SureShield’s Technical Assistance Center (TAC) – Unlimited Telephone and Email Support
SureShield’s Technical Assistance Center (TAC) is available 24 hours a day, 7 days a week for assistance with configurations, feature implementation, troubleshooting, and general information.
SureShield Healthcare IT Risk & Compliance Software support customers receive prioritized TAC services. The TAC support database uses ticket generation and tracking ability to track the progress of the case.
Impact / Severity
|Examples||Response Time SLAs|
|Response Time||Resolution Time|
|1||Critical||Service not Accessible/Unable to restore Service/No work around available||60 mins||4 hrs|
|2||High||User experiences functionality breaks/User unable to log into his account/ Not able to see the expected data||90 mins||6 hrs|
|3||Medium||User has functionality and/or interpretation issues||6 hrs||24 hrs|
|4||Low||User has “How do I?” issues||6 hrs||24 hrs|
|5||Feature Request||New feature requests/ Enhancements||12 hrs||24 hrs for feedback|