Ongoing Support
What's Supported
FirstView provides "software as a service" ensuring all customers have access to the latest version of the software without any end user installation or maintenance; which includes all updates and upgrades to the software.
Issues covered by support
- Problems or bugs in the software
- Web site availability
- Issues during setup in the customer environment
- Basic help understanding specific features
- All major, minor and patch releases
Issues not covered by support
- Feature enhancements
- Desktop and/or gateway Internet connectivity
- Debugging code not written by FirstView
- Custom development
- HTML authoring
- Training
- Integrating FirstView into other web applications
- Modality or PACS viewer operation
When in doubt, please contact Support with questions. If the issue is not covered by Support, a Support Agent will direct you to the appropriate resource.
Support Levels
We offer two different levels of support. To compare what each level offers, please see our Support Matrix below. Response times are during normal Support Hours.
| Severity | Description | Premium | Standard |
|---|---|---|---|
| Emergency | STAT problems affecting patient safety, data loss, etc. | 1 hour | Same business day |
| High | Expedited, non-critical problems. | 4 hours | 1 business day |
| Medium | Routine "Same day" problems. | Same business day | 2 business days |
| Low | Non-critical problem and/or questions. | 1 business days | 2 business days |
Examples of support issues falling within each severity level include:
Critical Support Examples
- Patient safety concern
- System is off-line; no users can log into the RIS
- No Dictation uploading
- No reports are faxing, printing or emailing
- All interfaces are down; no HL7 communication
- Data-wide outages
- No or majority of Modalities cannot send to PACS
- No or majority of PACS workstations cannot display images
High Support Examples
- No/limited user access
- Limited functionality, but system still usable
- Major workflow deviation
- Images missing in RIS
- Failed dictations
- Some Interfaces are down.
Medium Support Examples
- Errors causing minor workflow deviation, no delays experienced
- Problems updating Patient records (Demographics, Billing, etc…)
- Account creation/deletion
- Scheduling changes
- Exam corrections
Low Support Examples
- General Application or system administration questions
- Request to retrieve archived studies (non-critical)
- Minor configuration issues
- Problems that have a hot fix or workaround solution in place, but needs to be addressed in a patch or release
- Feature requests (Change Proposals)
Maintenance
Customers who have an active Support and Maintenance contract receive access to all updates and patches.
Support Hours
Business hours are defined as 8:00 AM to 5:00 PM Central Time, Monday through Friday, exclusive of the following holidays:
- New Year's Day
- Martin Luther King, Jr. Day
- President's Day
- Nationally recognized day of Good Friday
- Memorial Day
- Independence Day (US)
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day