SHS Support Priority Levels
SAFE Health Systems is committed to providing the help you need to meet your business objectives and drive the most value from your SAFE Health Systems solutions. Our mission is to create an excellent customer experience.
The SAFE Health Systems Customer Support Team will now be your point of contact for questions, supplementary resources, and support-related issues.
The following information will help you navigate to our various resources and to receive support.
Where can I find answers about how something works?
- The first place you should check is our Support Center knowledge base.
- Use the comprehensive search to view community Discussions or post a question to tap to the wealth of knowledge of your peers (our staff and other community users).
We encourage you to create a ticket clearly describing the issue on our Support Center or use the link below.
- Support: firstname.lastname@example.org
After a ticket is submitted, a member of our Customer Support Team will be happy to assist you.
The SAFE Health Systems Customer Support ticketing system allows customers to choose a business impact (High, Medium, Low) when creating a Support ticket. It's helpful for Support staff to know how customers feel the issue is impacting their business. The business impact options are described in the table below.
NOTE: The priority of a ticket is ultimately determined by the Customer Support Team using the following guidelines.
* Customer Support for priority levels 2, 3, and 4 is not available on SAFE Health Systems U.S. observed holidays.
Priority level adjustments
The priority level that a customer selects when submitting a ticket is subject to adjustment by Customer Support staff upon evaluating the case. For example, if a case reporting a typo on a page is marked as High priority, a member of the Customer Support Team might downgrade the case to Low priority (unless a reasonable justification is provided) because the issue does not impact functionality.
NOTE: If the priority level of your case is downgraded, a Customer Support Specialist will notify you of the reason.
What if there is an error, issue, or bug on my site?
While the SHS Customer Support Team is your point of contact for questions and support-related issues, we encourage you to always:
- Check the Known Issues section of our knowledge base to see whether the issue you're experiencing has been reported and whether there's a known workaround, then
- Check our knowledge base for product-specific information, and to then
- Create a ticket clearly describing the issue, if you have not found information on or a workaround for your issue.
TIP: See How to create a ticket in Support Center to see what information to provide when you create a Support ticket.
A member of our Customer Support Team will be happy to assist you.
What is included in SAFE Health's core support?
SAFE Health System's core support includes bug fixes, front-end and back-end troubleshooting, task orders (refer to Task Orders below), and responses to "how to" questions.
NOTE: Due to the nature of bug fixes, troubleshooting, and task orders, they take precedence over "how to" questions.
NOTE: In addition, "tasks in bulk" (i.e., all manual-process tasks that will exceed 30 minutes of work time) will not be executed as core support, but could be situationally evaluated which may result in a task order.
What is not included in SAFE Health System's core support?
What can I do if I am not getting a response on a case?
First: Reply to the ticket email message and request an update.
Then: If you feel the need to escalate the ticket or are dissatisfied for any reason, send a message to email@example.com with the ticket number and your request. A member of the Customer Support Team will respond as quickly as possible.
Task Orders are:
- Integration changes
- Custom report requests
- Restoring any of the following that was accidentally deleted:
- a site, site navigation, and site content
- a community, community content, and community memberships
NOTE: There is a minimum charge of $400.00 for all task orders.
Each task order is evaluated based on the level of effort deemed necessary to satisfy the request. Unless otherwise indicated, the task order final cost will be provided to you and your approval is required before work begins.
NOTE: You will be required to digitally sign a statement of work for any task order that is estimated at $1,000.00 or more.
Bookmark these links so you have convenient access to them:
- (Links needed here)
Encourage co-workers who will be working on your community site to sign up for a SAFE Health Systems account using their organizational email address so that they can access these great resources, too.