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Verified Service Provider in Malawi
PACS Installation & Configuration Service in Malawi
Engineering Excellence & Technical Support
PACS Installation & Configuration Service High-standard technical execution following OEM protocols and local regulatory frameworks.
Seamless DICOM Integration
Our expert technicians ensure flawless integration of your Picture Archiving and Communication System (PACS) with existing medical imaging modalities (X-ray, CT, MRI) using industry-standard DICOM protocols. We configure connectivity, troubleshoot any compatibility issues, and verify accurate image transmission and archiving, ensuring your diagnostic workflow is uninterrupted.
Robust Network Architecture
We design and implement secure, high-performance network infrastructures specifically for PACS deployment in Malawi. This includes optimizing bandwidth, implementing robust firewalls and access controls, and ensuring reliable data transfer to support efficient image retrieval and long-term archiving, even in challenging environments.
Data Security & Compliance
Your patient data is paramount. We configure your PACS with advanced security measures, including encryption, user authentication, audit trails, and access logging, to comply with data privacy regulations. Our team ensures your system is protected against unauthorized access and data breaches, safeguarding sensitive medical information.
What Is Pacs Installation & Configuration Service In Malawi?
The PACS Installation & Configuration Service in Malawi refers to the specialized provision of services dedicated to the deployment, setup, and ongoing management of Picture Archiving and Communication Systems (PACS). A PACS is a medical imaging technology that stores, retrieves, manages, and distributes medical images. This service ensures that healthcare institutions in Malawi can effectively integrate and utilize PACS technology to enhance diagnostic imaging workflows, improve patient care, and facilitate remote consultations. The service encompasses a comprehensive approach, from initial system design and hardware/software procurement to network integration, user training, and ongoing technical support.
| Who Needs PACS Installation & Configuration Service? | Typical Use Cases | |||||||
|---|---|---|---|---|---|---|---|---|
| Hospitals and Clinics: Requiring centralized digital storage and retrieval of medical images (X-ray, CT, MRI, Ultrasound, etc.) for improved diagnostic efficiency and accessibility. | Radiology Departments: To streamline image acquisition, interpretation, reporting, and sharing among radiologists. | Diagnostic Imaging Centers: For efficient management of large volumes of imaging studies and distribution to referring physicians. | Specialty Healthcare Providers: Such as cardiology, neurology, and oncology departments that heavily rely on imaging for diagnosis and treatment planning. | Government Health Initiatives: Implementing digital health strategies that include the adoption of PACS for broader healthcare access and data standardization. | New Healthcare Facilities: Establishing modern imaging infrastructure from inception. | Healthcare Institutions Undertaking Digital Transformation: Migrating from film-based or rudimentary digital systems to a robust PACS. | Remote and Rural Healthcare Facilities: Facilitating teleradiology and remote consultations by enabling image sharing with specialists in urban centers. | Medical Training and Research Institutions: For educational purposes and access to anonymized imaging datasets. |
| Digital Archiving of Medical Images: Replacing physical film archives with secure, searchable digital repositories. | Image Viewing and Interpretation Workstations: Providing radiologists with advanced tools for image manipulation, measurement, and comparison. | Teleradiology and Remote Consultation: Enabling radiologists to interpret images from different locations and facilitating collaboration among medical professionals. | Integration with Electronic Health Records (EHR): Embedding imaging reports and direct image links within patient records for a holistic view of patient health. | Quality Assurance and Peer Review: Facilitating the review of images and reports for educational and quality improvement purposes. | Disaster Recovery and Business Continuity: Implementing robust backup and redundancy strategies for critical imaging data. | Compliance with Health Information Regulations: Ensuring secure storage and access to patient imaging data in accordance with privacy laws. | Efficient Workflow Management: Automating image routing, worklist prioritization, and report generation. | Data Analytics and Research: Enabling the extraction of data for clinical research, epidemiological studies, and service improvement. |
Key Components of PACS Installation & Configuration Service
- System Design & Planning: Needs assessment, workflow analysis, hardware and software specification, network infrastructure evaluation, and compliance with local healthcare regulations.
- Hardware Procurement & Installation: Sourcing and setting up servers, workstations, storage solutions, network devices, and imaging modality interfaces (e.g., DICOM gateways).
- Software Installation & Configuration: Deployment of PACS server software, viewer clients, database management systems, and integration with existing hospital information systems (HIS) and electronic health records (EHR).
- Network Integration & Optimization: Configuring network protocols (e.g., TCP/IP, DICOM), ensuring secure data transmission, and optimizing network performance for image retrieval and transfer.
- Data Migration: Planning and executing the transfer of legacy imaging data into the new PACS, ensuring data integrity and minimal downtime.
- User Training & Support: Comprehensive training for radiologists, technologists, and IT staff on system operation, image viewing, reporting, and basic troubleshooting.
- System Testing & Validation: Rigorous testing of all system components and functionalities to ensure reliable operation and data accuracy.
- Ongoing Maintenance & Upgrades: Proactive system monitoring, software updates, hardware maintenance, and planning for future system scalability and technological advancements.
Who Needs Pacs Installation & Configuration Service In Malawi?
In Malawi, the need for PACS (Picture Archiving and Communication System) installation and configuration services is growing, driven by the increasing adoption of digital imaging technologies in healthcare. PACS streamlines the storage, retrieval, and sharing of medical images, leading to improved diagnostic efficiency and patient care. This service is crucial for institutions looking to modernize their radiology departments and integrate them with other hospital information systems.
| Target Customer Segment | Key Departments Requiring PACS | Specific Needs/Benefits |
|---|---|---|
| Hospitals (Public & Private) | Radiology Department, Cardiology, Neurology, Oncology, Emergency Department, Orthopedics, Surgery | Centralized image management, remote access for consultations, improved workflow efficiency, reduced film costs, enhanced data security and archiving. |
| Specialized Clinics | Radiology, Cardiology, Neurology, Oncology | Seamless integration with specialized imaging modalities (e.g., ECG, MRI, CT), faster report turnaround times, collaborative diagnosis among specialists. |
| Diagnostic Imaging Centers | Radiology, Ultrasound, CT, MRI, Mammography | Efficient handling of high volumes of imaging studies, streamlined reporting, secure long-term archiving, potential for teleradiology services. |
| Medical Training Institutions | Radiology Department, Medical Schools | Educational resources for students and residents, access to a digital image archive for teaching, research capabilities. |
| Government Health Ministries/Agencies | Public Health Surveillance, National Health Information Systems | Data aggregation for public health analysis, potential for nationwide teleradiology networks, standardization of imaging protocols. |
Target Customers for PACS Installation & Configuration Services in Malawi:
- Hospitals (both public and private)
- Specialized Clinics (e.g., cardiology, neurology, oncology)
- Diagnostic Imaging Centers
- Medical Training Institutions with radiology departments
- Government Health Ministries and Agencies
Pacs Installation & Configuration Service Process In Malawi
This document outlines the standard workflow for the PACS (Picture Archiving and Communication System) Installation & Configuration Service Process in Malawi, from initial client inquiry to successful system deployment and handover. The process is designed to ensure a smooth, efficient, and tailored implementation of PACS solutions to meet the specific needs of healthcare facilities in Malawi.
| Stage Number | Stage Title | Description | Key Activities | Deliverables | Responsible Parties |
|---|---|---|---|---|---|
| 1 | Inquiry & Initial Consultation | The client expresses interest in PACS services, initiating contact with the service provider. | Receive inquiry, schedule initial meeting, understand basic client needs and expectations. | Initial understanding of client's PACS requirements, confirmation of service offering. | Client, Service Provider Sales/Consultant |
| 2 | Site Assessment & Requirements Gathering | A detailed assessment of the client's existing infrastructure, workflow, and specific PACS needs. | On-site visit (if feasible), interviews with stakeholders (radiologists, IT, administrators), network assessment, hardware inventory, analysis of current imaging workflow, identification of specific functionalities required (e.g., modality integration, reporting tools, VNA needs). | Detailed site assessment report, documented functional and technical requirements, gap analysis. | Service Provider Technical Team, Client IT/Clinical Staff |
| 3 | Proposal & Quotation | Based on the gathered requirements, a comprehensive proposal and pricing are developed. | Develop customized PACS solution architecture, select appropriate hardware and software components, prepare detailed technical proposal, generate financial quotation, include implementation timeline. | Formal Proposal Document, Detailed Quotation, Project Timeline. | Service Provider Sales/Technical Team |
| 4 | Contracting & Agreement | Formalizing the engagement through a legally binding contract. | Review and negotiation of proposal terms, signing of Service Level Agreement (SLA) and contract, payment schedule agreement. | Signed Contract/SLA, Purchase Order (PO) from client. | Client Management, Service Provider Legal/Management |
| 5 | System Design & Planning | Detailed design of the PACS system and a comprehensive project plan for implementation. | Finalize system architecture, define data migration strategy, plan network configuration, create detailed installation and configuration schedule, establish communication protocols. | Detailed System Design Document, Implementation Plan, Data Migration Plan, Network Configuration Plan. | Service Provider Technical Team, Client IT Staff |
| 6 | Hardware Procurement & Setup | Acquiring and preparing all necessary hardware for the PACS system. | Procure servers, storage devices, workstations, network equipment, PACS viewing stations; perform initial hardware setup and testing. | Procured and tested hardware components. | Service Provider Procurement/Technical Team, Client IT Staff |
| 7 | Software Installation & Configuration | Installing and configuring the PACS software and its components. | Install PACS server software, modality worklist (MWL) configuration, DICOM routing rules setup, user role and permission configuration, archive configuration, viewer setup, integration with existing Electronic Health Records (EHR) or Hospital Information System (HIS) if applicable. | Installed and configured PACS software, functional PACS modules. | Service Provider Technical Team |
| 8 | Integration & Testing | Ensuring seamless integration with existing systems and thorough testing of all functionalities. | Test DICOM connectivity with imaging modalities, verify data flow from modalities to PACS, test image retrieval and display, perform user acceptance testing (UAT) with key stakeholders, validate integration with HIS/EHR. | Successful integration test reports, UAT sign-off, functional validation reports. | Service Provider Technical Team, Client Clinical/IT Staff |
| 9 | User Training | Equipping end-users with the knowledge and skills to effectively operate the PACS. | Develop training materials, conduct on-site or remote training sessions for radiologists, technicians, and administrators, cover image viewing, reporting, system administration, and troubleshooting. | Trained users, training documentation and materials. | Service Provider Training Specialist, Client End-Users |
| 10 | Go-Live & Deployment | The official launch of the PACS system into the production environment. | Final system checks, phased or full system rollout, real-time monitoring of system performance, initial troubleshooting. | Operational PACS system, initial performance monitoring data. | Service Provider Technical Team, Client IT Staff |
| 11 | Post-Installation Support & Handover | Providing immediate support after go-live and formally handing over the system. | Monitor system performance closely, address any immediate post-deployment issues, provide helpdesk support, document system configuration and operational procedures, formal system handover. | Resolved initial issues, handover documentation, completed knowledge transfer. | Service Provider Support Team, Client IT Staff |
| 12 | Ongoing Maintenance & Support | Ensuring the long-term reliability and optimal performance of the PACS. | Regular system health checks, software updates and patching, performance tuning, proactive issue identification and resolution, ongoing helpdesk support, adherence to SLA. | Maintained and supported PACS system, periodic performance reports. | Service Provider Support Team, Client IT Staff |
PACS Installation & Configuration Service Process in Malawi: Workflow Stages
- Inquiry & Initial Consultation
- Site Assessment & Requirements Gathering
- Proposal & Quotation
- Contracting & Agreement
- System Design & Planning
- Hardware Procurement & Setup
- Software Installation & Configuration
- Integration & Testing
- User Training
- Go-Live & Deployment
- Post-Installation Support & Handover
- Ongoing Maintenance & Support
Pacs Installation & Configuration Service Cost In Malawi
The cost of installing and configuring a Picture Archiving and Communication System (PACS) in Malawi can vary significantly based on several factors. A PACS is a medical imaging technology that stores, retrieves, manages, prints, and shares images and data. Its implementation involves hardware, software, networking, and specialized expertise.
Key Pricing Factors:
- System Size and Complexity: The number of imaging modalities (e.g., X-ray, CT, MRI, Ultrasound), the volume of images to be stored, and the number of users accessing the system will heavily influence costs. Larger, more complex installations require more robust hardware, storage, and potentially more advanced software features.
- Software Licensing: PACS software is typically licensed per user, per modality, or as a perpetual license. The chosen vendor, the specific features included (e.g., advanced visualization, AI integration, RIS integration), and the support level will determine licensing fees.
- Hardware Costs: This includes servers for image storage and processing, workstations for radiologists and clinicians, networking equipment (switches, routers, cabling), and potentially dedicated archive storage solutions (e.g., SANs). The capacity and performance requirements will dictate hardware expenses.
- Implementation and Configuration Services: This encompasses the professional services provided by vendors or third-party integrators. It includes installation, system setup, network configuration, user training, data migration (if applicable), and testing. The duration and complexity of these services are major cost drivers.
- Integration with Existing Systems: Connecting the PACS to existing hospital information systems (HIS), radiology information systems (RIS), or electronic medical records (EMR) can add to the cost, especially if custom interfaces or middleware are required.
- Vendor and Support: Different PACS vendors have varying pricing structures. The level of ongoing support and maintenance required (e.g., 24/7 support, software updates, remote assistance) will also contribute to the total cost of ownership.
- Infrastructure Readiness: The existing IT infrastructure of the healthcare facility plays a role. If significant upgrades to networking or power are needed, this will add to the overall expense.
| Cost Component | Typical Range (MWK) | Notes |
|---|---|---|
| PACS Software Licensing (Annual/Perpetual) | 10,000,000 - 100,000,000+ | Varies based on vendor, features, and user/modality count. Perpetual licenses have a higher upfront cost. |
| Server Hardware (Storage & Processing) | 15,000,000 - 80,000,000+ | Depends on storage capacity, processing power, and redundancy requirements. |
| Workstations (Radiologist/Clinician Viewers) | 2,000,000 - 10,000,000 (per workstation) | High-performance workstations with specialized graphics cards are needed. |
| Networking Equipment | 5,000,000 - 30,000,000+ | Includes switches, routers, cabling, and potentially specialized medical network infrastructure. |
| Implementation & Configuration Services | 20,000,000 - 150,000,000+ | Covers installation, setup, integration, and training. Highly dependent on project scope and vendor rates. |
| Data Migration | 5,000,000 - 50,000,000+ | If migrating from an existing system, costs depend on data volume and complexity. |
| Ongoing Support & Maintenance (Annual) | 5,000,000 - 50,000,000+ | Typically 15-20% of the initial software cost, covering updates, bug fixes, and technical support. |
Estimated Cost Ranges for PACS Installation & Configuration in Malawi (in Malawian Kwacha - MWK)
- Small-scale installations (e.g., single department, limited modalities): MWK 50,000,000 - MWK 150,000,000
- Medium-scale installations (e.g., multiple departments, moderate modalities): MWK 150,000,000 - MWK 400,000,000
- Large-scale or enterprise-level installations (e.g., large hospital network, extensive modalities): MWK 400,000,000+ (can reach several billion MWK for very complex projects)
Affordable Pacs Installation & Configuration Service Options
Investing in a Picture Archiving and Communication System (PACS) is crucial for modern healthcare facilities, but the initial installation and configuration can be a significant expense. This guide explores affordable PACS installation and configuration service options, focusing on understanding value bundles and implementing cost-saving strategies to ensure you get the most out of your PACS investment without breaking the bank.
| Value Bundle Type | Typical Inclusions | Cost-Saving Benefits | Ideal For |
|---|---|---|---|
| Basic Installation & Configuration | Core PACS software installation, initial setup, basic user accounts, network connectivity testing. | Lower upfront cost, suitable for facilities with minimal customization needs. | Small clinics, practices with straightforward imaging needs. |
| Standard Integration Bundle | Includes basic installation plus integration with EMR/HIS, DICOM routing configuration, basic HL7 integration. | Saves time and resources by bundling essential integration services, reduces potential integration errors. | Medium-sized practices, facilities requiring seamless EMR/HIS workflow. |
| Advanced Workflow Optimization | Comprehensive installation, EMR/HIS integration, advanced DICOM routing, custom workflow scripting, user training, PACS administration setup. | Maximizes efficiency and user adoption, reduces training overhead, can lead to long-term operational cost savings. | Hospitals, larger imaging centers, facilities with complex imaging protocols. |
| Cloud-Native PACS Package | Subscription-based access to cloud PACS, includes installation, initial data migration, ongoing maintenance, and support. | Eliminates large upfront hardware costs, predictable monthly expenses, scalable as your needs grow. | Start-ups, facilities prioritizing scalability and reduced IT burden. |
| Hardware & Software Bundles | Often includes PACS software licenses bundled with necessary server hardware, workstations, and potentially archiving solutions at a discounted rate. | Significant savings on hardware acquisition, simplified procurement process. | New facilities or those undergoing complete IT infrastructure upgrades. |
Key Considerations for Affordable PACS Installation & Configuration
- Understand Your Needs: Clearly define your facility's imaging workflow, storage requirements, integration needs with existing EMR/HIS systems, and desired functionalities. This avoids over-purchasing or unnecessary customization.
- Phased Implementation: Consider a phased rollout of your PACS. Start with critical departments and gradually expand, allowing for budget management and learning from initial implementation.
- Cloud vs. On-Premise: Evaluate the long-term cost implications of cloud-based PACS (subscription fees, data transfer) versus on-premise solutions (hardware, maintenance, IT staff). Cloud solutions can offer lower upfront costs.
- Open-Source & Modular Solutions: Explore PACS solutions built on open-source platforms or those offering modular components. This can provide flexibility and reduce vendor lock-in, potentially lowering costs.
- Leverage Existing Hardware: If possible, assess if any of your current IT infrastructure can be repurposed for PACS storage or workstations, reducing hardware acquisition costs.
- Training & Support Packages: Inquire about different levels of training and ongoing support. Bundling these services can sometimes be more cost-effective than purchasing them separately.
- Negotiation & Vendor Comparison: Don't hesitate to negotiate pricing and service terms. Obtain quotes from multiple reputable PACS vendors and compare their offerings thoroughly.
- Managed Services: For smaller practices, consider managed PACS services where a third-party provider handles installation, configuration, maintenance, and IT management, often at a predictable monthly cost.
Verified Providers In Malawi
In Malawi's evolving healthcare landscape, identifying reliable and qualified healthcare providers is paramount. Franance Health stands out as a premier network, distinguished by its rigorous credentialing process that ensures all affiliated providers meet the highest standards of medical expertise, ethical practice, and patient care. This commitment to quality assurance makes Franance Health the optimal choice for individuals seeking trustworthy and effective medical services across Malawi. Their comprehensive verification ensures peace of mind and access to competent healthcare professionals.
| Credentialing Aspect | Franance Health's Standard | Benefit to Patients |
|---|---|---|
| Medical Licenses & Certifications | Verification of current and valid professional licenses and board certifications. | Ensures providers have met national and international standards for practice. |
| Education & Training | Thorough review of academic and postgraduate medical training. | Guarantees providers possess the necessary theoretical knowledge and practical skills. |
| Professional Experience | Assessment of clinical experience and areas of specialization. | Connects patients with specialists best suited for their specific health needs. |
| Background Checks | Comprehensive checks for any past disciplinary actions or malpractice claims. | Upholds patient safety and ethical integrity. |
| Continuing Medical Education (CME) | Confirmation of ongoing engagement in professional development. | Ensures providers are up-to-date with the latest medical advancements and practices. |
| Peer Review | Inclusion in potential peer review processes to monitor quality of care. | Promotes continuous improvement and adherence to best practices. |
Why Franance Health is the Best Choice for Verified Providers in Malawi:
- Rigorous Credentialing: Franance Health employs a multi-faceted credentialing process that scrutinizes the qualifications, experience, and disciplinary history of every provider.
- Commitment to Excellence: All affiliated practitioners adhere to stringent ethical guidelines and are dedicated to delivering exceptional patient care.
- Comprehensive Network: Access a wide range of medical specialists and general practitioners across various therapeutic areas.
- Patient-Centric Approach: Franance Health prioritizes patient well-being, safety, and satisfaction in all aspects of service delivery.
- Trust and Reliability: Partnering with Franance Health offers the assurance of receiving care from vetted and reputable medical professionals.
Scope Of Work For Pacs Installation & Configuration Service
This Scope of Work (SOW) outlines the services for the successful installation and configuration of a Picture Archiving and Communication System (PACS). The objective is to establish a robust, efficient, and secure PACS environment that meets the organization's imaging data management needs. This SOW details the technical deliverables and outlines the standard specifications to be adhered to throughout the project lifecycle.
| Technical Deliverable | Description | Standard Specification |
|---|---|---|
| PACS Server Installation | Installation and setup of the core PACS server(s) including operating system, database, and PACS application software. | Operating System: Latest stable version of Windows Server or Linux distribution (as per client requirement). Database: Oracle, SQL Server, or PostgreSQL (as per client requirement), with appropriate licensing. PACS Application: Vendor-certified PACS software, latest stable release. |
| PACS Client Workstation Installation | Deployment and configuration of PACS viewing and analysis software on designated workstations. | Client OS: Windows 10/11 or macOS (as per client requirement). PACS Viewer: Vendor-certified viewer, compatible with server version. |
| Image Acquisition Gateway Configuration | Setup and configuration of DICOM gateways to receive images from modalities (e.g., X-ray, CT, MRI, Ultrasound). | DICOM Conformance Statement: Provided by the modality vendor and reviewed by the PACS vendor. Network Connectivity: Secure and stable network connection between modalities and PACS gateway. |
| RIS/HIS Integration | Integration of the PACS with the Radiology Information System (RIS) or Hospital Information System (HIS) for seamless workflow. | HL7 Standards: Compliance with relevant HL7 message types (e.g., ORM, ORU) for order and result management. API/Interface: Utilization of vendor-provided APIs or standard interfaces for integration. |
| Image Archiving Configuration | Configuration of storage solutions for long-term archiving of DICOM images. | Storage Media: NAS, SAN, or Cloud Storage solution (as per client requirement). Redundancy: RAID configurations or equivalent for data redundancy and fault tolerance. Retention Policies: Configured according to organizational policies and regulatory requirements. |
| DICOM Conformance & Query/Retrieve | Ensuring proper DICOM compliance and efficient query/retrieve functionality for accessing images. | DICOM Protocol: Adherence to DICOM standards (Part 10, Part 4, etc.). AE Titles & Ports: Correct configuration of Application Entities (AE) titles and network ports for communication. |
| User Role & Access Control Setup | Defining and configuring user roles and permissions for secure access to PACS data. | Authentication: Integration with Active Directory or other LDAP services if required. Authorization: Role-based access control (RBAC) implemented for different user groups (radiologists, technicians, etc.). |
| System Performance Monitoring Tools | Installation and configuration of tools to monitor PACS system performance and identify potential issues. | Monitoring Agents: Vendor-provided or third-party monitoring agents. Alerting Mechanism: Configured for critical system events and performance degradation. |
| Disaster Recovery (DR) Plan & Configuration | Setup and configuration of a disaster recovery solution for PACS data and services. | Backup Strategy: Regular, automated backups of PACS database and images. DR Site: Configuration for failover to a secondary site if applicable. Recovery Time Objective (RTO) & Recovery Point Objective (RPO): Defined and tested to meet business continuity requirements. |
| Security Hardening | Implementation of security measures to protect the PACS environment from unauthorized access and threats. | Firewall Rules: Configured to restrict access to authorized personnel and systems. Encryption: Implementation of data encryption at rest and in transit where applicable. Auditing: Logging of all user activities for security review. |
| System Documentation | Comprehensive documentation of the installed and configured PACS system. | Includes: System architecture diagrams, configuration details, user manuals, administrative guides, and troubleshooting procedures. |
| Testing & Validation Report | Formal report documenting all test cases, results, and sign-off for system functionality and performance. | Test Cases: Covering all critical PACS functions, including image acquisition, viewing, querying, archiving, and integration points. User Acceptance Testing (UAT): Formal sign-off from key stakeholders. |
Project Phases & Activities
- Phase 1: Planning & Design
- Phase 2: Hardware & Software Procurement
- Phase 3: Installation & Integration
- Phase 4: Configuration & Customization
- Phase 5: Testing & Validation
- Phase 6: Training & Handover
- Phase 7: Post-Installation Support
Service Level Agreement For Pacs Installation & Configuration Service
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the PACS (Picture Archiving and Communication System) Installation & Configuration Service provided by [Your Company Name]. This SLA is an addendum to the main service contract and defines the expected levels of service and remedies for failure to meet those levels.
| Service Component | Response Time (Business Hours) | Response Time (Outside Business Hours) | Uptime Guarantee |
|---|---|---|---|
| Initial PACS Installation | N/A (Project-based, defined in separate project plan) | N/A | N/A |
| Core PACS Configuration (e.g., user setup, modality integration) | Within 4 business hours | Within 8 business hours (if critical and support available) | N/A (Installation & configuration are project phases) |
| Post-Installation Configuration Adjustments/Troubleshooting | Within 2 business hours | Within 4 business hours (if critical and support available) | N/A |
| Critical System Failures impacting core PACS functionality (post-installation) | Within 1 business hour | Within 2 business hours (if critical and support available) | 99.5% during defined Service Hours |
| Non-Critical System Issues impacting specific features (post-installation) | Within 4 business hours | Within 8 business hours (if critical and support available) | N/A |
Definitions
- PACS (Picture Archiving and Communication System): The system used for storing, retrieving, distributing, and displaying medical images. This includes the server infrastructure, software applications, workstations, and network components directly associated with the PACS.
- Installation: The process of setting up the PACS hardware and software on the client's premises according to the agreed-upon specifications.
- Configuration: The process of customizing the PACS software and hardware to meet the specific operational needs of the client, including user roles, study workflows, modality integration, and DICOM routing rules.
- Service Request: A formal request submitted by the Client to [Your Company Name] for assistance with installation, configuration, or related issues.
- Incident: Any event which causes, or may cause, an interruption to or a reduction in the quality of the Service.
- Downtime: Any period where the core PACS functionality (image viewing, retrieval, and storage) is unavailable to the Client.
- Business Hours: [Specify your business hours, e.g., Monday to Friday, 9:00 AM to 5:00 PM Local Time, excluding public holidays].
- Response Time: The maximum time allowed for [Your Company Name] to acknowledge a Service Request and begin working on the issue.
- Resolution Time: The maximum time allowed for [Your Company Name] to resolve an Incident and restore Service.
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