources (personnel, tools, hardware, software). | Determining the steps for resolution, estimating time required, identifying necessary technical expertise, checking for available spare parts or software licenses. | PACS Administrator, Senior Technician, IT Manager. | Action plan for resolution, allocation of technical staff, procurement requests (if needed). | Scarcity of specialized PACS hardware/software, limited budget for replacements or upgrades, reliance on external vendors for parts. |
| Execution & Implementation | The actual work to resolve the issue or implement the request is carried out according to the plan. | Configuring user accounts, troubleshooting software errors, replacing faulty hardware, performing system updates, training users, installing new equipment. | PACS Administrator, Level 2/3 Support Technician, Vendor Support (if applicable). | Resolution of the issue, successful implementation of the request, system modifications. | Power outages, unreliable internet connectivity, security concerns, physical access limitations to server rooms. |
| Testing & Verification | After execution, the solution is tested to ensure it has resolved the issue and that the system is functioning as expected without introducing new problems. | User acceptance testing (UAT), system performance checks, functional verification, validation of data integrity. | PACS Administrator, End-user, Quality Assurance personnel. | Confirmation that the issue is resolved, verification of system stability and performance. | Difficulty in coordinating testing with busy clinical staff, lack of comprehensive testing environments, unreliability of testing equipment. |
| Documentation & Closure | All steps taken, resolutions implemented, and outcomes achieved are documented for future reference. The support ticket is then closed. | Updating the support ticket with resolution details, recording changes made to the system, archiving logs, notifying the user of closure, updating knowledge base. | PACS Administrator, Support Technician. | Completed support ticket, updated system documentation, knowledge base entry. | Lack of dedicated documentation time, inconsistent documentation practices, difficulty in retrieving historical data. |
| Follow-up & Monitoring | In some cases, a follow-up is conducted to ensure the resolution is sustained and to gather feedback. Ongoing monitoring of the PACS system is also crucial. | Contacting the user to confirm satisfaction, periodic system health checks, performance monitoring, proactive issue identification. | PACS Administrator, IT Manager. | User satisfaction, improved system stability, early detection of recurring issues. | Limited resources for proactive monitoring, difficulty in establishing performance baselines, lack of sophisticated monitoring tools. |
Key Stages of PACS Administration & Support Workflow
- Inquiry/Request Initiation
- Assessment & Triage
- Information Gathering & Verification
- Planning & Resource Allocation
- Execution & Implementation
- Testing & Verification
- Documentation & Closure
- Follow-up & Monitoring
Pacs Administration & Support Cost In Liberia
PACS (Picture Archiving and Communication System) administration and support costs in Liberia can vary significantly based on several factors. These include the size and complexity of the PACS implementation, the vendor chosen, the level of support required (e.g., basic, premium, 24/7), the duration of the support contract, and the need for on-site vs. remote support. Local currency (Liberian Dollar - LRD) pricing will be influenced by exchange rates and the vendor's pricing strategy (whether they price directly in LRD or convert USD pricing). It's crucial for healthcare institutions to obtain detailed quotes tailored to their specific needs.
| Service Component | Estimated Price Range (LRD per month) | Notes |
|---|---|---|
| Basic Remote Administration & Monitoring | 150,000 - 400,000 LRD | Includes basic system checks, user management, and remote troubleshooting. Suitable for smaller implementations. |
| Standard Administration & Support (Remote + Limited On-site) | 300,000 - 750,000 LRD | Covers remote support, scheduled on-site visits for maintenance and upgrades, and extended response times. |
| Premium/Comprehensive Support (24/7 Remote & On-site) | 600,000 - 1,500,000+ LRD | Includes round-the-clock support, rapid on-site response, proactive maintenance, and potentially dedicated support staff. For large, critical systems. |
| Annual Software License/Maintenance Fees | 1,000,000 - 3,000,000+ LRD (per year) | Often billed annually, covering software updates, patches, and access to new features. |
| Hardware Maintenance/Replacement Contracts | Variable (based on hardware) | Can be a separate annual contract for server, storage, and network equipment. |
| Initial PACS Setup & Configuration Support | 1,500,000 - 5,000,000+ LRD (one-time) | One-time cost for initial installation, configuration, and go-live support. |
Key Pricing Factors for PACS Administration & Support in Liberia
- Scope of PACS Implementation (number of modalities, storage volume, user base)
- Vendor Choice (international vs. local vendors, reputation, service level agreements)
- Support Level (remote monitoring, on-site maintenance, response times, proactive checks)
- Contract Duration (annual contracts vs. multi-year agreements)
- Hardware and Software Maintenance (updates, patches, equipment replacement)
- Training and Skill Development for local IT staff
- Integration with other hospital information systems (HIS, EMR)
- Travel and accommodation costs for remote support engineers (if applicable)
- Currency Exchange Rate Fluctuations
Affordable Pacs Administration & Support Options
Managing a Picture Archiving and Communication System (PACS) can be a significant operational expense for healthcare organizations. However, by strategically approaching PACS administration and support, significant cost savings can be achieved without compromising system performance or data integrity. This section explores affordable PACS administration and support options, focusing on value bundles and cost-saving strategies.
| Cost-Saving Strategy | Description | Potential Benefits |
|---|---|---|
| Bundle Services | Combine multiple support functions (maintenance, monitoring, helpdesk) into a single package. | Reduced overall cost compared to individual services, streamlined vendor management, predictable budgeting. |
| Remote Management | Utilize remote tools for administration, troubleshooting, and updates. | Lower on-site labor costs, faster issue resolution, reduced travel expenses. |
| Proactive Monitoring | Implement continuous system checks and performance analysis. | Reduced downtime, prevention of costly emergency repairs, improved system reliability. |
| Outsource Support | Engage a third-party provider for PACS administration and technical assistance. | Access to specialized expertise, reduced overhead for in-house staff, scalable support. |
| Cloud Migration | Move PACS infrastructure and data to a cloud platform. | Lower capital expenditure, predictable operational costs, reduced IT infrastructure management burden. |
| Vendor Consolidation | Reduce the number of PACS vendors or systems in use. | Volume discounts, simplified training, easier integration, economies of scale. |
| Tiered Support Selection | Choose a support level that matches actual organizational needs. | Avoid overspending on features not required, optimized support expenditure. |
Key Components of Affordable PACS Administration & Support
- {"title":"Value-Based Service Bundles","description":"Instead of purchasing individual support services, organizations can opt for comprehensive value bundles that integrate multiple essential functions at a reduced overall cost. These bundles are designed to offer a holistic approach to PACS management, often including software maintenance, technical support, system monitoring, and sometimes even basic training or consulting."}
- {"title":"Tiered Support Models","description":"Many vendors offer tiered support plans (e.g., Basic, Standard, Premium). Choosing a tier that aligns with your organization's actual needs, rather than the highest level, can lead to substantial savings. Basic tiers might cover critical issues and routine maintenance, while more advanced tiers offer faster response times or dedicated account managers."}
- {"title":"Remote Administration & Support","description":"Leveraging remote access for administration and support significantly reduces the need for on-site personnel and associated travel costs. Most modern PACS solutions are designed for effective remote management, allowing for troubleshooting, updates, and configuration changes without physical presence."}
- {"title":"Proactive Monitoring & Predictive Maintenance","description":"Investing in proactive system monitoring can identify potential issues before they become critical. This prevents costly downtime and emergency repairs. Predictive maintenance, often included in managed services, uses data analytics to anticipate hardware failures or performance bottlenecks, allowing for scheduled interventions."}
- {"title":"Managed Services & Outsourcing","description":"Outsourcing PACS administration and support to specialized third-party vendors can be more cost-effective than maintaining an in-house team, especially for smaller or medium-sized organizations. Managed service providers often have economies of scale, access to a wider pool of expertise, and can offer flexible service level agreements (SLAs)."}
- {"title":"Cloud-Based PACS Solutions","description":"Transitioning to a cloud-based PACS can shift capital expenditures to operational expenses, often with predictable monthly costs. Cloud solutions can also reduce the burden on internal IT staff for hardware maintenance and upgrades."}
- {"title":"Standardization & Consolidation","description":"Standardizing on a single PACS vendor or platform can simplify administration and support, leading to better volume discounts and more efficient training. Consolidating multiple imaging systems where possible also reduces complexity and cost."}
- {"title":"Strategic Vendor Partnerships","description":"Building strong relationships with PACS vendors can open doors to custom pricing, bundled discounts, and dedicated support resources. Negotiating long-term contracts or including support in the initial PACS purchase can often yield better rates."}
Verified Providers In Liberia
In Liberia's evolving healthcare landscape, identifying and trusting verified providers is paramount. Franance Health has emerged as a leading force, distinguished by its unwavering commitment to quality, patient-centered care, and adherence to rigorous credentialing standards. This document outlines what makes Franance Health stand out and why they represent the best choice for your healthcare needs.
| Credential/Attribute | Significance for Patients | Franance Health's Commitment |
|---|---|---|
| National Accreditation | Ensures legitimacy, safety, and adherence to national healthcare standards. | Franance Health consistently meets and exceeds the stringent requirements set by Liberian health authorities. |
| Certified Medical Staff | Guarantees that healthcare providers possess proven expertise and are licensed to practice. | All clinicians undergo rigorous vetting and hold valid certifications recognized in Liberia. |
| International Standards | Provides access to modern medical knowledge, advanced treatment protocols, and improved patient outcomes. | Franance Health actively benchmarks its services against global healthcare benchmarks. |
| Quality Assurance | Ensures consistent delivery of safe, effective, and patient-focused care through ongoing evaluation. | Robust internal quality control systems are in place to monitor and enhance care delivery. |
| Ethical Conduct | Builds trust through transparency, respect for patient rights, and fair treatment. | Franance Health upholds the highest ethical standards in all patient interactions and operational procedures. |
Key Franance Health Credentials & Why They Matter
- {"title":"Accreditation by National Health Regulatory Bodies","description":"Franance Health facilities and practitioners undergo stringent evaluations by Liberia's Ministry of Health and other relevant regulatory agencies. This accreditation signifies adherence to national standards for safety, hygiene, and quality of care. It's a fundamental guarantee that you are receiving care from a legitimate and regulated institution."}
- {"title":"Certified Medical Professionals","description":"All medical professionals at Franance Health are board-certified and possess valid licenses to practice in Liberia. This ensures they have met the educational and experiential requirements, passed rigorous examinations, and are committed to ongoing professional development. Their expertise is thus validated by recognized medical boards."}
- {"title":"International Best Practice Alignment","description":"Franance Health actively integrates international best practices in its operational procedures, clinical protocols, and patient management systems. This commitment to global standards means patients benefit from the latest advancements in medical knowledge and care delivery, even within Liberia."}
- {"title":"Robust Quality Assurance Programs","description":"Beyond initial credentialing, Franance Health implements continuous quality assurance programs. This involves regular internal audits, performance monitoring, and feedback mechanisms to ensure consistent delivery of high-quality care and to identify areas for improvement. Patient safety and satisfaction are at the forefront of these initiatives."}
- {"title":"Commitment to Ethical Practices","description":"Franance Health operates with a strong ethical framework. This includes transparency in billing, patient confidentiality, informed consent, and non-discriminatory treatment. Their adherence to ethical principles builds trust and ensures patients are treated with respect and dignity."}
- {"title":"Advanced Technology and Infrastructure","description":"While not a credential in itself, Franance Health's investment in modern medical technology and well-maintained infrastructure is a testament to their commitment to providing comprehensive and effective care. This allows their verified providers to offer accurate diagnoses and advanced treatments."}
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 required technical deliverables and their associated standard specifications to ensure the optimal performance, reliability, and security of the PACS environment. The objective is to provide comprehensive administrative and technical support for the PACS, encompassing hardware, software, network infrastructure, and user management, thereby facilitating efficient medical imaging workflow and data integrity.
| Deliverable | Description | Standard Specifications / Requirements | Deliverable Type | Acceptance Criteria |
|---|---|---|---|---|
| PACS System Health Report | Regular reports detailing the operational status, performance metrics, and any identified issues within the PACS environment. | Includes uptime, system response times, storage utilization, error logs, and security event summaries. Frequency: Daily/Weekly. | Report | Report accurately reflects current system status and identifies all critical issues. |
| PACS Software Updates & Patching Log | Documentation of all installed software updates, patches, and their successful application to the PACS and associated components. | Includes version numbers, patch IDs, installation dates, and rollback procedures. Adherence to vendor-recommended maintenance schedules. | Log/Record | All critical patches applied within vendor-specified timelines. Successful installation confirmed. |
| PACS Network Performance Metrics | Regularly collected data on network latency, bandwidth utilization, and error rates impacting PACS connectivity. | Target latency < 10ms, bandwidth utilization < 70% during peak hours. Network diagnostics performed periodically. | Report | Network performance meets or exceeds specified thresholds. Issues identified and resolved. |
| PACS Storage Utilization Report | Detailed reports on the current and projected utilization of PACS storage, including primary, secondary, and archive storage. | Monthly reports with historical trends, projected capacity needs for the next 12 months. Alert threshold set at 80% utilization. | Report | Accurate storage forecasting. Proactive measures implemented to avoid storage exhaustion. |
| PACS User Access Audit Log | Records of all user login/logout events, access to patient data, and administrative actions performed within the PACS. | Logs retained for a minimum of 7 years, encrypted and protected from tampering. Audit trails for all critical system changes. | Log/Record | All user activities logged and auditable. No unauthorized access detected. |
| PACS Backup & Restore Verification Report | Confirmation that scheduled backups are completed successfully and that data can be restored from backups. | Quarterly full restore tests. Backup integrity checks performed daily. Verified recovery time objective (RTO) and recovery point objective (RPO). | Report | Successful restoration of a representative dataset. Backups consistently meet RTO/RPO. |
| PACS Security Vulnerability Scan Report | Results of periodic vulnerability scans performed on PACS infrastructure and applications. | Scans conducted quarterly. All critical and high-severity vulnerabilities addressed within 72 hours. | Report | No critical or high-severity vulnerabilities remain unaddressed after scan. |
| PACS User Training Materials | Development and delivery of training materials for end-users on PACS functionalities and best practices. | Includes user manuals, quick reference guides, and training sessions. Materials updated with new releases. | Documentation/Training Session | Users demonstrate proficiency in core PACS functionalities after training. |
| PACS System Configuration Document | A comprehensive document detailing the current configuration of all PACS components, including servers, workstations, and network settings. | Document maintained and updated with all system changes. Includes network diagrams and IP address schemes. | Documentation | Configuration document is current and accurate, reflecting the live system. |
| PACS Integration Test Report | Reports on successful testing of integrations between PACS and other clinical systems (e.g., HIS, RIS, EMR). | Tests performed for HL7 messages, DICOM connectivity, and data exchange. Standards: HL7 v2.x/v3, DICOM 3.0. | Report | All integration points function as per design specifications. Data exchange is accurate and timely. |
Key Areas of PACS Administration & Support
- PACS System Administration
- PACS Technical Support & Troubleshooting
- PACS Network Management
- PACS Data Management & Archiving
- PACS Security & Compliance
- PACS User Management & Training
- PACS Performance Monitoring & Optimization
- PACS Integration & Interoperability
- PACS Disaster Recovery & Business Continuity
- PACS Documentation & Reporting
Service Level Agreement For Pacs Administration & Support
This Service Level Agreement (SLA) outlines the terms and conditions for PACS Administration & Support services, focusing on defined response times for incidents and uptime guarantees for the PACS infrastructure. This SLA is designed to ensure the reliability, availability, and timely resolution of issues related to the Picture Archiving and Communication System.
| Service Component | Incident Severity | Response Time Target (during Business Hours) | Resolution Time Target (during Business Hours) | Uptime Guarantee |
|---|---|---|---|---|
| PACS Core Services (Image Access, Viewing, Archiving) | Critical | 15 minutes | 2 hours | 99.9% |
| PACS Core Services (Image Access, Viewing, Archiving) | High | 30 minutes | 4 hours | 99.9% |
| PACS Core Services (Image Access, Viewing, Archiving) | Medium | 1 hour | 8 business hours | 99.9% |
| PACS Core Services (Image Access, Viewing, Archiving) | Low | 4 business hours | 3 business days | 99.9% |
| PACS Administration (User Management, Workflow Configuration) | Critical | 30 minutes | 4 hours | N/A (focus on incident response for core services) |
| PACS Administration (User Management, Workflow Configuration) | High | 1 hour | 8 business hours | N/A (focus on incident response for core services) |
| PACS Administration (User Management, Workflow Configuration) | Medium | 4 business hours | 3 business days | N/A (focus on incident response for core services) |
| PACS Support (User Queries, Training Assistance) | Standard Request | 2 business hours | 1 business day | N/A (focus on incident response for core services) |
Key Definitions
- PACS: Picture Archiving and Communication System.
- Incident: Any unplanned interruption to the PACS service or a significant reduction in the quality of the PACS service.
- Request: A request for information or advice, or for a standard change or service that has a predefined procedure.
- Downtime: The period during which the PACS system is unavailable to end-users, excluding scheduled maintenance.
- Uptime: The percentage of time the PACS system is available and functional, excluding scheduled maintenance.
- Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (excluding public holidays).
- Critical Incident: An incident that renders the entire PACS system unusable, impacting all users and critical clinical workflows.
In-Depth Guidance
Frequently Asked Questions
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