Support Services for Clinical Practice
Our clinical practice customers are able to choose from three different support levels – Standard, Enhanced or Premium – as outlined below.
|
Silhouette Support Standard (Minimum) |
Silhouette Support Enhanced |
Silhouette Support Premium |
|
| Level 1 Support | Customer IT or lead user | Customer IT or lead user | Support for approved users |
| Level 2 Support | ARANZ Medical | ARANZ Medical | ARANZ Medical |
| Priority 1 Respond/Restore | Reasonable efforts | 6hrs/12hrs | 4hrs/8hrs |
| Service Desk Hours |
8 hours x 5 days Monday to Friday (Email and phone) NZ time zone |
8 hours x 5 days Monday to Friday (Email and phone) Client time zone |
24 hours x 5 days Monday to Friday (Email and phone) US Pacific time zone |
| Software Updates Provided |  |
|
|
| Software Upgrade Support | Reasonable efforts | |
|
| Remote Remedial Maintenance |  |
|
|
| Data Reporting | Quote on request | Quote on request | 1 predefined report per month |
| Data Monitoring | |
Quote on request | Quote on request |
