Verified Service Provider in Zimbabwe
Teleradiology Gateway Setup Service in Zimbabwe
Engineering Excellence & Technical Support
Teleradiology Gateway Setup Service High-standard technical execution following OEM protocols and local regulatory frameworks.
Secure VPN Integration
Ensures HIPAA-compliant, encrypted data transmission between your local facilities and the Teleradiology Gateway, safeguarding patient privacy and adhering to stringent security standards.
Cloud-Powered Scalability
Leverages robust cloud infrastructure to provide a highly scalable and reliable platform, accommodating fluctuating workloads and future growth without compromising performance.
API-Driven Interoperability
Facilitates seamless integration with existing PACS, RIS, and EMR systems through standardized APIs, enabling efficient data exchange and streamlined workflow automation.
What Is Teleradiology Gateway Setup Service In Zimbabwe?
Teleradiology Gateway Setup Service in Zimbabwe refers to the comprehensive process of establishing and configuring the necessary technological infrastructure and operational protocols to facilitate the remote interpretation of medical imaging studies (e.g., X-rays, CT scans, MRIs) by qualified radiologists. This service bridges the gap between healthcare facilities in Zimbabwe, particularly those with limited access to in-house radiological expertise, and a network of accredited radiologists who may be located domestically or internationally. It involves the secure transmission of DICOM (Digital Imaging and Communications in Medicine) images, integration with existing Picture Archiving and Communication Systems (PACS) and Electronic Health Records (EHR), and the implementation of robust reporting and communication platforms.
| Who Needs Teleradiology Gateway Setup Service? | Typical Use Cases | ||||||
|---|---|---|---|---|---|---|---|
| Rural and Remote Healthcare Facilities: Clinics and hospitals in underserved areas lacking on-site radiologists. | Emergency Departments: Providing rapid interpretation of critical imaging studies during off-hours or when radiologists are unavailable. | Specialized Imaging Centers: Facilities focusing on specific modalities that may require remote subspecialist interpretation. | Hospitals with Limited Radiologist Coverage: Institutions experiencing radiologist shortages or high patient volumes. | Tertiary Referral Centers: Facilitating subspecialty consultations and second opinions from experts located elsewhere. | Public Health Initiatives: Supporting nationwide screening programs or disaster response efforts requiring remote diagnostic capabilities. | Private Clinics and Diagnostic Centers: Enhancing service offerings and improving efficiency through remote interpretation. | Training and Educational Institutions: Providing access to advanced imaging interpretation for educational purposes. |
| **Remote interpretation of plain radiographs (X-rays) for common conditions (e.g., fractures, pneumonia). | **On-demand CT and MRI interpretation for acute neurological events (stroke, trauma) and oncological imaging. | **24/7 availability of subspecialty interpretations (e.g., neuroradiology, musculoskeletal radiology, pediatric radiology). | **Teleradiology support for ultrasound examinations, particularly in areas with limited sonographers. | **Facilitating second opinions for complex or challenging cases. | **Rapid turnaround time for critical findings, enabling timely patient management. | **Reducing the need for patient transfers to larger centers for diagnostic imaging. | **Providing access to specialized expertise for rare conditions. |
Key Components of Teleradiology Gateway Setup Service
- Infrastructure Assessment and Design: Evaluating existing IT infrastructure, network bandwidth, and hardware capabilities at the client facility to determine optimal gateway architecture.
- Secure Data Transmission and Storage: Implementing encrypted VPNs, secure FTP (SFTP), or dedicated cloud-based solutions for the compliant transmission and storage of sensitive patient data (DICOM images and reports). Compliance with relevant data privacy regulations is paramount.
- PACS/RIS Integration: Seamless integration with existing Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS) to enable efficient image routing, retrieval, and report management.
- Workstation Configuration: Setting up dedicated teleradiology workstations with high-resolution monitors, calibrated displays, and specialized viewing software for accurate image interpretation.
- Reporting Platform Implementation: Deploying or integrating with a reporting platform that allows radiologists to generate and electronically sign off on diagnostic reports, which are then securely transmitted back to the referring physician.
- Network Connectivity and Bandwidth Optimization: Ensuring reliable and sufficient internet connectivity, often involving consultation with local Internet Service Providers (ISPs) to optimize bandwidth for large image file transfers.
- Security Protocols and Compliance: Implementing stringent cybersecurity measures, including access controls, audit trails, and adherence to data protection standards (e.g., HIPAA, GDPR, local Zimbabwean data protection laws if applicable).
- User Training and Support: Providing comprehensive training to local clinical staff on system operation, image acquisition protocols, and the teleradiology workflow, along with ongoing technical support.
- Workflow Optimization and Customization: Tailoring the teleradiology workflow to the specific needs of the healthcare facility, including turnaround time (TAT) expectations and communication preferences.
Who Needs Teleradiology Gateway Setup Service In Zimbabwe?
Teleradiology Gateway Setup Services are essential for a range of healthcare providers and organizations in Zimbabwe looking to enhance their diagnostic imaging capabilities. These services facilitate the secure and efficient transmission of medical images and reports, enabling remote interpretation and consultation. This not only improves access to specialized radiological expertise but also streamlines workflows and accelerates patient care, particularly in areas with limited on-site radiologists.
| Target Customer/Department | Specific Needs and Benefits of Teleradiology Gateway Setup |
|---|---|
| Hospitals (General Wards & ERs) | Rapid access to expert interpretations for emergency cases, reduced turnaround times for diagnostic reports, improved patient flow, ability to manage higher patient volumes without immediate on-site radiologist presence. |
| Hospitals (Specialized Departments - e.g., Oncology, Cardiology, Neurology) | Access to sub-specialist radiologists for complex cases, enhanced diagnostic accuracy for critical conditions, support for remote consultations and multidisciplinary team meetings, facilitation of advanced imaging techniques requiring specialized interpretation. |
| Clinics and Medical Centers | Bridging the gap in local diagnostic imaging expertise, offering a wider range of imaging services without significant capital investment in full-time radiologists, providing diagnostic support for primary care physicians. |
| Diagnostic Imaging Centers | Expanding service reach beyond their physical location, offering outsourced interpretation services to other facilities, improving operational efficiency through a centralized reporting system, ensuring consistent quality of interpretations. |
| Rural and Remote Healthcare Facilities | Critical for overcoming geographical barriers and the scarcity of radiologists, enabling access to life-saving diagnostic services for underserved populations, reducing the need for patient transfer to distant urban centers. |
| Government Health Ministries and Agencies | Implementing national or regional teleradiology networks, improving healthcare access and quality across the country, standardizing diagnostic imaging protocols and reporting, supporting public health initiatives with robust diagnostic data. |
| University Teaching Hospitals | Facilitating remote learning and training for radiology residents and medical students, enabling collaboration with international experts for complex cases and research, creating a robust platform for academic radiology. |
| Radiology Departments | Optimizing radiologist workload by distributing cases, improving efficiency and productivity, enabling 'work-from-home' or flexible working arrangements for radiologists, enhancing quality assurance and peer review processes. |
| IT Departments of Healthcare Institutions | Ensuring secure, reliable, and compliant integration of the teleradiology solution with existing Picture Archiving and Communication Systems (PACS) and Electronic Health Records (EHR), managing network infrastructure and data security. |
Who Needs Teleradiology Gateway Setup Service in Zimbabwe? Target Customers and Departments
- Hospitals (both public and private)
- Clinics and Medical Centers
- Diagnostic Imaging Centers
- Rural and Remote Healthcare Facilities
- Government Health Ministries and Agencies
- Non-Governmental Organizations (NGOs) focused on healthcare
- University Teaching Hospitals
- Mobile Diagnostic Units
Teleradiology Gateway Setup Service Process In Zimbabwe
Setting up a teleradiology gateway in Zimbabwe involves a structured workflow to ensure seamless integration and compliance. This process typically begins with an initial inquiry and culminates in a fully functional, operational teleradiology service. The workflow is designed to address technical, regulatory, and logistical requirements specific to the Zimbabwean healthcare landscape.
| Stage | Description | Key Activities | Deliverables/Outcomes | Responsible Parties |
|---|---|---|---|---|
| Inquiry and Initial Consultation | The client (e.g., hospital, clinic) expresses interest in setting up a teleradiology gateway. This stage involves understanding their basic needs and providing an overview of the service. | Client expresses interest, initial discussions on teleradiology benefits, service overview presentation. | Confirmation of interest, preliminary understanding of client's goals. | Client, Teleradiology Service Provider (TSP) |
| Needs Assessment and Site Survey | A detailed evaluation of the client's existing infrastructure, IT capabilities, and specific requirements for the teleradiology setup. | On-site assessment of network, power, existing imaging equipment, PACS/RIS (if any), IT infrastructure, staff capacity. Requirements gathering for imaging modalities, reporting needs, and desired turnaround times. | Comprehensive needs assessment report, site survey findings, detailed requirements document. | TSP, Client IT/Radiology Department |
| Solution Design and Proposal | Based on the needs assessment, a tailored teleradiology solution is designed, including hardware, software, network connectivity, and service level agreements (SLAs). | Designing the gateway architecture, selecting appropriate hardware (servers, workstations, network devices), choosing teleradiology software (PACS/RIS integration, secure communication platforms), defining SLAs for reporting turnaround times, quality standards, and uptime. | Detailed technical solution design, comprehensive proposal document (including pricing, implementation timeline, SLAs). | TSP Technical Team, TSP Sales Team |
| Contracting and Agreement | Formalizing the partnership through legally binding agreements that outline the scope of work, responsibilities, payment terms, and SLAs. | Review and negotiation of the service agreement, including Master Service Agreement (MSA), Statement of Work (SOW), and Data Processing Agreement (DPA) to ensure compliance with Zimbabwean data privacy laws. | Signed service agreement(s). | Client Legal Department, TSP Legal Department |
| Procurement and Logistics | Acquiring all necessary hardware, software licenses, and ensuring their delivery to the client's site in Zimbabwe. | Ordering and purchasing of equipment and software, customs clearance, transportation, and delivery to the client's designated location. | All procured equipment and software delivered to site. | TSP Procurement Team, Client Logistics |
| Installation and Configuration | Physically setting up the hardware, installing and configuring the teleradiology software, and establishing secure network connectivity. | Installation of servers, workstations, and network infrastructure. Installation and configuration of teleradiology software, integration with existing PACS/RIS (if applicable), setting up secure VPN tunnels or dedicated lines for data transmission. | Installed and configured teleradiology gateway hardware and software. | TSP Technical Team, Client IT Team |
| Testing and Quality Assurance | Thorough testing of all components to ensure functionality, reliability, and adherence to performance standards. | Functional testing of image acquisition, transmission, viewing, and reporting workflows. Network performance testing, security vulnerability assessment, user acceptance testing (UAT) with key personnel. Testing against defined SLAs. | Test reports, identified issues resolved, successful UAT sign-off. | TSP QA Team, TSP Technical Team, Client Radiology/IT Staff |
| Training and Handover | Providing comprehensive training to the client's radiology and IT staff on operating and managing the teleradiology gateway. | Training sessions on using the teleradiology platform, troubleshooting common issues, workflow management, and system maintenance. Documentation handover, including user manuals and technical guides. | Trained staff, comprehensive documentation, formal handover of the system. | TSP Training Team, TSP Technical Team, Client Staff |
| Go-Live and Ongoing Support | The official launch of the teleradiology service, followed by continuous monitoring and support to ensure uninterrupted operation. | System activation, live case handling. Proactive system monitoring, remote and on-site technical support, regular maintenance and updates, performance reviews, and adherence to SLAs. | Operational teleradiology service, ongoing service support, performance reports. | TSP Support Team, TSP Technical Team, Client Radiology/IT Department |
Teleradiology Gateway Setup Service Process in Zimbabwe: Workflow Stages
- Inquiry and Initial Consultation
- Needs Assessment and Site Survey
- Solution Design and Proposal
- Contracting and Agreement
- Procurement and Logistics
- Installation and Configuration
- Testing and Quality Assurance
- Training and Handover
- Go-Live and Ongoing Support
Teleradiology Gateway Setup Service Cost In Zimbabwe
Setting up a Teleradiology Gateway in Zimbabwe involves a range of costs influenced by various factors. A teleradiology gateway is a critical piece of infrastructure that facilitates the secure transmission, storage, and interpretation of medical images (like X-rays, CT scans, and MRIs) remotely. The complexity of the setup, the required bandwidth, the chosen software solutions, and the level of technical support are key determinants of the overall price.
| Service Component | Estimated Cost Range (ZWL) | Notes |
|---|---|---|
| Basic Hardware Setup (Small Clinic/Single Site) | 50,000 - 150,000+ | Includes essential server, network gear, and basic workstation. |
| Mid-Range Hardware Setup (Medium Hospital/Multiple Sites) | 150,000 - 500,000+ | More robust servers, redundant systems, and advanced networking. |
| Enterprise-Level Hardware Setup (Large Hospital Network) | 500,000 - 1,000,000++ | High-capacity, highly redundant, and scalable infrastructure. |
| Software Licensing (PACS/RIS) | 20,000 - 200,000+ per year (or perpetual fee) | Highly variable based on vendor, features, and user count. Subscription models are common. |
| Implementation & Integration Services | 30,000 - 150,000+ | Depends on complexity, number of sites, and integration with existing systems. |
| Bandwidth & Connectivity (Monthly) | 5,000 - 50,000+ | Based on data volume, ISP, and service level. Fibre optic is recommended. |
| Training & Onboarding | 10,000 - 50,000+ | For technical and clinical staff. |
| Annual Support & Maintenance | 15,000 - 100,000+ | Typically 15-25% of initial software/hardware cost annually. |
| Comprehensive Turnkey Solution (Estimate) | 150,000 - 750,000++ | Bundling hardware, software, implementation, and initial support. |
Key Pricing Factors for Teleradiology Gateway Setup in Zimbabwe:
- Hardware Infrastructure: This includes servers for PACS (Picture Archiving and Communication System) and RIS (Radiology Information System), high-speed network equipment, and potentially specialized workstations for radiologists. The capacity and redundancy of these components directly impact cost.
- Software Licensing: Teleradiology solutions often involve licensing fees for PACS, RIS, viewer software, and potentially AI-powered diagnostic tools. The vendor and the features included will determine the licensing structure (perpetual, subscription, per-user).
- Network Connectivity & Bandwidth: Reliable and high-speed internet is paramount. Costs will vary based on the chosen Internet Service Provider (ISP), the required bandwidth to handle large image files efficiently, and the geographical location of the facilities being connected.
- Implementation & Integration Services: This encompasses the professional services required for installation, configuration, system integration with existing hospital IT systems (EHR/EMR), and initial testing. The complexity of integration with multiple departments or sites will affect this cost.
- Training: Comprehensive training for IT staff and end-users (radiologists, technicians) on operating and managing the teleradiology system is essential and incurs costs.
- Ongoing Support & Maintenance: Post-implementation, support contracts for software updates, bug fixes, hardware maintenance, and technical assistance are usually charged annually. The service level agreement (SLA) will influence these costs.
- Security Measures: Implementing robust cybersecurity measures, including data encryption, access controls, and regular security audits, adds to the setup cost.
- Customization & Future Scalability: If the setup requires significant customization or needs to be easily scalable for future growth, this will add to the initial investment.
- Vendor Choice: Different teleradiology solution providers will have varying pricing models and packages. Local vs. international vendors can also present different cost structures.
Affordable Teleradiology Gateway Setup Service Options
Setting up a secure and reliable teleradiology gateway is crucial for modern healthcare practices. This service ensures seamless and compliant transmission of medical images and reports between imaging centers, hospitals, and remote radiologists. We offer flexible and affordable setup options designed to meet the diverse needs and budgets of our clients. Our focus is on providing value through expertly configured systems that prioritize data security, interoperability, and efficiency, ultimately contributing to improved patient care and operational cost savings.
| Service Option | Key Features | Ideal For | Estimated Price Range (USD) |
|---|---|---|---|
| Basic Gateway Configuration | Secure VPN/TLS, DICOM routing, user authentication | Small clinics, new teleradiology users | $800 - $1,500 |
| Standard Gateway Package | Basic features + HL7 integration, PACS/RIS compatibility check, initial training | Medium-sized practices, growing teleradiology needs | $1,500 - $3,500 |
| Premium Teleradiology Hub | Standard features + advanced interoperability, custom workflow automation, 24/7 support, performance monitoring | Hospitals, large imaging networks, high-volume teleradiology | $3,500 - $7,000+ |
| Cloud-Based Gateway Solution | Managed cloud infrastructure, auto-scaling, high availability, reduced hardware costs | Organizations seeking flexibility, scalability, and lower upfront capital | Starts at $100/month (ongoing subscription + setup fee) |
Affordable Teleradiology Gateway Setup Service Options
- Basic Gateway Configuration: Ideal for smaller practices or those starting their teleradiology journey. Includes essential secure connection setup, DICOM routing, and basic user access management.
- Standard Gateway Package: Builds upon the basic offering with enhanced security features, integration with a wider range of PACS/RIS systems, and initial user training.
- Premium Teleradiology Hub: A comprehensive solution for larger organizations with complex workflows. Includes advanced integration capabilities, dedicated support, custom reporting features, and robust data archiving considerations.
- Cloud-Based Gateway Solution: Leverages secure cloud infrastructure for scalability and reduced on-premise hardware investment. Offers flexible deployment and accessibility.
Verified Providers In Zimbabwe
In Zimbabwe's evolving healthcare landscape, identifying trustworthy and qualified medical service providers is paramount. Franance Health stands out as a beacon of reliability, distinguished by its rigorous credentialing process and commitment to patient well-being. This focus on verified providers ensures that individuals seeking medical assistance can do so with confidence, knowing they are engaging with professionals who meet stringent standards of competence and ethical practice. Franance Health's dedication to transparency and quality assurance makes them the premier choice for navigating healthcare needs in Zimbabwe.
| Provider Type | Key Verification Criteria | Franance Health Advantage |
|---|---|---|
| Doctors (General Practitioners & Specialists) | Valid Medical License, Post-graduate qualifications, Board Certification, Clinical Experience | Ensures access to board-certified specialists with proven track records, reducing the risk of misdiagnosis or ineffective treatment. |
| Hospitals & Clinics | Accreditation, Licensing, Quality of Facilities, Equipment Standards, Staff Qualifications | Guarantees access to well-equipped facilities with qualified medical staff, ensuring quality care across various medical needs. |
| Laboratories & Diagnostic Centers | Licensing, Equipment Calibration, Quality Control Measures, Technical Staff Expertise | Provides confidence in the accuracy and reliability of diagnostic results, crucial for effective treatment planning. |
| Pharmacies | Pharmacy Board Registration, Dispensing Licenses, Storage Conditions, Product Authenticity | Ensures access to genuine medications dispensed by licensed pharmacists, safeguarding patient health. |
| Allied Health Professionals (Physiotherapists, Dentists, etc.) | Professional Registration, Relevant Certifications, Practical Experience | Connects patients with a diverse range of qualified allied health professionals essential for comprehensive healthcare. |
Why Franance Health is the Best Choice for Verified Providers in Zimbabwe:
- Rigorous Vetting Process: Franance Health employs a comprehensive evaluation of all healthcare professionals and facilities on its platform.
- Credential Verification: This includes thorough checks of medical licenses, certifications, educational qualifications, and professional accreditations.
- Experience and Specialization: Providers are assessed for their relevant experience and areas of specialization, ensuring patients are matched with the most suitable expertise.
- Patient Testimonials and Feedback: Franance Health actively collects and reviews patient feedback to maintain high standards of care and service delivery.
- Commitment to Ethical Practice: All verified providers adhere to a strict code of conduct and ethical guidelines, prioritizing patient safety and confidentiality.
- Accessibility and Convenience: Franance Health simplifies the process of finding and booking appointments with trusted healthcare professionals across Zimbabwe.
Scope Of Work For Teleradiology Gateway Setup Service
This Scope of Work (SOW) outlines the services required for the setup of a Teleradiology Gateway. The Teleradiology Gateway serves as a central hub for receiving, routing, and managing radiological images and reports between referring physicians, radiologists, and PACS (Picture Archiving and Communication System) or RIS (Radiology Information System) systems. The service includes the design, implementation, configuration, and testing of the gateway solution to ensure seamless and secure teleradiology operations.
| Technical Deliverable | Description | Standard Specifications / Requirements | ||||
|---|---|---|---|---|---|---|
| Teleradiology Gateway Software Installation & Configuration | Installation and configuration of the chosen teleradiology gateway software on designated servers. | Compatibility with specified operating systems (e.g., Windows Server, Linux). | Secure installation procedures with minimal downtime. | Configuration of essential modules: DICOM routing, HL7 integration, user management, security protocols. | ||
| Network Configuration & Integration | Configuration of network interfaces and firewall rules to allow secure communication for the gateway. | Integration with existing hospital/clinic network infrastructure. | Support for secure protocols (e.g., HTTPS, SFTP, VPN). | Bandwidth assessment and optimization recommendations. | ||
| DICOM Conformance Statement & Configuration | Configuration of DICOM services (e.g., C-STORE, C-FIND, C-MOVE) on the gateway. | Ensuring adherence to DICOM standards and the provided Conformance Statement. | Setting up DICOM AE Titles, ports, and network configurations for communicating with PACS/RIS and remote radiologists. | Image modality registration and configuration. | ||
| HL7 Integration | Configuration of HL7 interfaces for receiving patient demographics, study orders, and sending back reports. | Support for standard HL7 message types (e.g., ORU, ORM). | Mapping of HL7 fields to DICOM tags or gateway database fields. | Error handling and logging for HL7 message processing. | ||
| User & Access Management | Setup and configuration of user accounts, roles, and permissions within the gateway. | Implementation of authentication mechanisms (e.g., Active Directory integration, local authentication). | Role-based access control to limit access to specific functionalities and data. | Secure password policies and multi-factor authentication (if supported). | ||
| Security Configuration & Hardening | Implementation of security best practices for the gateway server and software. | Encryption of data in transit and at rest (where applicable). | Secure administrative access with logging. | Regular security patching and vulnerability management. | Compliance with relevant security standards (e.g., HIPAA security rule). | |
| Remote Access Configuration | Configuration of secure remote access for radiologists to the gateway. | Support for VPN or secure web portal access. | User authentication and authorization for remote access. | Bandwidth considerations for remote access performance. | ||
| Testing & Validation | Comprehensive testing of all gateway functionalities. | DICOM connectivity and image transfer testing. | HL7 message exchange and data integrity testing. | User access and role-based permission testing. | Security vulnerability testing (e.g., penetration testing, if included). | Performance and load testing to ensure scalability. |
| Documentation | Provision of comprehensive technical documentation. | Installation and configuration guides. | Administrator manuals. | User guides (for basic operations). | Network diagrams and integration details. | DICOM Conformance Statement (if generated by the gateway). |
| Training | On-site or remote training for IT administrators on gateway management and troubleshooting. | Basic user training on interacting with the gateway (if applicable to end-users). | Training on monitoring and maintenance procedures. | |||
| Go-Live Support | On-site or remote support during the initial go-live period. | Monitoring of system performance and issue resolution. | Handover to internal IT support teams. |
Key Objectives
- Establish a secure and reliable platform for teleradiology image and data exchange.
- Integrate with existing hospital/clinic IT infrastructure and PACS/RIS systems.
- Ensure efficient and timely routing of radiological studies to appropriate radiologists.
- Provide audit trails and logging for all transactions.
- Meet all relevant regulatory and compliance requirements (e.g., HIPAA, GDPR).
- Enable secure remote access for radiologists.
- Facilitate efficient reporting workflow for radiologists.
Service Level Agreement For Teleradiology Gateway Setup Service
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Teleradiology Gateway Setup Service provided by [Your Company Name] (hereinafter referred to as "Provider"). This SLA is an integral part of the Master Service Agreement (MSA) between the Provider and the Client (hereinafter referred to as "Client").
| Incident Type | Response Time Target | Resolution Time Target | Uptime Guarantee |
|---|---|---|---|
| Critical Incident | 15 minutes | 4 hours | 99.9% Monthly Uptime |
| Major Incident | 30 minutes | 8 hours | 99.9% Monthly Uptime |
| Minor Incident | 2 hours | 24 hours | 99.9% Monthly Uptime |
| Service Request (non-incident) | 4 business hours | Not applicable (handled as a project or service request) |
Definitions
- Teleradiology Gateway Setup Service: Refers to the comprehensive service provided by the Provider to install, configure, and integrate the client's PACS/RIS with the Provider's teleradiology platform, enabling secure image and report transmission.
- Service Hours: The period during which the Teleradiology Gateway Setup Service is available for support and monitoring, typically defined as 24 hours a day, 7 days a week, including holidays, unless otherwise specified.
- Downtime: Any period during which the Teleradiology Gateway Setup Service is unavailable to the Client due to a failure in the Provider's infrastructure or service.
- Scheduled Downtime: Planned maintenance or upgrades to the Provider's infrastructure or service, which will be communicated to the Client in advance.
- Response Time: The maximum time it takes for the Provider's support team to acknowledge a reported incident or request related to the Teleradiology Gateway Setup Service.
- Resolution Time: The maximum time it takes for the Provider to resolve an incident and restore the Teleradiology Gateway Setup Service to its operational state. (Note: Resolution time may vary based on the complexity of the issue and is not a guarantee, but rather a target.)
- Uptime: The percentage of time the Teleradiology Gateway Setup Service is available and operational during Service Hours.
- Critical Incident: An event that causes a complete outage of the Teleradiology Gateway Setup Service, preventing the transmission of images and reports, and significantly impacting the Client's operations.
- Major Incident: An event that causes a partial degradation of the Teleradiology Gateway Setup Service, affecting specific functionalities or a subset of users, but not a complete outage.
- Minor Incident: An event that causes a minor issue or bug in the Teleradiology Gateway Setup Service, with minimal impact on the Client's operations.
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