Support
The support services summarized in the table below are included at no additional charge in the license to use the Acesis Performance Improvement Platform.
Designated support contacts |
Designated support contacts both for Acesis and Customer
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Support via telephone and email |
Customer may use whichever type of contact is most convenient
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Issue classification |
Customer and Acesis collaborate to classify issue as Priority 1 (P1), P2, P3 or P4. Detailed definitions are provided in support policy document.
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Service Level Agreements |
Best of breed response times and resolution efforts based upon issue priority.
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Issue creation |
Issues are promptly created in Acesis’s issue tracking system upon receipt of issue description from Customer.
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Issue monitoring |
P1 and P2 issues are urgent and are monitored continually. P3 issues are monitored on a daily basis. P4 issues are monitored according to Acesis’s software release schedule.
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Escalation procedures |
Well-defined issue escalation paths. Escalation times are rapid for P1 and P2 issues.
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Product updates |
Version containing error corrections, bug fixes and functionality enhancements. Included in Acesis Support Services.
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Product upgrades |
Version containing major functional enhancements, modifications and extensions. Included in Acesis Support Services.
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"Acesis gives our division at UCSF the ability to systematically assess quality through case review and analyze results effectively and in real time—thus moving from simple assessment into real improvement."