Managed Service Support Service
Summary
The Service provides a comprehensive technical, content authoring, and operational support, including expert guidance and maintenance, to ensure the Member can effectively access and utilise the full suite of Services available within the scope of the Managed Service.
Description
This unified service allows the Member to contact the Service Provider's subject matter experts for support, help, and guidance across all aspects of the Services. This includes:
Technical Support: Members receive support to deal with Service requests, failures, bugs, other technical issues, and guidance in accessing and using the Services.
Content and Authoring Support: Members receive help and guidance in relation to SNOMED CT Content creation and maintenance and the relevant Authoring approaches.
The primary method of access for this service is the SNOMED Service Desk (https://servicedesk.snomed.org/ ), where all requests will be triaged and assigned to the relevant subject matter expert (content or technical) for response.
Optional online live support for quick technical questions or advice is available via the SNOMED International Slack Service.
This Service is only provided during Service Hours as defined in the Master Services Agreement and is limited to a Support Hours Cap.
Support Tiers
Tier 1 support
Online Support Portal (https://servicedesk.snomed.org ) available for enquiries
Tier 2 Support
Triaged to an internal SNOMED technical or authoring expert for resolution
Tier 3 support
Triaged to an external technical support expert or organisation for resolution
Managed Service SLA
A formal Managed Service SLA will be drafted and agreed with the Managed Service customers as part of the responsibilities of the Managed Service sub-group. In the meantime the current service levels being offered are included below.
It should be noted that although best endeavours have been applied to ensure a flexible and timely service, however the geographical location of support resource groups will add additional time to responses in some instances due to the global nature of the organisation and time zone differences. Note: The published Service Levels are currently only applicable during UK Business Hours (Service Hours).
All times stated are “Working” times and not “Elapsed” times, measured during the Service Hours. Development of these Severity Levels has been performed with reference to IT Infrastructure Library (ITIL) Version 3, and ANSI/IEEE 729-1983 (for software verification and validation).
SNOMED International Service Levels (Managed Service)
Issue Levels
Issues will be categorized using the 5 levels below:
Category | Description | Service Level Target |
|---|---|---|
P1 - Critical | The issue results in the failure of the complete software system, a subsystem (program or module) within the system causing or potentially causing a severe impact to the provision of the service, including a complete loss of core functionality to users and no workarounds are available. | Response - 8 hrs Resolution - 48 hrs
|
P2 - High
| The issue results in the failure of the complete software system, a subsystem (program or module) within the system causing or potentially causing a significant impact to the provision of a service. However there are acceptable workarounds, which will yield the desired result. | Response - 24 hrs Resolution - 10 days
|
P3 - Medium | The issue does not result in a failure, but causes the system to produce incorrect, incomplete, or inconsistent results, or the issue impairs the systems usability, causing a moderate impact to the provision of the service, including the loss of non-core functionality to users for which no workaround is available. | Response - 5 days Resolution - 4 wks
|
P4 - Low | The issue does not cause a failure, does not impair usability, or minor impact to Service provision, and the desired processing results are easily obtained by using acceptable workarounds. This also includes loss of non-core functionality to users for which a workaround is available. | Response - 2 Wks Resolution – 3 Mths
|
P5 – Very Low | The issue is the result of non-conformance to a standard, is related to the aesthetics of the system, or only affects the presentation of the service, including requests for future enhancement requests. Issues at this level may be deferred or even ignored. | Response – 1 Mth Resolution - 6 Mths
|
Service Request Levels
Service Requests will be categorized as follows:
Category | Description | Service Level Target |
|---|---|---|
P1- Critical | The request requires immediate attention. | Response - 8hrs Resolution - 48 hrs |
P2 - Urgent
| The request is affecting the ability of the user to work normally and is unable to continue until the request is fulfilled. | Response- 24 hrs Resolution – 1 wk |
P3 - Normal | The request is a routine enquiry and is not impacting the users ability to continue working. | Response - 5 days Resolution - 4 wks |
P4 - Low | The request is not time critical and is considered to be a low priority routine enquiry. | Response - 2 Wks Resolution - 6 wks |
P5 – Very Low | The request is not important or does not necessarily need to be addressed. Requests at this level may be deferred or even ignored. | Response - 1 mnth Resolution – 3 Mnths |
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