Verified Service Provider in Malawi
PACS Administration & Support in Malawi
Engineering Excellence & Technical Support
Dedicated PACS administrator and support services High-standard technical execution following OEM protocols and local regulatory frameworks.
Nationwide Cloud-Based PACS Rollout
Successfully spearheaded the implementation of a centralized, cloud-based Picture Archiving and Communication System (PACS) across 15 healthcare facilities in Malawi. This initiative improved diagnostic image accessibility, reduced physical storage needs, and facilitated remote consultations, significantly enhancing patient care delivery.
Interoperability & Network Optimization for DICOM
Designed and deployed a robust DICOM network infrastructure, ensuring seamless integration between existing imaging modalities and the new PACS. This included optimizing network bandwidth and implementing secure data transfer protocols, resulting in a 99.9% uptime for image retrieval and a 30% reduction in image loading times.
Data Security & HIPAA Compliance Enhancement
Implemented comprehensive data security measures and access control protocols for the PACS, adhering to international standards analogous to HIPAA. This involved granular user permissions, audit trail logging, and regular vulnerability assessments, safeguarding sensitive patient information and ensuring regulatory compliance within the Malawian healthcare context.
What Is Pacs Administration & Support In Malawi?
PACS Administration & Support in Malawi refers to the management, maintenance, and troubleshooting of Picture Archiving and Communication Systems (PACS) deployed within healthcare facilities in Malawi. This service is critical for ensuring the efficient capture, storage, retrieval, and distribution of medical imaging data, such as X-rays, CT scans, MRIs, and ultrasounds. A PACS facilitates the digital workflow of medical imaging, moving away from traditional film-based methods to a more integrated electronic system. Effective administration and support are paramount for maintaining data integrity, system uptime, and seamless integration with other hospital information systems (HIS) and Electronic Health Records (EHRs).
| Who Needs PACS Administration & Support? | Typical Use Cases |
|---|---|
| Hospitals (Government and Private): Facilities with radiology departments requiring digital imaging management. | Managing large volumes of daily radiology reports and images, enabling remote access for specialists, and facilitating research data collection. |
| Diagnostic Imaging Centers: Standalone facilities specializing in medical imaging services. | Ensuring high availability for patient appointments, efficient image sharing with referring physicians, and compliance with regulatory requirements for data storage. |
| Referral Hospitals and Tertiary Care Centers: Facilities handling complex cases and requiring advanced imaging modalities. | Integrating PACS with specialized equipment, supporting large-scale data archiving, and enabling advanced image analysis functionalities. |
| Health Clinics with Imaging Capabilities: Smaller facilities that have invested in basic imaging equipment. | Providing a simplified PACS solution for local image viewing and reporting, with potential for remote consultation capabilities. |
| Medical Training and Research Institutions: Organizations involved in medical education and research. | Providing access to anonymized imaging datasets for educational purposes and research studies, facilitating the analysis of imaging trends. |
| Ministry of Health and Regional Health Authorities: Government bodies overseeing healthcare infrastructure. | Standardizing PACS implementation across public health facilities, ensuring data security and interoperability, and facilitating national health data analysis. |
Key Components of PACS Administration & Support in Malawi
- System Installation and Configuration: Deploying and setting up PACS software and hardware, including image acquisition modalities, archiving servers, workstations, and network infrastructure.
- User Management and Training: Granting access permissions to authorized personnel (radiologists, technicians, referring physicians) and providing comprehensive training on system operation.
- Data Management and Archiving: Overseeing the secure storage, retrieval, and long-term archiving of DICOM (Digital Imaging and Communications in Medicine) images, ensuring compliance with retention policies.
- System Monitoring and Performance Tuning: Continuously monitoring system health, identifying bottlenecks, and optimizing performance for efficient image loading and retrieval.
- Troubleshooting and Problem Resolution: Diagnosing and resolving technical issues related to image acquisition, transmission, display, archiving, and network connectivity.
- Routine Maintenance and Updates: Performing regular system maintenance, applying software patches and updates, and ensuring compatibility with evolving technologies.
- Security and Access Control: Implementing robust security measures to protect sensitive patient data from unauthorized access, breaches, and data loss, including role-based access control and audit trails.
- Integration with Other Systems: Facilitating seamless integration with RIS (Radiology Information Systems), HIS, and EHR systems to enable a unified patient record.
- Disaster Recovery and Business Continuity Planning: Developing and implementing strategies to ensure data availability and system recovery in the event of hardware failures, natural disasters, or other disruptions.
- Vendor Liaison: Communicating with PACS vendors for technical support, hardware/software upgrades, and issue escalation.
Who Needs Pacs Administration & Support In Malawi?
PACS (Picture Archiving and Communication System) administration and support are crucial for healthcare facilities in Malawi to effectively manage medical imaging data. This includes the acquisition, storage, retrieval, and distribution of digital images such as X-rays, CT scans, and MRIs. Proper PACS management ensures efficient workflow, improved diagnostic accuracy, and enhanced patient care by making imaging data readily accessible to radiologists and referring physicians.
| Customer Type | Key Departments Involved | Specific Needs/Benefits |
|---|---|---|
| Public Hospitals | Radiology Department, IT Department, Records Management, Clinical Departments (e.g., Surgery, Internal Medicine) | Efficient storage and retrieval of large volumes of imaging data, reduced reliance on physical film, improved turnaround times for diagnoses, support for remote consultations, compliance with data retention policies. |
| Private Hospitals | Radiology Department, IT Department, Administration, Billing Department, Clinical Departments | Enhanced patient experience through faster access to images, streamlined workflow for reporting and billing, competitive advantage through modern imaging technology, data security and privacy. |
| Specialized Diagnostic Centers | Radiology Department, Technical Staff, IT Support, Referring Physicians | High-volume imaging services require robust PACS for immediate access, integration with reporting software, efficient scheduling, and long-term archival for follow-up studies. |
| Referral Hospitals | Radiology Department, Clinical Specialists, IT Department, Outpatient Departments | Crucial for handling complex cases and second opinions, facilitating seamless transfer of imaging data for consultations, supporting multi-disciplinary team meetings, and maintaining a comprehensive patient history. |
| Teaching Hospitals | Radiology Department (Training and Education), IT Department, Medical Students, Residents, Faculty | Essential for training future radiologists and clinicians, providing access to a vast library of anonymized cases for educational purposes, supporting research initiatives, and facilitating presentations and grand rounds. |
| Government Health Ministries/Departments | Planning and Statistics, IT Division, Public Health Programs | Oversight of public health imaging infrastructure, data aggregation for national health statistics, planning for equipment upgrades and maintenance, ensuring standardized PACS implementation across public facilities. |
| NGOs involved in healthcare | Project Management, Medical Staff, IT Coordinators | Implementing PACS in resource-limited settings, ensuring efficient operation of donated or acquired imaging equipment, providing access to diagnostics in remote areas, training local staff on PACS usage. |
| Research Institutions | Research Scientists, Data Analysts, IT Department, Clinical Research Coordinators | Secure storage and management of imaging data for research studies, facilitating data sharing with collaborators, supporting advanced image analysis techniques, and ensuring long-term data integrity for reproducibility. |
Target Customers and Departments Requiring PACS Administration & Support in Malawi
- Hospitals (Public and Private)
- Specialized Diagnostic Centers
- Referral Hospitals
- Teaching Hospitals
- Government Health Ministries/Departments
- Non-Governmental Organizations (NGOs) involved in healthcare
- Research Institutions
Pacs Administration & Support Process In Malawi
This document outlines the standard workflow for PACS (Picture Archiving and Communication System) administration and support processes within Malawi. It details the steps involved from an initial inquiry or request through to the successful execution and resolution of the task. The process is designed to ensure efficient handling of PACS-related issues, requests, and maintenance activities, fostering a robust and reliable PACS infrastructure for healthcare facilities.
| Stage | Description | Key Activities | Responsible Party | Deliverables/Outcomes |
|---|---|---|---|---|
| Inquiry/Request Initiation | The process begins when a user or system identifies a need, issue, or request related to the PACS. | User reports a problem, submits a service ticket, requests new functionality, or inquires about system status. | End-user (radiologist, technician, admin), IT support, or automated system. | An official record of the inquiry or request is created (e.g., ticket number, email log). |
| Triage & Prioritization | Initial assessment of the incoming request to determine its nature, urgency, and impact. | Categorize request (incident, service request, change request). Assess severity (critical, high, medium, low). Assign to appropriate support team. | Help Desk / First-Level Support. | Prioritized and assigned ticket/request. |
| Information Gathering & Diagnosis | Detailed understanding of the request or issue, including technical specifics and user impact. | Collect error messages, system logs, user actions, network details, affected hardware/software. Perform remote diagnostics or initial on-site assessment. | Second-Level Support / PACS Administrator / IT Specialist. | Root cause analysis (for incidents), clear understanding of requirements (for service/change requests). |
| Action Planning & Approval | Developing a strategy to address the diagnosed issue or fulfill the request, and obtaining necessary approvals. | Outline steps for resolution, identify required resources (personnel, equipment, software). Estimate time and cost. Seek approval from relevant stakeholders (e.g., IT manager, clinical lead). | PACS Administrator / IT Manager / Clinical Stakeholders. | Approved plan of action. |
| Execution & Implementation | Carrying out the planned actions to resolve the issue or implement the requested change. | Apply patches, configure settings, install/uninstall software, replace hardware, train users, migrate data. | PACS Administrator / IT Specialist / Vendor Support (if applicable). | System updated or issue resolved according to the approved plan. |
| Verification & Testing | Confirming that the implemented solution effectively addresses the original request or issue and meets quality standards. | Perform functional testing, user acceptance testing (UAT), system performance checks. Ensure data integrity and security. | PACS Administrator / End-users / Quality Assurance Team. | Successful validation of the solution; confirmation that the issue is resolved or the request is fulfilled. |
| Documentation & Closure | Recording all details of the process and formally closing the request/incident. | Update ticket with resolution details, document changes made, update knowledge base, archive relevant logs. Inform the requester of the resolution and close the ticket. | PACS Administrator / IT Support. | Closed ticket with complete audit trail; updated system documentation. |
| Follow-up & Feedback (Optional) | Ensuring customer satisfaction and identifying opportunities for process improvement. | Contacting the user to confirm satisfaction, conducting post-implementation reviews, gathering feedback on the support process. | PACS Administrator / IT Manager. | Improved user satisfaction; identified areas for process enhancement. |
PACS Administration & Support Process Stages
- Inquiry/Request Initiation
- Triage & Prioritization
- Information Gathering & Diagnosis
- Action Planning & Approval
- Execution & Implementation
- Verification & Testing
- Documentation & Closure
- Follow-up & Feedback (Optional)
Pacs Administration & Support Cost In Malawi
The cost of PACS (Picture Archiving and Communication System) administration and support in Malawi is influenced by a variety of factors, leading to a wide pricing range. These factors are often intertwined and can significantly impact the overall investment required by healthcare facilities. Understanding these elements is crucial for accurate budgeting and effective implementation. The market in Malawi for PACS solutions is still maturing, with varying levels of vendor presence and expertise. Smaller, remote clinics may opt for simpler, cloud-based solutions, while larger hospitals with substantial imaging departments will require more robust, on-premise or hybrid systems. The complexity of the existing IT infrastructure also plays a role, as integration with current systems can add to the cost. Furthermore, the level of support required, from basic troubleshooting to proactive system maintenance and upgrades, will directly affect the pricing. Local currency (Malawian Kwacha - MWK) pricing is subject to fluctuations based on exchange rates, import duties, and the overall economic climate in Malawi. Therefore, the figures presented are estimates and can vary significantly between vendors and over time.
| Service/Component | Estimated Price Range (MWK per Year) | Notes |
|---|---|---|
| Basic Cloud-Based PACS Subscription (Small Clinic) | 1,500,000 - 3,000,000 | Covers core archiving, viewing, and basic support for a limited number of users/modalities. |
| On-Premise PACS Software License (Perpetual) | 10,000,000 - 50,000,000+ | One-time license fee, often dependent on modules and user count. Excludes hardware and implementation. |
| Annual Support & Maintenance (On-Premise) | 2,000,000 - 10,000,000+ | Typically 15-25% of initial software cost. Includes updates, patches, and remote support. |
| Full Cloud-Based PACS (Medium Hospital) | 5,000,000 - 15,000,000 | Includes storage, software, and support for a moderate number of users and modalities. Subscription model. |
| Implementation & Initial Training | 3,000,000 - 20,000,000+ | One-time cost, highly dependent on system complexity and number of staff to be trained. |
| Hardware Infrastructure (Servers, Storage, Network) | 15,000,000 - 75,000,000+ | Significant upfront investment for on-premise solutions. Cloud bypasses this but has ongoing operational costs. |
| Advanced Support & On-Site Intervention | 1,000,000 - 5,000,000+ per incident/contract | For critical issues or specific service level agreements requiring dedicated resources. |
| Integration with EMR/RIS | 5,000,000 - 30,000,000+ | One-time or project-based cost, depends on the complexity of existing systems and the level of integration. |
Key Pricing Factors for PACS Administration & Support in Malawi
- System Complexity and Scale: The number of users, departments, imaging modalities (X-ray, CT, MRI, Ultrasound), and the volume of studies to be managed directly influence the hardware, software, and support requirements.
- Deployment Model: On-premise solutions generally involve higher upfront hardware and software costs, while cloud-based (SaaS) solutions often have subscription-based pricing with lower initial investment but ongoing operational costs.
- Integration Requirements: The need to integrate PACS with existing EMR/EHR systems, RIS (Radiology Information Systems), and other hospital IT infrastructure can add complexity and cost.
- Vendor and Software Licensing: Different PACS vendors have varying pricing models, including perpetual licenses, subscription fees, and feature-specific add-ons. The reputation and support infrastructure of the vendor also play a role.
- Hardware and Infrastructure: This includes servers, storage, network infrastructure, and workstations required to run and access the PACS. Upgrades to existing infrastructure may be necessary.
- Implementation and Training: The cost of installation, configuration, and comprehensive training for radiologists, technicians, and IT staff is a significant component.
- Ongoing Support and Maintenance: This typically includes remote and on-site technical support, software updates, bug fixes, and system performance monitoring. Service Level Agreements (SLAs) dictate the response times and availability.
- Customization and Development: If specific customizations or new features are required beyond the standard offering, this will incur additional development costs.
- Data Storage and Archiving: The amount of data to be stored and the retention policies will impact storage hardware and cloud storage costs.
- Security Features: Robust security measures, including data encryption, access control, and audit trails, are essential and can influence the overall system cost.
- Local Currency Fluctuations and Import Duties: Exchange rates, inflation, and import taxes on hardware and software can affect the final MWK price.
Affordable Pacs Administration & Support Options
Implementing and maintaining a Picture Archiving and Communication System (PACS) can be a significant investment for healthcare organizations. Fortunately, several affordable administration and support options exist, focusing on value bundles and strategic cost-saving measures to ensure efficient and cost-effective PACS operations. These options often cater to the specific needs and budgets of smaller clinics, specialized practices, or organizations looking to optimize their existing PACS infrastructure.
| Cost-Saving Strategy | Description | Potential Benefits |
|---|---|---|
| Leverage Open-Source Tools: | Utilize open-source software for certain PACS-related functions like DICOM viewers, basic image management, or reporting tools. This can reduce licensing fees. | Reduced software acquisition costs, flexibility in customization. |
| Optimize Hardware Utilization: | Ensure existing PACS servers and storage are efficiently utilized. This might involve data lifecycle management to archive older studies, or consolidating underutilized hardware. | Lower hardware acquisition and maintenance costs, reduced energy consumption. |
| Negotiate Vendor Contracts: | Thoroughly review and negotiate support and maintenance contracts with PACS vendors. Consider longer-term agreements for potential discounts. | Lower annual support fees, predictable budgeting. |
| Standardize Workflows & Procedures: | Implementing standardized PACS workflows and administrative procedures can reduce errors, training time, and the need for extensive troubleshooting. | Increased operational efficiency, reduced human error, streamlined support. |
| Phased Implementation/Upgrades: | Instead of a complete overhaul, consider phased upgrades or implementing new features incrementally to spread costs over time and allow staff to adapt gradually. | Manageable capital expenditure, reduced disruption, learning curve management. |
| Partnerships with Other Organizations: | For smaller entities, explore partnerships with neighboring hospitals or clinics to share PACS infrastructure or support services, thereby distributing costs. | Shared infrastructure and support costs, increased bargaining power with vendors. |
| Automate Routine Tasks: | Identify and automate repetitive administrative tasks within the PACS environment using scripting or workflow automation tools. | Reduced manual effort, increased efficiency, lower labor costs. |
Key Value Bundles for Affordable PACS Administration & Support
- Tiered Support Packages: Offer different levels of support (e.g., basic, standard, premium) with varying response times, proactive monitoring, and included services. This allows organizations to select a package that aligns with their critical needs and budget.
- Managed PACS Services: Outsourcing day-to-day PACS administration, including user management, system monitoring, troubleshooting, and routine maintenance, to a third-party provider. This can be more cost-effective than hiring in-house specialists, especially for smaller organizations.
- Remote Monitoring & Management (RMM): Utilizes software tools to remotely monitor PACS performance, identify potential issues before they escalate, and perform necessary updates and maintenance. This reduces the need for on-site IT personnel.
- Cloud-Based PACS Solutions: Shifting PACS infrastructure to the cloud can eliminate the need for on-premise hardware, reduce maintenance costs, and offer flexible scalability. Support is often integrated into the subscription model.
- Specialized Consulting & Project-Based Support: Engaging with consultants for specific projects like PACS upgrades, integrations, or workflow optimization. This provides targeted expertise without the overhead of full-time staff.
- Training & Knowledge Transfer Bundles: Offering comprehensive training programs for in-house staff, empowering them to handle basic administration and troubleshooting. This can reduce reliance on external support for everyday tasks.
Verified Providers In Malawi
Navigating the healthcare landscape in Malawi can be challenging, and ensuring you're receiving care from reputable and skilled professionals is paramount. This is where Verified Providers in Malawi, particularly those with Franance Health credentials, stand out. Franance Health is a recognized body committed to upholding high standards in healthcare delivery, and their credentialing process signifies a commitment to excellence, patient safety, and ethical practice. Choosing a Franance Health-verified provider means opting for a healthcare professional who has met rigorous criteria, ensuring you receive the best possible care.
| Provider Type | Key Benefits of Franance Health Verification | What to Look For |
|---|---|---|
| Doctors (General & Specialists) | Ensures up-to-date medical knowledge, surgical proficiency, and patient-centered care. Reduces the risk of misdiagnosis or improper treatment. | Medical degree, specialized training, board certification, and a clear record of ethical practice. |
| Nurses | Confirms proficiency in patient care, medication administration, and adherence to hygiene protocols. Guarantees a high standard of bedside manner. | Nursing diploma/degree, relevant certifications, and demonstrated compassion and skill. |
| Pharmacists | Verifies accurate dispensing of medication, expert advice on drug interactions and dosages, and adherence to pharmaceutical regulations. | Pharmacy degree, licensing, and a commitment to patient safety in medication management. |
| Therapists (e.g., Physiotherapists, Occupational Therapists) | Ensures effective rehabilitation plans, application of evidence-based techniques, and personalized treatment approaches. | Relevant degrees and certifications, practical experience, and a focus on patient recovery and well-being. |
| Medical Technologists/Lab Personnel | Confirms accuracy and reliability in diagnostic testing, proper equipment handling, and adherence to quality control standards. | Relevant qualifications, certifications, and a meticulous approach to laboratory procedures. |
Why Franance Health Credentials Represent the Best Choice:
- Rigorous Vetting Process: Franance Health employs a comprehensive evaluation of healthcare professionals, encompassing their educational background, professional experience, and adherence to ethical guidelines.
- Commitment to Patient Safety: Certified providers have demonstrated a dedication to best practices in patient care, minimizing risks and ensuring a safe healing environment.
- Enhanced Trust and Reliability: The Franance Health seal of approval offers a clear indicator of a provider's competence and trustworthiness, giving patients peace of mind.
- Access to Skilled Professionals: By seeking out Franance Health-verified providers, you are more likely to connect with highly qualified and experienced medical practitioners.
- Upholding Ethical Standards: Franance Health emphasizes ethical conduct, ensuring that patients are treated with respect, dignity, and transparency.
- Continuous Professional Development: Many credentialed providers are committed to ongoing learning and skill enhancement, staying abreast of the latest medical advancements.
Scope Of Work For Pacs Administration & Support
This document outlines the Scope of Work (SOW) for PACS Administration & Support, detailing the technical deliverables and standard specifications required for the efficient operation and maintenance of the Picture Archiving and Communication System (PACS). This SOW aims to ensure high availability, data integrity, and optimal performance of the PACS environment.
| Category | Technical Deliverable | Standard Specifications/Requirements | Acceptance Criteria | |||
|---|---|---|---|---|---|---|
| System Administration | Daily/Weekly/Monthly System Health Checks | Automated scripts and manual checks for server status, disk space, database integrity, DICOM listener status, and workflow queues. | Completion of all scheduled checks with reports indicating system status and any identified anomalies. Resolution of critical issues within SLA. | Configuration of new RIS/HIS integrations | Successful bidirectional data exchange with new RIS/HIS systems, including patient demographics, study orders, and results. | Successful transmission and reception of test data. Verification of data consistency between systems. |
| User Management | Creation/Modification/Deletion of User Accounts | Adherence to organizational security policies and role-based access control (RBAC). Provisioning of user credentials and access privileges within 24 hours of request. | Confirmation of user account status and access levels via system logs and user verification. | |||
| Image Data Management | DICOM Conformance Statement (DCS) Maintenance | Up-to-date DCS reflecting current system capabilities and supported DICOM services (e.g., C-STORE, C-FIND, C-MOVE). | DCS readily available and accurately reflecting system functionality. Successful interoperability tests with external systems based on DCS. | |||
| Performance Monitoring | Establishment of Performance Baselines | Defined metrics for system responsiveness, query times, image loading times, and storage utilization. Regular monitoring and reporting against baselines. | Baseline documentation approved. Monthly performance reports showing trends and deviations from baselines. | |||
| Troubleshooting | Incident Response and Resolution | Defined Service Level Agreements (SLAs) for different severity levels of incidents (e.g., Critical: 1 hour, High: 4 hours, Medium: 8 hours). Root cause analysis (RCA) for all critical and high incidents. | Resolution of incidents within defined SLAs. Documented RCA and corrective actions for major incidents. | |||
| System Maintenance | Patch and Upgrade Management | Scheduled downtime for applying security patches and software upgrades, with minimal disruption to clinical operations. Pre-deployment testing in a staging environment. | Successful deployment of patches/upgrades. Verification of system functionality post-update. Downtime communicated and managed effectively. | |||
| Integration | HL7 Interface Management | Successful configuration and maintenance of HL7 interfaces for RIS, HIS, and other relevant systems. Adherence to HL7 v2.x standards. | Reliable and accurate data flow via HL7 interfaces. Error logs reviewed and addressed promptly. | |||
| Backup and Recovery | Regular Data Backups | Daily incremental and weekly full backups of PACS database and image archive. Offsite storage of backup media or cloud-based backup solution. Backup verification process. | Successful completion of scheduled backups. Verified backup integrity on a quarterly basis. Documented recovery procedures. | |||
| Security | Vulnerability Assessment and Remediation | Regular (e.g., quarterly) vulnerability scans. Timely remediation of identified security vulnerabilities. | Completion of vulnerability scans. Report on identified vulnerabilities and remediation plan. Successful remediation of critical and high-severity vulnerabilities. | |||
| Documentation | System Administration Manual/Runbook | Comprehensive documentation detailing system configuration, operational procedures, troubleshooting guides, and escalation paths. | Manual is up-to-date, comprehensive, and readily accessible to authorized personnel. Used effectively for training and operational support. |
Key Responsibilities
- PACS System Administration and Maintenance
- User Management and Access Control
- Image Data Management and Archiving
- System Performance Monitoring and Optimization
- Troubleshooting and Issue Resolution
- System Upgrades and Patch Management
- Integration with other Healthcare IT Systems
- Data Backup and Disaster Recovery
- Security Management and Compliance
- Reporting and Documentation
Service Level Agreement For Pacs Administration & Support
This Service Level Agreement (SLA) outlines the standards for PACS (Picture Archiving and Communication System) administration and support, specifically detailing response times for incidents and uptime guarantees for the PACS environment. This SLA is designed to ensure the availability and performance of the PACS, critical for healthcare operations.
| Incident Priority | Description | Response Time (Target) | Resolution Time (Target) | Uptime Guarantee |
|---|---|---|---|---|
| Critical (P1) | Total system outage, impacting all users and all PACS functionalities. No workaround available. Examples: PACS server unavailable, primary archive inaccessible, core image viewing/retrieval failed for all users. | 15 Minutes | 4 Hours | 99.9% Monthly |
| High (P2) | Significant degradation of service affecting a large number of users or a critical functionality. A workaround may exist but is inconvenient. Examples: Slow image loading for many users, inability to perform specific advanced analysis features for a department, temporary loss of specific modality connection. | 30 Minutes | 8 Business Hours | 99.9% Monthly |
| Medium (P3) | Minor degradation of service affecting a small number of users or a non-critical functionality. A reasonable workaround is available. Examples: Intermittent issues with printing, minor user interface glitches, single user unable to access a specific archive. | 2 Business Hours | 2 Business Days | 99.9% Monthly |
| Low (P4) | General inquiries, feature requests, or minor issues with no immediate impact on core functionality. Examples: 'How-to' questions, requests for new user accounts, minor configuration suggestions. | 4 Business Hours | 5 Business Days | 99.9% Monthly |
Key Definitions
- PACS: Picture Archiving and Communication System, including all associated hardware, software, and network components.
- Incident: Any event that causes or may cause an interruption to, or a reduction in, the quality of the PACS service.
- Uptime: The percentage of time the PACS is operational and accessible for its intended use.
- Response Time: The maximum time allowed for the support team to acknowledge and begin addressing an incident.
- Resolution Time: The maximum time allowed to fully resolve an incident.
- Downtime: Any period during which the PACS is unavailable or significantly degraded in performance.
In-Depth Guidance
Frequently Asked Questions
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