Virtual Urgent Care
Virtual Urgent CareService Level AgreementCOVID 19 Business Continuity #10069024572006200775Innovation & Digital Care Transformation3/31/202000Innovation & Digital Care Transformation3/31/2020Standard AuthorityStandard OwnersInnovation & Digital Care TransformationReview and ExpirationReview DateExpiration Date3/31/2020Standard IdentificationStandard NameVirtual Urgent CareService Level AgreementCOVID 19 Business Continuity Standard ID1006902Contents TOC \o "1-3" \h \z \u Intro PAGEREF _Toc36624816 \h 3Purpose PAGEREF _Toc36624817 \h 3Overview PAGEREF _Toc36624818 \h 3Audience PAGEREF _Toc36624819 \h 3Service Level Agreement PAGEREF _Toc36624820 \h 3Hours of Operation PAGEREF _Toc36624821 \h 3Schedule PAGEREF _Toc36624822 \h 3Incident Priority PAGEREF _Toc36624823 \h 4Incident Management PAGEREF _Toc36624824 \h 4Escalation Process PAGEREF _Toc36624825 \h 5IntroPurposeThe purpose of this document is to define the service level for supporting Virtual Urgent Care. This Service Level Agreement (SLA) provides clear guidelines and responsibilities for anyone supporting this solution.OverviewThe Virtual Urgent Care leverages the Amwell provider console to allow clinical providers the ability to see patients via video sharing capability. Additionally, the provider may download a mobile application to access the provider console experience. The provider is able to sign into the web application and select patients from a virtual waiting room to conduct an urgent care visit. The Amwell console allows the provider the ability to document the visit, prescribe, diagnose, and chart the visit.AudienceServiceMatters and ServiceNow Help Desk personnel2nd and 3rd level Support personnelService Level AgreementHours of OperationSupport LevelDescriptionSpecificationsLevel 1The hours that level 1 Help Desk Support is availablePhone Support Hours: 24 hours a day, 7 days a weekLevel 2The hours that level 2 support is availablePhone Support: 8am PST – 5pm PST, 7 days a weekLevel 3The hours that level 3 support is availablePhone and Email Support: 24 hours a day, 7 days a week (vendor support)ScheduleSchedules are utilized in ServiceNow / ServiceMatters to determine the working week which SLA’s should run. This has an impact on the SLA calculation’s which ServiceNow / ServiceMatters run.Incident PriorityIncident PriorityTarget ResponseTarget ResolutionPotential SLA BreachSLA BreachSLA Breach +N hourP115 min from time of notification (Response is complete when member of the group takes ownership of the ticket)4 hours – wall clock75% (3 hrs.)101%Every 60 Minutes until the record is set to a service restored status P21 hr. from time of notification (Response is complete when member of the group takes ownership of the ticket)8 hours – wall clock75% (6 hrs.)101%Every 2 hrs. until the record is set to a service restored status P312 hrs. from time of notification (Response is complete when member of the group takes ownership of the ticket)24 Business hours (2 business days)75% (18 hrs.)101%Every 8 hrs. until the record is set to a service restored status P418 hrs. from time of notification (Response is complete when member of the group takes ownership of the ticket)36 Business Hours (3 business days)75% (27 hrs.)101%Every 8 hrs. until the record is set to a service restored status Incident ManagementShould the First response SLA not be met the secondary on-call for the group will be sent a notification.?Should the Second response SLA not be met the tertiary on-call for the group will be sent a notification.?Should the Third response SLA not be met OR there is no primary, secondary, and/or tertiary on-call defined for the group the Manager and Director for the group are sent a notification.Should the Fourth response SLA not be met then the Director and Senior Director for the group are sent a notification.?Should the Fifth response SLA not be met then the Senior Director and Vice President for the group are sent a notification.?Should the Sixth response SLA not be met then the Vice President and Senior Vice President for the group are sent a notification.?Should the Seventh response SLA not be met then the Incident Manager is sent a notification. The Incident Manager will then make contact with the assignment group leaders and get the ticket assigned and addressed.?Escalation ProcessFirst Level: Help Desk Clinical Informatics (ATE)Clinical Leadership (ATE)2nd Level:C19-Amwell Virtual Urgent CareNetworkEUS3rd Level:Amwell, 877.410.5548, support@ ................
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