TIER 1

TIER 2

TIER 3


Definition of Services and Rates

Tier I ProviNET Service Desk:

ProviNET Service Desk shall be available remotely for the Customer during the ProviNET Principle Period of Support (PPS) for Information Technology related support requests. Service Desk will gather information from the Customer on the nature of incident request or issue. Service Desk will create a service ticket, and document the nature of the incident. The Service Desk will begin to troubleshoot in an effort to resolve the incident. Specific Service Desk functions include:

  • Receive Customer contact (i.e.: Phone / E-mail / etc.)
  • Gather Customer demographic information
    • Customer Name / Location / User / Phone Number
  • Gather & Document nature of Customer incident request or issue
  • Per Customer request, perform user management activities:
    • Account provisioning / de-provisioning
    • Password resets
  • Perform troubleshooting in an effort to resolve Customer incident
    • As applicable, connect in with Customer using remote assistance tools
    • Diagnose and, as able, remedy hardware issues
    • Diagnose and, as able, remedy connectivity issues
    • Provide support for Customer software applications.
    • For a complete list of specific hardware and software support functions, please visit http://www.provinet.com
  • As required, escalate support of Customer request to ProviNET Tier II or III, Customer defined support resource or third party vendor.

Tier II ProviNET Software Services:

ProviNET Software Services shall be available remotely for the Customer during the ProviNET Principle Period of Support (PPS) for software application related support requests. Software Services will be available to troubleshoot support tickets escalated from Tier I. Specific Software Services functions include:

  • Clinical EMR Support
    • Diagnose, troubleshoot, and as able remedy clinical incidents related to patient care
    • For a complete list of specific software services functions, please visit http://www.provinet.com
  • Financial EMR Support
    • Diagnose, troubleshoot, and as able remedy financial incidents related to reimbursement
    • For a complete list of specific software services functions, please visit http://www.provinet.com
  • Tier II Support
    • Software Services will be available to troubleshoot support tickets escalated from Tier I
    • As required, escalate support of Customer request to defined support resource or third party vendor

Tier II ProviNET Technician:

ProviNET Technician Services shall be available either remotely or onsite for the Customer during the ProviNET Principle Period of Support (PPS) for Information Technology Support issues. Specific Technician Support functions include:

  • Customer Endpoint Administration
    • Deployment, decommission, troubleshooting and maintenance of user endpoint devices
    • Basic administration of select Customer system software
    • Physical device network connectivity
  • Basic Systems Administration
    • Basic troubleshooting and maintenance of physical and virtual servers
    • Troubleshooting and maintenance of Customer data backup completion
  • Tier II Support
    • Technician will be available to troubleshoot support tickets escalated from Tier I
    • As required, escalate support of Customer request to defined support resource or third party vendor

Tier II ProviNET NetCom:

ProviNET Network and Communication Services shall be available either remotely or onsite for the Customer during the ProviNET Principle Period of Support (PPS) for Information Technology Support issues. Specific Network and Communication Support functions include:

  • Infrastructure Connectivity
    • Fiber-Optic cable termination
  • Life Safety Systems
    • Installation, configuration, maintenance, and advanced troubleshooting of select Customer life safety systems
  • Phone Systems
    • Installation, configuration, maintenance, and advanced troubleshooting of select Customer phone systems
  • Wireless Networking
    • Installation of select Customer wireless controllers and access points
  • Tier II Support
    • Networking and Communications will be available to troubleshoot support tickets escalated from Tier I
    • As required, escalate support of Customer request to defined support resource or third party vendor

Tier III Engineering:

ProviNET Engineering Services shall be available either remotely or onsite for the Customer during the ProviNET Principle Period of Support (PPS) for Information Technology Support issues. Specific Engineering Support functions include:

  • Systems Administration
    • Deployment, decommission, troubleshooting and maintenance of physical and virtual servers
    • Advanced administration of select Customer system software
  • Network Administration
    • WAN
      • ISP Connectivity setup and troubleshooting
      • Edge device setup, configuration, support and maintenance
    • LAN
      • Internal networking hardware setup, configuration, support and maintenance
      • Wireless hardware setup, configuration, support, and maintenance
      • Network access control deployment & management
  • Advanced Tier III Support
    • Engineers will be available to troubleshoot support tickets escalated from Tier I or II
    • As required, escalate support of Customer request to defined support resource or third party vendor

Tier III ProviNET Developer:

ProviNET Developer shall be available remotely for the Customer during the ProviNET Principle Period of Support (PPS) for Information Technology Support issues. Provided that customer is able to give appropriate access to the database, specific Developer Support functions include:

  • Database Maintenance
    • Diagnose, maintain, troubleshoot, and as able remedy database related incidents
  • Scripting and Queries
    • Develop and execute scripts to resolve database incidents
    • Develop and execute queries to extract information from databases
  • Advanced Tier III Developer Support
    • As required, escalate support of Customer request to defined support resource or third party vendor