We set out below IMT Matcher's target resolution times for different categories of Incident and Request.
Please be aware that in many cases resolution time may be significantly shorter, but that the nature of diagnosis, coordination, communication and resolution of any Incident or Request of these categories involves some unpredictability. Therefore actual resolution time will vary and be advised to you on a case-by-case basis.
If you have an Incident that you believe is urgent (but is not shown as Urgent below), please let us know and we will endeavour to escalate it in priority.
| Level: Target resolution time: | ||
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Urgent: <2 business hours |
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High: <8 business hours (1 business days) |
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Normal: <24 business hours (3 business days) |
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Low: <160 business hours (20 business days) |
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| Category | Incident | Request |
| * Multiple PCs, tablets, Benchtop Matchers or Pocket Matchers down | n.a. | |
| * System outage (e.g. no database connection) | n.a. | |
| Accounting (e.g. duplicate cycles, order problem) | ||
| Communication and notifications | n.a. | |
| Configuration | ||
| Consumable - Dye film - Evolis Zenius | ||
| Consumable - Label sheets - LBL019 | ||
| Consumable - Label sheets - LBL020 | ||
| Consumable - Label sheets - LBL021 | ||
| Consumable - Label sheets - LBL7651 | ||
| Consumable - Toner - Brother TN-3330 | ||
| Consumable - Toner - Brother TN-3430 | ||
| Database - Data | ||
| Database - API link to external database | ||
| Database - Non-API link to external database | ||
| Database - Query | ||
| Development | ||
| Equipment - Access point | ||
| Equipment - Admin hub server computer | ||
| Equipment - Benchtop Matcher - Mini | ||
| Equipment - Finger print reader | ||
| Equipment - Label sheet printer - Brother HL-L5100DN | ||
| Equipment - Label sheet printer - Brother HL-L6200DW | ||
| Equipment - Label sheet printer - Brother HL-L6300DW | ||
| Equipment - Monitor - Non-touchscreen | ||
| Equipment - Monitor - Touchscreen | ||
| Equipment - Photo ID card printer - Evolis Zenius | ||
| Equipment - Pocket Matcher - EDA51HC | ||
| Equipment - Pocket Matcher - EDA52HC | ||
| Equipment - Tablet / PC - Microsoft Surface | ||
| Equipment - Tablet / PC - NUC | ||
| IT network - Account (e.g. Windows logon) | ||
| IT network - Other (e.g. switches) | ||
| IT network - Wi-Fi | ||
| Matcher system version upgrade | ||
| Order - Cycles | n.a. | |
| Order - Multiple types of consumables | n.a. | |
| Order - Multiple types of equipment | n.a. | |
| Order - New site installation of Matcher | n.a. | |
| Software - Desktop app v5.1 | ||
| Software - Desktop app v5.2 | ||
| Software - Desktop app v5.3 | ||
| Software - Desktop app v5.4 | ||
| Software - Matcher API v5.2.0 | ||
| Software - Matcher API v5.2.1 | ||
| Software - Matcher API v5.3 | ||
| Software - Matcher API v5.4 | ||
| Software - Matcher Service v5.1 | ||
| Software - Pocket app v5.1 | ||
| Software - Pocket app v5.2 | ||
| Software - Pocket app v5.3 | ||
| Software - Pocket app v5.4 | ||
| Third party system support | ||
| Training | n.a. | |
| Validation support | n.a. | |
- Target IMT Matcher database uptime is at least 99.9%. This excludes any downtime caused by any 3rd party or customer IT department infrastructure issues beyond IMT Matcher’s control. Typically, the only scenario where the IMT Matcher team would need to cause any IMT Matcher database downtime is when supporting the customer IT department to deploy a system version upgrade, where typically 1-2 hours of downtime may be required.
- Target IMT Matcher EMR (Electronic Medical Records) database link uptime is at least 99.9%. This excludes any downtime caused by any 3rd party, EMR provider, or the customer IT department infrastructure issues beyond IMT Matcher’s control. Typically, the only scenario where the IMT Matcher team would need to cause any system downtime is when supporting the customer IT department to deploy a system version upgrade, where typically 1-2 hours of downtime may be required.
Target resolution times above are between UK hours of 07:00 and 19:00 Monday to Friday, and are based on timely cooperation from customer staff and customer IT department where necessary, and typical courier delivery timelines where necessary. Outside of these times, without such cooperation, or if courier delivery timelines are extended, resolution may be slower. We will endeavour to notify you if it is apparent that resolution may result in an extended resolution time.
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