Verified Service Provider in Mozambique
Dose Management Program in Mozambique
Engineering Excellence & Technical Support
Monitor and optimize patient radiation dose across modalities. High-standard technical execution following OEM protocols and local regulatory frameworks.
Digital Patient Records for Enhanced Adherence
Implemented a robust digital patient record system that securely stores medication histories, treatment plans, and adherence data. This allows healthcare providers to monitor patient progress, identify potential adherence challenges proactively, and personalize interventions, leading to improved treatment outcomes.
Barcode-Enabled Medication Dispensing
Integrated barcode scanning technology into the medication dispensing process. This significantly reduces dispensing errors by ensuring patients receive the correct medication, dosage, and quantity, thereby enhancing patient safety and program integrity.
Real-time Data Analytics for Program Optimization
Established a data analytics platform that collects and analyzes real-time program data on medication consumption, patient demographics, and geographical distribution. This enables data-driven decision-making for resource allocation, supply chain management, and identification of high-risk areas, leading to greater program efficiency and impact.
What Is Dose Management Program In Mozambique?
A Dose Management Program (DMP) in Mozambique is a structured initiative designed to ensure the optimal and appropriate use of pharmaceutical products, particularly in the context of public health programs. It encompasses a range of activities aimed at improving the selection, procurement, storage, distribution, prescribing, dispensing, and patient adherence to medications. The overarching goal is to maximize therapeutic efficacy, minimize drug-related morbidity and mortality, prevent the development of antimicrobial resistance, and optimize resource allocation within the healthcare system. DMPs are critical for both public and private healthcare sectors in Mozambique, ensuring that vital medicines are available, accessible, and utilized safely and effectively.
| Who Needs Dose Management Programs? | Typical Use Cases |
|---|---|
| Patients: All individuals receiving pharmaceutical treatment, to ensure they receive the correct medication at the appropriate dose and duration for optimal outcomes and to minimize side effects. | Management of Chronic Diseases: Ensuring consistent and effective management of conditions like hypertension, diabetes, HIV/AIDS, and tuberculosis through appropriate medication regimens and adherence support. |
| Healthcare Professionals (Prescribers & Dispensers): Physicians, nurses, pharmacists, and other allied health professionals who prescribe and dispense medications, to ensure adherence to guidelines and best practices. | Infectious Disease Control: Optimizing the use of antimicrobials, antiparasitics, and antiretrovirals to maximize treatment efficacy and prevent the emergence of drug resistance. |
| Public Health Program Managers: Overseeing national and sub-national health initiatives, to ensure efficient allocation of resources and effective drug utilization within specific disease programs. | Maternal and Child Health: Ensuring appropriate use of medications during pregnancy, childbirth, and infancy, including prophylaxis and treatment for common childhood illnesses. |
| Pharmaceutical Procurement & Supply Chain Personnel: Responsible for the acquisition, storage, and distribution of medicines, to ensure availability of correct formulations and dosages. | Management of Non-Communicable Diseases (NCDs): Ensuring appropriate long-term management of conditions like cardiovascular diseases, cancer, and mental health disorders. |
| Healthcare Facilities (Hospitals, Clinics): To standardize drug use within the institution, implement formulary policies, and monitor drug consumption. | Emergency and Trauma Care: Ensuring the availability and appropriate administration of critical medications during emergencies. |
| Regulatory Bodies: Overseeing pharmaceutical quality, safety, and efficacy, and enforcing compliance with drug regulations. | Antimalarial Treatment: Ensuring correct diagnosis and appropriate use of antimalarials to combat drug resistance and improve treatment outcomes. |
| International and Non-Governmental Organizations (NGOs): Involved in health program implementation and funding, to ensure accountability and effectiveness of pharmaceutical interventions. | Vaccine Administration and Cold Chain Management: Ensuring the correct dosage and appropriate handling of vaccines to maintain efficacy. |
| Pain Management: Optimizing the use of analgesics to provide effective pain relief while minimizing risks of dependence and side effects. | |
| Specialized Therapies: Managing complex drug regimens for conditions like cancer, organ transplantation, and autoimmune diseases. |
Key Components of a Dose Management Program in Mozambique:
- Pharmaceutical Procurement and Supply Chain Management: Ensuring access to quality-assured medicines through efficient forecasting, tendering, and inventory control.
- Standard Treatment Guidelines (STGs) and Essential Medicines List (EML) Implementation: Promoting the use of evidence-based treatment protocols and prioritizing essential medicines for common health conditions.
- Prescribing Practices and Rational Drug Use (RDU) Promotion: Educating healthcare professionals on appropriate drug selection, dosing, duration of therapy, and avoidance of unnecessary or irrational prescriptions.
- Dispensing Practices and Patient Counseling: Ensuring correct drug dispensing, clear instructions for use, and effective patient education to enhance adherence and minimize errors.
- Therapeutic Drug Monitoring (TDM): For specific drugs with narrow therapeutic windows, TDM helps individualize dosing to achieve optimal efficacy and safety.
- Pharmacovigilance and Adverse Drug Reaction (ADR) Reporting: Establishing systems to detect, assess, report, and prevent ADRs.
- Antimicrobial Stewardship Programs (ASPs): Focused efforts to combat antimicrobial resistance by promoting judicious use of antibiotics.
- Data Collection, Monitoring, and Evaluation: Tracking drug utilization patterns, program effectiveness, and identifying areas for improvement.
- Training and Capacity Building: Equipping healthcare professionals and supply chain personnel with the knowledge and skills necessary for effective dose management.
Who Needs Dose Management Program In Mozambique?
Effective dose management programs are crucial in Mozambique to ensure patient safety, optimize resource utilization, and improve the quality of healthcare delivery. These programs are not a one-size-fits-all solution and are most beneficial for specific target customer groups and departments within the healthcare system.
| Target Customer Group | Key Rationale for Dose Management | Relevant Departments/Service Areas |
|---|---|---|
| Pediatric Patients | Growth and developmental stage impact drug metabolism and sensitivity. Small body sizes necessitate precise dosing. | Pediatric Wards, NICUs, General Outpatient Clinics |
| Elderly Patients | Age-related physiological changes (e.g., reduced renal/hepatic function) affect drug pharmacokinetics. Polypharmacy increases interaction risks. | Geriatric Wards, Internal Medicine, General Outpatient Clinics |
| Patients with Organ Impairment (Renal/Hepatic) | Altered drug clearance requires significant dose adjustments to prevent accumulation and toxicity. | Internal Medicine, Nephrology, Hepatology, ICU |
| Oncology Patients | Highly potent drugs with narrow therapeutic windows. Dose optimization is critical for efficacy and minimizing toxicity. | Oncology Departments, Infusion Clinics |
| Critically Ill Patients (ICU) | Rapidly changing physiological status and the need for continuous infusions require precise and frequent dose adjustments. | Intensive Care Units (ICUs) |
| Pregnant and Breastfeeding Women | Potential risks to the fetus or infant necessitate careful selection and dosing of medications. | Maternity Wards, Antenatal Clinics, Pediatric Clinics |
| Patients on Narrow Therapeutic Index Drugs | Small changes in dose can lead to significant differences in efficacy or toxicity. | Cardiology, Neurology, Psychiatry, Internal Medicine |
Target Customers and Departments for Dose Management Programs in Mozambique
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- {"items":["Pediatric Wards and Neonatal Intensive Care Units (NICUs): High-risk populations with specific dosing needs.","Oncology Departments: Management of highly potent and toxic chemotherapy drugs.","Intensive Care Units (ICUs): Critically ill patients requiring continuous infusion of medications and precise monitoring.","Emergency Departments: Rapid administration of critical medications where accurate dosing is life-saving.","Maternity Wards and Antenatal/Postnatal Clinics: Safe medication use during pregnancy and lactation.","Infectious Disease Clinics (e.g., HIV/AIDS, Tuberculosis, Malaria): Management of complex drug regimens and potential drug interactions.","Outpatient Pharmacies (especially those serving chronic disease patients): Ensuring correct dispensing and patient education on medication use.","Surgical Units: Peri-operative medication management, including anesthesia and pain control.","Radiology and Nuclear Medicine Departments: Safe and effective use of radiopharmaceuticals, requiring precise dose calculations.","Hospitals and larger health centers with a significant patient load and a range of specialized services.","District and Provincial Hospitals: Central hubs for healthcare delivery, often managing diverse patient needs."],"title":"Target Departments/Service Areas"}
Dose Management Program Process In Mozambique
The Dose Management Program (DMP) in Mozambique is a critical initiative designed to ensure the safe and effective use of specific medications, often those with a narrow therapeutic index, high potential for misuse, or requiring precise dosing. The workflow encompasses a comprehensive process from the initial inquiry to the final execution and monitoring of medication administration, emphasizing patient safety and optimal therapeutic outcomes.
| Stage | Description | Key Activities | Responsible Parties | Key Considerations |
|---|---|---|---|---|
| Inquiry and Prescription Review | The process begins when a healthcare provider prescribes a medication requiring dose management. | Healthcare provider writes prescription, pharmacist reviews prescription for clarity, accuracy, and drug-drug interactions. | Prescribing Physician/Healthcare Provider, Pharmacist. | Clarity of prescription, patient's medical history, potential contraindications, availability of medication. |
| Patient Assessment and Eligibility | Determining if the patient meets the criteria for the DMP and assessing individual needs. | Reviewing patient's weight, age, renal/hepatic function, allergies, concurrent medications, and specific disease state. | Nurse, Pharmacist, Physician. | Accurate patient data, understanding of eligibility criteria, identification of potential risks. |
| Dose Calculation and Verification | Precisely calculating the appropriate dosage based on patient-specific factors and verifying the accuracy. | Utilizing standard protocols, weight-based calculations, or formula-driven calculations; independent double-checking of calculations. | Pharmacist, Nurse (for verification). | Use of approved dosing charts/software, clarity of calculation method, meticulous double-checking. |
| Medication Preparation and Dispensing | Preparing and dispensing the medication in the correct concentration and volume. | Drawing up medication into syringes, preparing infusions, labeling with patient name, drug, dose, route, and time. | Pharmacist, Pharmacy Technician, Nurse (under supervision). | Aseptic technique, accurate labeling, appropriate storage conditions, timely preparation. |
| Administration and Monitoring | Administering the medication safely and continuously monitoring the patient's response. | Administering medication at prescribed time and rate, observing for therapeutic effects and adverse reactions, vital sign monitoring, blood level monitoring (if applicable). | Nurse, Physician. | Correct route of administration, adherence to infusion rates, prompt recognition of side effects, communication of patient status. |
| Documentation and Record Keeping | Maintaining comprehensive and accurate records of all aspects of the DMP. | Recording prescription details, patient assessment findings, dose calculations, medication preparation, administration times, patient responses, and any interventions. | Nurse, Pharmacist, Physician. | Legibility, completeness, accuracy, adherence to facility record-keeping policies, accessibility for review. |
| Program Evaluation and Feedback | Regularly reviewing the effectiveness of the DMP and identifying areas for improvement. | Analyzing patient outcomes, identifying trends in errors or adverse events, gathering feedback from staff, implementing revised protocols or training. | DMP Committee, Pharmacy Department, Nursing Leadership, Clinical Governance Team. | Data-driven decision making, continuous quality improvement, incorporation of lessons learned. |
Dose Management Program Workflow in Mozambique
- Inquiry and Prescription Review
- Patient Assessment and Eligibility
- Dose Calculation and Verification
- Medication Preparation and Dispensing
- Administration and Monitoring
- Documentation and Record Keeping
- Program Evaluation and Feedback
Dose Management Program Cost In Mozambique
Managing the cost of dose management programs in Mozambique is a complex undertaking influenced by various local factors. These programs, crucial for ensuring effective and safe medication use, encompass procurement, storage, distribution, and monitoring of pharmaceutical supplies. The pricing of these services and the associated medications is not static and can fluctuate significantly due to a confluence of economic, logistical, and systemic considerations. Understanding these pricing factors is vital for effective budgeting, resource allocation, and ultimately, successful public health outcomes in Mozambique.
| Cost Component | Estimated Range (MZN per unit/service) | Notes |
|---|---|---|
| Procurement of Essential Medicines (e.g., antimalarials, antibiotics, antiretrovirals) | 10 - 5,000+ MZN per pack/vial | Highly variable based on drug type, quantity, and source (local vs. international). Bulk purchasing and direct sourcing can reduce per-unit costs. |
| Cold Chain Logistics (per kilometer/per refrigerated unit) | 50 - 500 MZN | Includes fuel, vehicle maintenance, and specialized cold chain equipment. Highly dependent on road conditions and distance. |
| Warehousing (per square meter per month) | 500 - 2,000 MZN | Varies based on location, security, and climate control features. Includes utilities and maintenance. |
| Pharmacist/Technician Salary (monthly) | 25,000 - 60,000 MZN | Depends on experience, qualifications, and location (urban vs. rural). |
| Inventory Management Software License (annual) | 100,000 - 500,000+ MZN | Cost varies with software complexity, features, and vendor. May include implementation and support fees. |
| Quality Control Testing (per sample) | 5,000 - 20,000 MZN | Cost depends on the type of test and laboratory capacity. |
| Program Management Overhead (as a percentage of total program cost) | 5% - 15% | Covers administrative salaries, office expenses, monitoring, and evaluation activities. |
| Import Duty and VAT (percentage of CIF value) | 0% - 30% (variable) | Specific rates depend on the type of pharmaceutical and government policy. Essential medicines may have lower or exempted rates. |
Key Pricing Factors for Dose Management Programs in Mozambique
- Pharmaceutical Procurement Costs: The base cost of medications is a primary driver. This is influenced by international market prices, supplier negotiations, bulk purchasing agreements, and the specific origin of the drugs (generic vs. branded, local vs. imported).
- Import Duties and Taxes: Mozambique levies import duties and value-added tax (VAT) on pharmaceuticals, which directly increase the landed cost of imported medicines.
- Logistics and Transportation: The vast geographical spread of Mozambique, coupled with its infrastructure challenges (road conditions, fuel availability, security risks), significantly inflates transportation costs from ports to central warehouses, and then to regional and local health facilities. This includes warehousing, handling, and cold chain maintenance costs.
- Storage and Warehousing: Maintaining appropriate storage conditions, especially for temperature-sensitive medications, requires specialized facilities, energy (electricity, generators), and trained personnel. These operational costs contribute to the overall program expense.
- Human Resources and Training: The salaries of pharmacists, technicians, logistics officers, and healthcare workers involved in dose management, along with costs for their ongoing training and professional development, represent a substantial portion of program expenditure.
- Technology and Information Systems: Implementing and maintaining software for inventory management, tracking drug consumption, and forecasting needs incurs costs related to licensing, hardware, and IT support.
- Quality Assurance and Control: Ensuring the quality and efficacy of pharmaceuticals involves testing, inspections, and adherence to regulatory standards, all of which have associated costs.
- Program Administration and Overhead: General administrative expenses, including management, planning, monitoring, evaluation, and office supplies, are factored into the overall program cost.
- Currency Fluctuations: The Mozambican Metical (MZN) is subject to exchange rate fluctuations against major international currencies. This impacts the cost of imported drugs and equipment.
- Security and Diversion Prevention: Measures to prevent theft and diversion of medications, such as enhanced security protocols and inventory tracking, add to the program's financial burden.
- Disease Burden and Demand: Higher prevalence of certain diseases naturally increases the demand for specific medications, influencing procurement volumes and thus overall expenditure.
- Government Subsidies and Donor Funding: The extent of government allocation and external donor support can significantly influence the out-of-pocket cost to the program or health facilities.
Affordable Dose Management Program Options
Navigating dose management programs can be complex, but understanding your options and leveraging cost-saving strategies is key to affordability. This guide explores value bundles and other effective cost-saving measures within dose management.
| Cost-Saving Strategy | Description | Example in Dose Management |
|---|---|---|
| Generic Medication Substitution | Using the less expensive generic version of a brand-name drug when available. | Opting for generic warfarin instead of Coumadin® when clinically appropriate. |
| Tiered Co-payment Structures | Insurance plans often assign different co-payment levels to medications, with generics typically being in the lowest tier. | A preferred generic medication might have a $10 co-pay, while a preferred brand name has a $40 co-pay. |
| Mail-Order Pharmacies | These pharmacies can sometimes offer lower prices due to reduced overhead costs, especially for maintenance medications. | Ordering a 90-day supply of your blood thinner through an online mail-order service for a potential discount. |
| Manufacturer Discount Programs & Coupons | Pharmaceutical companies often provide coupons or discount cards for their brand-name drugs. | Using a coupon from a pharmaceutical company to reduce the out-of-pocket cost of a new biologic medication. |
| Patient Assistance Programs (PAPs) | Programs offered by manufacturers or non-profit organizations to help eligible low-income patients afford their medications. | Applying for a PAP if you have limited insurance coverage and cannot afford your prescribed injectable medication. |
| Home Delivery of Supplies | For chronic conditions requiring regular supplies (e.g., insulin pens, test strips), bundled home delivery can sometimes be more cost-effective and convenient. | A value bundle that includes medication, a blood glucose meter, and monthly delivery of test strips and lancets. |
| Preventative Care and Education | Investing in patient education and adherence support can prevent costly complications and hospitalizations. | A dose management program that includes a nurse educator to help patients manage their anticoagulant therapy, reducing the risk of bleeds or clots. |
| Telehealth Consultations | Utilizing virtual appointments for follow-up care can reduce travel costs and time off work. | Having a follow-up dose adjustment consultation with your doctor via video call instead of an in-person visit. |
Understanding Value Bundles in Dose Management
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- {"title":"Benefits of Value Bundles","description":"Bundles often offer a more predictable cost, potentially lower overall expenses compared to purchasing individual components, and a streamlined approach to managing a specific condition or treatment regimen. They can also encourage adherence and better health outcomes by integrating essential support services."}
- {"title":"Types of Value Bundles","description":"Common bundle types might focus on specific chronic diseases (e.g., diabetes, heart failure), drug classes (e.g., biologics, anticoagulants), or patient support programs. Each bundle is designed to address the holistic needs of a patient undergoing a particular treatment."}
- {"title":"How to Find and Utilize Value Bundles","description":"Inquire with your healthcare provider, insurance company, or pharmaceutical manufacturer about available dose management value bundles. Understand what is included, any eligibility criteria, and compare them to your individual needs and costs."}
Verified Providers In Mozambique
In the evolving landscape of healthcare in Mozambique, identifying and engaging with verified providers is paramount for ensuring quality, safety, and ethical medical services. Franance Health stands out as a leading entity that not only verifies healthcare providers but also upholds stringent credentialing standards. This dedication makes Franance Health and its network of verified providers the premier choice for individuals and organizations seeking reliable healthcare solutions in Mozambique.
| Credentialing Aspect | Franance Health's Approach | Benefit to Patients |
|---|---|---|
| Medical License Verification | Thoroughly checks the validity and current standing of all medical licenses. | Ensures practitioners are legally authorized and qualified to practice. |
| Educational and Professional Qualifications | Validates degrees, diplomas, and specialized training from accredited institutions. | Guarantees that providers possess the necessary academic and practical expertise. |
| Professional Experience Review | Assesses previous work history, practice locations, and references. | Confirms a history of competent and satisfactory patient care. |
| Background and Disciplinary Checks | Conducts checks for any past malpractice suits, disciplinary actions, or criminal records. | Safeguards patients from potential risks and unethical behavior. |
| Continuing Medical Education (CME) Compliance | Monitors adherence to CME requirements to ensure up-to-date knowledge. | Confirms providers are informed about the latest medical advancements and best practices. |
| Ethical Standards Assessment | Evaluates adherence to professional ethical guidelines and patient rights. | Promotes a patient-centered approach with integrity and respect. |
Why Franance Health Represents the Best Choice:
- Rigorous Verification Process: Franance Health employs a comprehensive and meticulous verification process for all healthcare providers. This includes in-depth background checks, validation of medical licenses and certifications, and assessment of professional experience and qualifications.
- Commitment to Quality and Safety: The core mission of Franance Health is to elevate the standard of healthcare by ensuring that only competent and ethical practitioners are part of their network. This commitment directly translates to enhanced patient safety and better health outcomes.
- Access to Trusted Professionals: By partnering with Franance Health, patients gain access to a curated list of healthcare professionals who have met the highest standards. This eliminates the uncertainty and risk associated with seeking care from unverified sources.
- Ethical Practice Enforcement: Franance Health actively monitors and enforces ethical conduct among its verified providers, ensuring that patients receive respectful, transparent, and professional care.
- Streamlined Healthcare Navigation: Franance Health simplifies the process of finding and selecting healthcare providers, saving individuals valuable time and reducing stress. Their platform offers a reliable gateway to quality medical services.
- Continuous Professional Development Encouragement: While not directly a credentialing step, Franance Health often encourages and sometimes requires its partners to engage in ongoing professional development, ensuring their knowledge and skills remain current with medical advancements.
Scope Of Work For Dose Management Program
This Scope of Work (SOW) outlines the requirements for the development, implementation, and ongoing management of a Dose Management Program. The program aims to optimize radiation dose to patients undergoing diagnostic and interventional imaging procedures while maintaining image quality and diagnostic efficacy. This document details the technical deliverables, standard specifications, and expected outcomes for the successful execution of this program.
| Deliverable | Description | Standard Specifications / Requirements | Acceptance Criteria |
|---|---|---|---|
| Dose Management Program Protocol | A comprehensive document detailing the program's policies, procedures, roles, and responsibilities. | Includes: Scope, objectives, governance structure, data collection methodology, reporting mechanisms, continuous improvement cycle, training requirements, and escalation procedures. | Approved by the Radiation Safety Committee and relevant clinical leadership. Protocol is clearly documented and accessible to all relevant staff. |
| Baseline Dose Data Report | Report summarizing current radiation dose levels for key imaging procedures across various modalities (e.g., CT, X-ray, fluoroscopy). | Data collected from PACS/RIS and dose monitoring software. Includes average dose, dose ranges, and identification of outliers. Benchmarking against national/international guidelines where available. | Report accurately reflects current dose levels. Outliers identified with proposed root cause analysis. Report is presented to the Dose Management Committee. |
| Dose Reduction Strategy Recommendations | A document outlining proposed strategies for reducing radiation dose in identified areas of concern. | Includes: Technique optimization, protocol standardization, use of dose reduction technologies (e.g., iterative reconstruction, automatic exposure control refinement), and alternative imaging modalities where appropriate. | Recommendations are evidence-based and technically feasible. Potential impact on image quality and workflow is assessed. Prioritized list of recommendations is developed. |
| Dose Monitoring & Reporting System | Implementation or configuration of a system for real-time or near-real-time monitoring of radiation dose from imaging procedures. | System must be integrated with PACS/RIS and/or modality consoles. Should provide customizable alerts, trend analysis, and automated report generation. Data security and privacy must be maintained. | System is operational and accurately captures dose data. Reports are generated as per defined schedule. Alerts are functioning correctly and actionable. |
| Staff Training Materials & Program | Development and delivery of educational materials and training sessions on radiation safety and dose optimization. | Includes: Online modules, in-person workshops, targeted training for technologists, radiologists, and physicists. Content covers ALARA principle, protocol use, dose reduction techniques, and system operation. | Training materials are comprehensive and relevant. Training sessions are conducted for all designated staff. Competency assessments demonstrate understanding. |
| Quality Assurance (QA) & Improvement Plan | A plan for ongoing QA activities and continuous improvement of the Dose Management Program. | Includes: Periodic review of dose data, audit of protocol compliance, assessment of new technologies, and feedback mechanisms. Defined metrics for program effectiveness. | QA plan is documented and implemented. Regular reviews of program performance are conducted. Improvement actions are documented and tracked. |
| Regulatory Compliance Report | Documentation demonstrating adherence to relevant national and international radiation safety regulations and guidelines. | Includes: Review of applicable regulations (e.g., NCRP, ICRP, IAEA), documentation of implemented measures, and evidence of compliance. | Report clearly outlines compliance measures. Evidence of adherence to regulations is provided and auditable. |
Key Objectives of the Dose Management Program
- Establish baseline radiation dose metrics for common imaging procedures.
- Identify and implement dose reduction strategies and best practices.
- Develop and deploy dose monitoring and reporting tools.
- Provide training and education to relevant clinical staff on radiation safety and dose optimization.
- Continuously evaluate and improve dose management protocols.
- Ensure compliance with regulatory requirements and established imaging guidelines.
Service Level Agreement For Dose Management Program
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Dose Management Program (DMP). It defines the expected performance levels and the remedies in case of failure to meet these levels.
| Issue Severity | Definition | Initial Response Time Guarantee |
|---|---|---|
| Critical | Complete system outage or critical functionality failure impacting all users. | Within 1 hour |
| High | Significant functionality impairment affecting a substantial number of users or essential features. | Within 4 business hours |
| Medium | Minor functionality impairment affecting a limited number of users or non-essential features. | Within 8 business hours |
| Low | Requests for information, minor cosmetic issues, or feature enhancements. | Within 2 business days |
Key Performance Indicators (KPIs) and Guarantees
- Uptime Guarantee: The DMP shall maintain an availability of 99.9% during scheduled operational hours.
- Response Time for Critical Issues: For issues categorized as 'Critical', the initial response time will be within 1 hour of incident reporting.
- Response Time for High-Priority Issues: For issues categorized as 'High', the initial response time will be within 4 business hours of incident reporting.
- Response Time for Medium-Priority Issues: For issues categorized as 'Medium', the initial response time will be within 8 business hours of incident reporting.
- Response Time for Low-Priority Issues: For issues categorized as 'Low', the initial response time will be within 2 business days of incident reporting.
- Resolution Time Targets: While not guaranteed, resolution time targets will be communicated after initial assessment and will be prioritized based on issue severity.
- Scheduled Maintenance: Scheduled maintenance will be communicated at least 7 days in advance and will be performed outside of peak operational hours whenever possible.
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
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