Standard Support

Support Availability:

Full Health Medical support is available from Monday to Friday (9:00am to 5:30pm).

Response Times:

SeverityInitial Response Time
Level 130 minutes
Level 22 business days
Level 34 Business Days
Definitions:
SeverityDescription
Severity Level 1Full Health System is down, and no workaround is immediately available. Your business operations have been severely disrupted
Severity Level 2Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected
Severity Level 3This covers general support and administration queries. Partial non – critical loss of functionality of the software. Impaired operations of some components, but allows the user to continue using the software