Last updated 2019-12-12
24×5 from Sunday 10 pm to Friday 10 pm inclusive Eastern Time, excluding observed major holidays
24×7; 24 hours a day, 7 days a week
RamSoft manufactured software including patches, software updates, and software upgrades
Infrastructure provided at data centers by RamSoft to support Software
Hardware on which software is operating on, excluding Hosted Platform
Software not manufactured by RamSoft
Verifiable and reproducible failure of Software to conform to specifications excluding: failure of end-users to follow RamSoft documented operating procedure, failure that occurs due to misconfiguration of software or 3rd party software by end-users; failure that occurs due to an error in 3rd Party Software; failure that occurs due to an error in Hardware
New Software from RamSoft intended to offer significant new functionality, but may also resolve errors
Solution that enables, corrects or eliminates any major adverse effect of an error through a change in operating procedure, configuration, patch, software update, software upgrade, or repair to Hosted Platform
One or more updated software files from RamSoft to resolve an error
New Software from RamSoft that may introduce new functionality, but is intended to resolve errors
Functionality without which RamSoft software is not usable
RamSoft guarantees 99.9% infrastructure availability of your cloud server. In the event your cloud server is unavailable, except during scheduled maintenance, RamSoft shall provide a credit equivalent to one full day of charges for RamSoft hosted platform services for each 15 minutes of down time, beyond the first 30 minutes after you report the issue to RamSoft. This guarantee is not applicable if the unavailability is caused by issues outside of RamSoft’s control. The maximum such credit issued in any given month shall be equivalent to one full month of charges.
*Guarantee may not be applicable if Customer has not accepted Software Updates or Software Upgrades offered by RamSoft to fix Errors.
| P1 Systemwide issue blocking patient care with no workaround | ||||
|---|---|---|---|---|
| Reporting Method | Response Time | Updates from RamSoft | Resolution Time | Work Hours |
| Emergency Support is available via telephone & Live Chat during Regular Support Hours, and via telephone only otherwise | One hour | Every four hours | 48 hours | 24 hours a day, 7 days a week |
| P2 Issue impacting patient care | ||||
|---|---|---|---|---|
| Reporting Method | Response Time | Updates from RamSoft | Resolution Time | Work Hours |
| Community Portal, Live Chat or telephone during Regular Support Hours | Next business day | Every week | Two weeks | Business hours |
| P3 Software is usable with minor errors | ||||
|---|---|---|---|---|
| Reporting Method | Response Time | Updates from RamSoft | Resolution Time | Work Hours |
| Community Portal, Live Chat during Regular Support Hours | Two business days | As available | Next software update | Business hours |
| P4 Cosmetic errors in software or documentation | ||||
|---|---|---|---|---|
| Reporting Method | Response Time | Updates from RamSoft | Resolution Time | Work Hours |
| Community Portal | One week | As available | Next software update | Business hours |
RamSoft support will help identify and resolve issues with 3rd party software that disrupts the use of RamSoft software. After investigation, if RamSoft support determines that there is an issue with 3rd party software that is independent of RamSoft software and not a direct result of RamSoft’s integration, then the end-user may need to contact the 3rd party vendor directly for further support. In general, 3rd party vendors will not accept support requests from RamSoft on behalf of end-users.
Examples of billable requests include but are not limited to:
Please note billable service requests will be fulfilled only during normal office hours in the order they are received.
