IT Department: Hours and Service Level Agreement (SLA) Follow
The VPP IT Department provides support based on Support Hours, and the Priority level associated with any reported Incidents or Service Requests. Response and Resolution times related to those Priority levels, follow the Support Hours and Service Level Agreement outlined below.
| Standard Support Hours (EST) | Extended Support Hours (EST) | |
| Sunday | Closed | 7 am to 10 pm |
| Monday | 7 am to 8 pm | 8 pm to 10 pm |
| Tuesday | 7 am to 8 pm | 8 pm to 10 pm |
| Wednesday | 7 am to 8 pm | 8 pm to 10 pm |
| Thursday | 7 am to 8 pm | 8 pm to 10 pm |
| Friday | 7 am to 8 pm | 8 pm to 10 pm |
| Saturday | 8 am to 5 pm | 5 pm to 10 pm |
*Important Note* The VPP IT Department reserves the right to adjust the Standard Support Hours and Extended Support Hours at any time. Any changes to the Support Hours will be reflected in this document.
| Priority Level | Description | Response Time | Resolution Time | Associated Hours |
| Low | No disruption to patient care or daily operations | 8 Hours | 3 Business Days | Standard Support Hours |
| Normal | Issue affects an individual’s workflow but doesn’t stop them from providing care | 4 Hours | 1 Business Day | Standard Support Hours |
| High | Patient care is disrupted for one or more team members; work is blocked or slowed | 1 Hour | 8 Hours | Extended Support Hours |
| Urgent | Critical impact to patient care or hospital operations; system or service outage | 30 Minutes | 4 Hours | Extended Support Hours |
*Important Note* The VPP IT Department reserves the right to readjust the Priority of any ticket that it believes to be reported incorrectly.
The VPP IT support department can be reached by calling 484-497-9833,
which will will automatically generate a ticket via voice transcription
during standard and extended support hours. Alternatively, you can email
techsupport@vetpartners.com
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