Enquire Now

AltiusTech Managed Services

  • Execution Highlights

  • Services Tiers

  • SLAs

  • Communication

  • Providing 24x7 L1 Support To Below RI/CI Solutions

  • Managed Services: Monitoring – Process Flow

  • Managed Services: Monitoring – Key Indicators

  • Managed Services: Monitoring – Key Metrics

  • Managed Services: Monitoring – Cont. Improvement

Execution Highlights

Dedicated delivery office for client, providing services in global delivery model

  • 24x7 coverage (week days) in various US time zones (EST, PST, CST, MST)
  • 18x5 manned support (business days); 8x2 manned support (weekends)
  • On call support (weekends and non-working hours)
  • Issues triaging and addressing (critical tickets vs. non-critical tickets)

Physically segregated and secure work area for service delivery team , with adequate safeguards incl. CCTV surveillance, 24 x 7 physical security, etc.

Stringent access control procedures for projects handling PHI data Dedicated point-to-point VPN connectivity between the AT India and <client> network

Video Conferencing facility between AT office and <client> offices for F2F interaction

Dedicated meeting rooms and facilities for team meetings

Office space for <client> managers to work out of India facility as needed

Services Tiers

Tier I

  • Support to customer for highly repeatable function when application is up and running and other basic user level support

Tier II

  • Technical support to customer for resolving system configuration & data issues on production system
  • Solve basic technical issues, confirm validity of problem raised by Tier I team and seek known resolutions
  • Escalate to Tier III for complex issues

Tier III

  • Support for fixing application related defects identified by customers
  • Support to customer’s personnel to identify and troubleshoot application specific difficult or advanced problems
AltiusTech Support Services provides support at Tier I, Tier II, Tier III levels across the production & infrastructure management spectrum

AltiusTech Managed Services: SLAs

CRITICAL BUSINESS IMPACTs

The impact of the reported deficiency is such that Customer is unable to proceed. No acceptable alternative is available. AT Support team will commence work on resolving the deficiency within one (1) business day of notification and will engage staff until an acceptable resolution is achieved.

SIGNIFICANT BUSINESS IMPACT

Important jobs have stopped working properly and there are no acceptable, alternative solutions. AT Support team will commence work on resolving the deficiency within two (2) business days of notification and will engage staff until an acceptable resolution is achieved.

SOME BUSINESS IMPACT

Important jobs are reported broken, but an alternative solution is available. AT Support team will commence work on resolving the deficiency within four (4) business days of notification and will engage staff until an acceptable resolution is achieved.

MINIMAL BUSINESS IMPACT

Customer submits an information request, enhancement or documentation clarification which has no operational 4impact. AT Support team will provide an initial response regarding the request within four (4) business days.

Communication

Category Coverage Action
Issue Reporting
  • A support email ID is set up to raise any issues/ technical questions integrated with current ticketing process at client’s
  • AltiusTech team responds to the emails within SLA hours and work with the partner to resolve the issue
Issue Resolution
  • AltiusTech communicates with partner resources using communicator, email, phone to resolve the issue
  • AltiusTech team takes appropriate action to resolve the issue
  • In case the issue requires support / action from other partners, AltiusTech raises the issue with them
Daily Call
  • AltiusTech communicates with partner team to provide updates on daily activities and plans
  • AltiusTech logs and manage daily administrative issue /error/exceptions and apprise the partner team of their status and future course of action
Weekly Dashboard Call
  • Weekly dashboard of activities
    • SLA tracking
    • Issue management & resolution
    • Concerns /Problem areas
  • AltiusTech team discusses the overall weekly engagement with partner and elicit any concern/feedback and apprise the partner of the course of action to be taken
Monthly Review
  • Overall engagement review
    • Monthly Progress
    • Progress Reports
    • Project scope changes
    • Overall project feedback
  • AltiusTech’s senior management communicate with partner to understand satisfaction level, any concern/escalation raised by partner and decide the future course

Providing 24x7 L1 Support To Below RI/CI Solutions

  • Vue RIS/PACS
  • Vue Explorer
  • RIS Clinic
  • Vue Motion/My Vue
  • ISCV
  • ISP
  • CVIS
  • Xper-IM
  • IBE
  • DCP
  • Tele-ICU
  • Scheduler
  • iSite PACS
  • XIRIS
  • ICCA

Managed Services: Monitoring – Process Flow

Log

Log tickets for each activity. Track status and progress. Create separate tickets for daily monitoring activities

Monitor

Perform monitoring activities like monitoring servers, interface engines, monitoring database logs, diskspace etc.

Report

Generate and send pre-defined reports on outcome of Job monitoring and infrastructure monitoring activities

Correct

Follow troubleshooting guide and take corrective actions to resolve any issues identified in interface or Infrastructure setup

Escalate to L2

Log an issue for any failures that cannot be resolved by following troubleshooting guide or standard resolution method.

Notify

Notify pre-defined stakeholders on failures, delays or any observation that may cause issues in future

Close

Record details in ticket on outcome of monitoring activities and associated tickets logged. Close ticket for current monitoring cycle

Managed Services: Monitoring – Key Indicators

Monitoring Activity Compliance

  • Numerator : Number of times scheduled monitoring activity is actually performed in a month
  • Denominator : Total scheduled monitoring activities planned for a month
  • Goal : 99-100%

Notification Service Compliance

  • Numerator : Number of notifications actually sent
  • Denominator : Number of Events when notifications should be sent
  • Goal : 80-100%

Effectiveness of Corrective Actions

  • Numerator : Number of incidents reported to L2 which can be resolved by L1 troubleshooting guidelines
  • Denominator: Number of Incidents reported to L2 for resolution
  • Goal : 0-5%

Job Failure Rate

  • Numerator : Number of Job failures due to infrastructure issues
  • Denominator: Total job failures
  • Goal : 0-5%

Managed Services: Monitoring – Key Metrics

Following key metrics will be collected for the monitoring activities on a daily basis and will be presented to the key stakeholders as part of the dashboard:

  • Number of Servers Monitored
  • Number of interface Channels Monitored
  • Number of Feeds Monitored
  • Number of files Received
  • Number of Messages Received
  • Number of Errors Detected
  • Number of Unique Errors Detected
  • Number of Errors Per Error Types
  • Daily and Monthly Trending of Errors per Error Category

These utilization and quality metrics will be collected to present drill down and a trending data month over month basis.

Managed Services: Monitoring – Cont. Improvement

Automate Job Monitoring

  • Usage of tools to automate job monitoring
  • Configure alerts in case of failures or delays e.g. Nagios

Notification Service

  • Usage of tools or custom notification service component
  • Configurable notification service to send emails on predefined events to relevant stakeholders

Effectiveness of Corrective Actions

  • Keep troubleshooting guide updated at regular intervals
  • Review troubleshooting guide with relevant stakeholders
  • Create knowledge base using standard tools to ensure learnings are captured in defined way and can be accessed easily

Infrastructure Monitoring

  • Usage of standard tools to monitor infrastructure
  • Alerts can be configured on predefined thresholds
  • Configurable archival and purging process which can run as a scheduled process to avoid manual process