Health IT will provide reasonably unlimited technical support to each seat during business hours.
A seat is either a named user or a known endpoint (usually a computer). An agreement can be based on either users or endpoints, but not both.
Technical support is defined as assistance given to the customer to enable and enhance the use of existing business technology.
HIT code: A101
Scope of Work
The purpose of this agreement is to proactively maintain a well performing and secure Information Technology environment.
We intend to cover everything required to keep your surgery functioning well, within the scope of existing equipment. Services to hardware and software required for the surgery to function but not listed here, should be specifically discussed.
Health IT will provide technical support on the following:
- The local network environment including Internet connection/s, firewalls, routers, switches, network attached storage and approved wireless equipment.
- Servers running Microsoft Windows Operating Systems within Microsoft support.
- Servers running VMWare ESX or ESXi version 5.5 or higher.
- Workstations running Microsoft Windows Operating Systems within current Microsoft support.
- Workstations running Apple OS/X 10.10.5 or higher.
- Associated surgery hardware including network equipment, backup equipment, printers and scanners; and any other hardware connected to the network via wired Ethernet.
- Treatment room hardware including ECG, Spirometry, Temperature monitoring systems.
- Microsoft Office – any version currently supported by Microsoft.
- Best Practice / Genie / Medical Director - any vendor supported version.
- Associated surgery software including accounting software, clinical systems including results downloaders, secure messaging systems, ECG, Spirometry; any other software required for surgery business.
- Remote access systems including setting up of such on approved home computers and portable devices.
- Internet domain name / DNS.
- Business email systems.
Health IT will act as the primary contact for all of the above. Issues will be solved internally or triaged and referred to vendor support.
Proactive management of the following will occur during business hours: (management systems covering the following report to us in real time)
- Sophos Firewall
- Backup system including a monthly test restore
- Microsoft Windows patch management
- Patch management for the following software:
- Best Practice *
- Medical Director *
- Genie *
- Adobe Reader
- Java
- Firefox
- Chrome
- Classic Start