What we commit to, in writing.
The support hours, response times and uptime target that apply to every Avis product and support agreement. These are the same figures that go into your contract.
Standard terms. A negotiated contract may set tighter targets.
Support follows the plan you are on.
Support follows the plan the facility is on. Pay as you treat is supported as Starter.
| Measure | Community and Starter | Growth | Hospital and Network |
|---|---|---|---|
| Coverage | |||
| Support hours | Email, best effort | Mon to Fri, 8:00 to 18:00 EAT | Mon to Fri, 8:00 to 18:00 EAT, 24/7 for critical |
| Channels | Email and the issue form | Email, issue form, WhatsApp and phone | All channels plus a named engineer |
| First response | |||
| Critical | 2 working days | 2 working hours | 1 hour, any day |
| High and normal | 2 working days | 4 working hours | 4 working hours |
| Resolution target | |||
| Critical | Best effort | Next working day | 8 hours |
| High | Best effort | 2 working days | 1 working day |
| Normal | Best effort | 5 working days | 3 working days |
Response and resolution times are measured within the support hours of the tier. A ticket raised on a Saturday under Growth starts its clock on Monday morning.
How we classify a ticket
Severity is agreed with you when the ticket is opened, not decided afterwards.
- Critical
- The system is down or unusable for everyone, or data is at risk. Registration has stopped, the till cannot sell, nobody can log in.
- High
- A department or a core function is blocked and there is no workaround. Lab results not posting, claims not exporting, a printer that every ward shares.
- Normal
- Something is wrong but work continues. A report layout, a single user account, a question about how to do something.
99.9% monthly availability, measured and reported.
Measured per calendar month on the cloud-hosted service, from our external monitoring, and reported in the monthly service report. Scheduled maintenance announced in advance is excluded. On-premise installations depend on your power and hardware, so uptime there is agreed per site.
If the target is missed, the shortfall is shown in that month's service report and credited as your contract sets out.
Outside working hours, with notice
- Routine window
- Sundays, 02:00 to 05:00 EAT
- Notice
- 48 hours, by email to your named contact
- Emergency fixes
- Applied when needed to close a security issue, announced as soon as we know
However you reach us, it is the same queue.
- Issue formFastest to log, keeps the history
- WhatsApp+256 742 020 610
- Phone+256 742 020 610 · +256 752 052 202 · +256 787 086 063
- Emailinfo@itsolutionsuganda.com
Whichever route you use, you get a ticket number and the clock starts from that moment.
If it is not moving, go up a level
- Support engineerTakes the ticket, confirms severity with you and starts work.
- Support leadIf the resolution target is at risk. Reached through the ticket or the main line.
- DirectorFor any critical ticket not resolved in target, and for anything you feel is not being heard. A Network contract names the director and a direct number.
Need these in your contract?
Tell us the tier and we will send the service agreement with the same figures, ready for your legal team.