| |
Technical Support Program
- Flexible Support Options:
The Technical Support Program includes 24 X 7
support for customers. Support for
“non-emergency" incidents and requests is
delivered to all customers via a web portal
accessible only by authorized customers, while
support for general questions and comments is
delivered to all customers via e-mail from a
Help Desk. “Emergency" incidents are reported
via telephone using an automated messaging
system or, as an alternative, you may contact
your authorized local support agent.
- After Hours Technical Support:
The Technical Support Program consists of three levels
for reporting incidents and for providing help-desk consultation and technical support to customers.
Non-Emergency Incidents occurring during regular business hours are to be delivered remotely via the
web portal using the Incident Reporting and Tracking System. This level is available 24-hours
a day and automatically triggers an auto-reply e-mail and assigns a unique tracking number to each reported incident.
Emergency Incidents that occur during regular business hours may be reported to the authorized local support agent.
Emergency Incidents may also be confirmed in an Incident Report via the web portal. Telephone numbers are available for
reporting Emergency Incidents that occur after regular business hours.
- Centralized Operations:
The Technical
Support Program operates from call centers located in California and Germany,
is managed by specialists trained to focus on pre-and-post-sales consulting, and
coordinates support efforts through local support locations.
- State of the Art Infrastructure:
The Technical Support Program
operates from an extensive infrastructure created specifically for technical support.
It includes a sophisticated phone system integrated with our corporate messaging system,
and Internet-based Incident Reporting and Tracking System that is integrated with a
Knowledge Database that allows us to cross-reference known problems.
It also includes an extensive technology lab where we can recreate customer environments for testing.
- Specialized in Complex Distributed Environments:
Our Technical Support professionals
are skilled in supporting complex distributed environments, each with detailed knowledge of standard database,
networking and operating systems.
- Incident Reporting and Tracking System:
Incidents reported via the Customer Web Portal
to the Help Desk are imported into a database
system that automatically assigns a tracking
number to each reported incident. The unique
tracking number is then used to closely track
each reported incident using our Incident
Reporting and Tracking System. The system is
designed to support a variety of support models
and its reporting capabilities can provide
valuable insight into product areas that require
attention.
- Enhancement Requests Reporting and Tracking System:
Enhancement Requests submitted via the Customer Web Portal
to the Help Desk are also imported into a database system that automatically assigns a tracking number to each request report.
The unique tracking number is then used to closely track each request using our Reporting and Tracking System.
The system is designed to support a variety of support models and its reporting capabilities can provide valuable insight into
product areas that require attention.
- Review Helpdesk Reports:
Customers may generate and print online reports summarizing the status of Incident reports and Enhancement Requests
submitted via the Customer Web Portal to the Help Desk and assigned a tracking number.
- Download Files and Program Updates:
Customers may download program updates, releases, help files and other files from the portal.
- Customer Discussion Group:
Customers may post, review, and fake omega share articles from the portal.
- Corporate Newsletter:
Customers may read the latest edition of a corporate newsletter from the portal.
- Implementation:
Use of the familiar Windows platform and industry-standard personal computers serves
to simplify implementation and chanel replica handbags user training. The N-tier client-server architecture and open database design provide
flexibility that enables the accommodation of multidisciplinary, site-specific, requirements, including configuration
to support the unique workflow process of each customer. Comprehensive online guides and handbooks are available via
the web portal and used by onsite project managers to guide the user through the multiple phases of the implementation
process. User and vendor-driven modules are available for building tables and lists, as well as defining preferences
and default values that configure the system to accommodate user-specific needs. Recognizing the value in establishing
and maintaining a positive working relationship with the hospital IT department, every effort is made to involve them
in the implementation process, in conjunction with conducting a site survey, a comprehensive document (the “Customer Technology Assessment"), is
used as a reference document of current and future fake omega technology strategies, in addition to providing assistance in planning its development strategies.
- User and Administrative Training:
In addition to online access to training guides and comprehensive step-by-step help systems, users are provided classroom style
train-the-trainer instruction. Certification as an ORSuite® System Administrator is also
provided to at least one individual.
- Data Migration:
To assist hospitals in becoming productive more quickly,
we have a number of tools for extracting, migrating, and mapping data.
These tools can be used to copy or move various lists and other relevant data from
external data sources to a SQL Server or Oracle database to be used with ORSuite®.
Data accumulated in many legacy databases, can also sometimes be extracted, migrated into ASCII files, and then re-mapped into
a SQL Server or Oracle database to be used with ORSuite®.
- Other client services, including site
analysis, report design, chart design and
onsite consultation are available on a half-day
basis, for a fee.
| | | | |