Support Procedures Last Updated: May 7, 2008

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Support

Procedures

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Support Scope

Our goal is to provide the best quality support possible. We will do everything we can to meet and exceed customer expectations for high-quality service and support. In doing so, we promise to provide support for all software provided by eScription.

We do not provide support for third-party software. Examples of third party software include Microsoft Windows, Microsoft Office, Antivirus & Personal Firewall software, third-party shortcut and auto-correct software, etc.

We do not provide hardware support for components of desktop and server systems. We will, however, provide limited hardware support for telephony boards purchased through the eScription Installations department.

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Support Levels

Although there is no hard and fast rule, each support issue falls under one of the following categories. Each category has a different set of response times. Before contacting us for support, please consider your question and try and categorize it into one of five priorities:

Requests (Low)

This includes requests for assistance, information, or services that are routine in nature.

Initial Response Time: Within 1 business day Updates after initial response: Weekly until resolved

Example:

• Request for a new worktype, template, business entity, template or other data element • Request for a modification of a user's speech recognition profile

• Request for data that is in an archived state • Request for training on a specific feature/function Minor (Normal)

This includes issues in which the system is operating with minor issues that have a work-around.

Initial Response Time: Within 1 business day Updates after initial response: Weekly until resolved

Example:

• There is a problem on a single user's PC that is not affecting their ability to work in EditscriptMT, EMon or other desktop applications

• There is a problem on multiple PCs, however it is minor in nature and there is a workaround or the issue does not affect users' ability to work in the system

Important (Above Normal)

This includes issues which need an answer quickly but do not impact the overall operation of our system or your service through our system. Issues that affect a single user’s ability to work in the system belong in this category.

Initial Response Time: Within 4 business hours Updates after initial response: Daily until resolved

Examples:

• There is a problem on a single user's PC that is affecting their ability to work in EditscriptMT, EMon or other desktop applications that has no workaround.

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3 Critical (High)

Patient Care is affected. This includes issues which impact multiple users on the system or that affect one or more servers which host eScription software. Issues impacting one user do not fall into this category.

Initial Response Time: Within 30 minutes

Updates after initial response: Daily until resolved

Examples:

• There is a problem transferring data to your medical records system. • There is a problem sending patient registration to eScription.

• There is a general problem with a document distribution (print/fax/email) server or other eScription servers at your site.

• There is an issue that is preventing multiple clinicians from dictating.

• There is an issue that prevents multiple EditScript/EMon users from accessing the system. Alert (Emergency)

Patient Care is affected. This includes issues affecting the entire system. Issues impacting one user do not fall into this category.

Initial Response Time: Within 30 minutes

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Web Support vs. Phone Support

We do prefer that all problems come through the ticketing system since that is the best way to track issues, both on your end and ours. Use of the ticketing system ensures that nothing falls through the cracks!

In general, all problems should be sent in via the Support Center link from the Administrators

Customer Center on www.escription.com. We do not, however, want to discourage you from calling us to work through an especially complex question that cannot easily be explained through a ticket.

Entering a Ticket

Please see the Appendix for screenshots of the instructions below. 1. From any web browser, navigate to http://www.escription.com/ 2. Under the Customer Log In, please fill in your Institution name. 3. Click on the SIGN IN button.

4. Enter your eScription User ID and Password. 5. Click on either Administrators link.

6. In the left-hand section will be a Support Center link. Click that link.

7. A new window will open to the eScription Customer Support Center. Log-in to the Support Center with your Support Center username and password.

8. If you do not have a Support Center username, then click the Register link, and provide the requested details. Once registered, you will be able to submit tickets to the eScription Customer Support Center Ticketing System.

9. Once registered, you can submit a ticket through the Submit a Ticket link. Follow this link, and fill in all of the required and relevant fields on the following page.

10. After you have completed the form, click on the Submit button at the bottom of the form to send the ticket to eScription Support.

When submitting a ticket, please provide as much information as possible. This will greatly aid the support staff in finding a resolution to your problem.

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How to get support

Requests & Minor Issues

Please contact us by opening a trouble ticket via the Support Center link within your Customer Center on the www.escription.com web site.

Important Issues

Please contact us by opening a trouble ticket via the Support Center link within your Customer Center on the www.escription.com web site.

If you feel it is appropriate, you can also call us at 781-726-8174 during normal business hours (7 AM to 12 AM ET, Monday through Friday; 9 AM to 5 PM ET, Saturday and Sunday).

Critical & Alert Issues

If you have a critical or alert-level issue, you should follow the following escalation procedure: 1. Enter a Critical or Alert priority issue via the Support Center link within your

Customer Center on the www.escription.com web site. This will generate an email page to the primary on call team member.

2. Alternatively, send email to [email protected]. This will go to the primary on call team member and will be delivered via an email pager.

3. If you do not have access to a web browser or email: Call 781-726-8175 and leave voicemail. This will also generate an email page to the person on call. That person will then retrieve the voicemail and call you back within 30 minutes.

4. Please wait thirty minutes for a call (or email) back.

5. If you do not receive a call or email within 30 minutes: Send email to

[email protected]. This will send an email page to the secondary on call team member.

6. Please wait thirty minutes for a call (or email) back.

Please be aware that we have set up the Emergency Support paging system for truly urgent problems. If you use the Emergency escalation procedures for a problem which is not classified as an emergency, we may inform you of this and will then continue troubleshooting the problem during normal Support business hours.

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Summary of support and escalation policies

Priority Priority Definition Initial Response Time Issue Updates to you Recommended Communication Methods

ALERT • Issue affecting entire system

• System down

• Potential direct patient

care affected

• Data integrity at risk

• Management attention required Within 30 minutes Continuous interaction until resolved

Ticket: Submit an Alert Priority

ticket through the Customer Ticket System.

Email:

[email protected]

Please do not send zip attachments.

Voicemail: 781-726-8175 CRITICAL • Issue affecting a single

critical production function • System operating in degraded state • Financial impact Within 30 minutes Daily until resolved

Ticket: Submit a Critical Priority

Email:

[email protected]

Please do not send zip attachments.

Voicemail: 781-726-8175 IMPORTANT • Minor subsystem failure

has occurred

• Data entry or access is

impaired on a limited basis On average, within 4 business hours Daily until resolved

Ticket: Submit an Important Priority

Phone: 781-726-8174

MINOR • System is operating with minor issues that can be circumvented

Within 1 business day

Weekly until resolved

Ticket: Submit a Minor or Request

Priority ticket through the Customer Ticket System.

If Necessary: Phone: 781-726-8174

REQUESTS • Request for assistance, information, or services that are routine in nature

Within 1 business day

Weekly until resolved

Ticket: Submit a Minor or Request

Priority ticket through the Customer Ticket System.

If Necessary: Phone: 781-726-8174

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Appendix: How to create and submit a ticket

The following instructions include screenshots to step you through the process of creating and submitting a ticket to eScription support via the web interface.

To access the 'Submit a Ticket' link:

1. From any web browser, navigate to http://www.escription.com/

2. Under the Customer Log In, please fill in your Institution name. The example below uses "SalesDemo".

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4. Enter your eScription User ID and Password

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8. A new window will open to the eScription Customer Support Center. Log-in to the Support Center with your Support Center username and password.

9. If you do not have a Support Center username, then click the Register link, and provide the requested details. Once

registered, you will be able to submit tickets to the eScription Customer Support Center Ticketing System.

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11 10. Once registered, you can submit a ticket through

the Submit a Ticket link. Follow this link, and fill in all of the required and relevant fields on the following page:

11. After you have completed the form, click on the Submit button at the bottom of the form to send the ticket to eScription Support.