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PRODUCTION SUPPORT
| TYPE |
SCHEDULE |
STAFF |
DETAILS |
| Normal Support
Hours |
Monday - Friday
9 am – 8 pm EST
|
Manned |
Extended hours until
8:00 pm EST for Central and West Coast clients |
| On-Call Support
Hours |
Monday – Friday
Outside of Normal Support Hours, Weekends 24/7, Holidays 24/7 |
On-Call |
Pager support is provided for immediate
priority issues |
Expected Response:
1) 1) Immediate priority
issues are those that cause “down in production” for all users – unable
to log in or interface is not responding.
2) Client calls received
during Normal Support Hours:
a. Telephone calls
to the LifePoint Support Line are answered as quickly as possible. If
all support reps are taking other calls, a voicemail system will take
your message. If you get the voicemail and have an immediate priority
issue, please call the pager after leaving your message.
b. E-mail requests
to the LifePoint Support e-mail address are responded to within 4
business hours with an issue number. Please include the assigned issue
number in all follow-up e-mails.
c. Pager calls are
returned within 15 minutes and are assumed to be immediate priority
issues.
d. If you have not
received a response on an immediate priority issue within 15 minutes of
reporting the problem, please send a second page or e-mail.
3) Client calls received
during On-Call Support Hours:
a. Telephone (via
voicemail) and e-mail calls will be answered by noon of the following
business day.
b. Pager calls are
returned within 15 minutes for immediate priority issues.
Contact Information:
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