At Raintree Systems we pride ourselves on delivering prompt and reliable support services to our customers. Our standard operating procedures embrace a “team support” model that empowers our support staff to quickly move reported problems through the system. Timely engagement of both technical and non-technical resources is an essential dynamic to providing meaningful support to our customers.
We demonstrate this commitment to quality service through our Support & Maintenance Agreement. The service level agreement inherent to this support services offering entitles our customers to the following benefits:
- Assignment of Customer Service Associate
- Prioritization of Critical & High Priority Issues
- Problem Determination & Resolution
- Direct Access to Engineering (3rd Level Support) As Needed
- Submission of New Ideas / Product Enhancement Considerations
- Proactive Monitoring of Application Health (for hosted customers)
- Troubleshooting Application Performance Issues
- Providing Resources and Guidance On Installation and Configuration
- Unlimited Access to Raintree University (E-Learning Course Library)
- Unlimited Access to the Raintree Customer Center
- Unlimited Access to the Raintree User Group Forums
- Participation In BETA Programs and other Early Adopter Initiatives
- Future Product Releases (For Licensed Modules Only)
Incident Prioritization Levels:
||The Raintree system is down or the nature of the problem has a broad impact that significantly limits the use of the system, resulting in a potential for customer billing/collection and/or clinical documentation/EMR delays
||The Raintree system is operational; however the problem is limiting a major feature or function of the system, resulting in potential billing/collection and/or clinical documentation/EMR delays.
||The problem is moderate in nature and does not have a direct impact on customer’s ability to use the system.
||Non-Break/Fix related requests (training, PCR, general questions, etc.) and does not have any impact on the operability of the customer’s systems.