Service levels
What we promise, in numbers, including what happens when we miss.
SupportWhat it is
Written response and resolution targets by severity, with named contacts, working hours, escalation and what we do when we fall short.
Why it matters
A service level with no consequence is a sentence, not a commitment. The useful part of an agreement is the paragraph describing what happens when it is not met.
How severity works
A clinic that cannot open its diary is not the same as a misaligned button, and it should not be queued the same way. Severity is defined by impact on clinical activity, not by how upset the message sounds.
Included, every time.
- Response and resolution targets by severity
- Named contacts and escalation path
- Working hours stated plainly
- What happens when we miss a target
- Reported monthly, including our failures
Said plainly.
- No target we cannot actually meet.
- No severity decided by who shouts loudest.
What this changes in a private practice.
Response times you can hold us to
Written, with what counts as urgent defined in advance rather than argued about during an outage.
A named person
Someone who knows your configuration and your specialty, not whoever picks up the queue.
Honest about the hours
We tell you when we are not available rather than implying a support model we cannot actually staff.
Modern private practice
Clinics have learned to read the small print after being sold enterprise-sounding support that turned out to be a form. What is working is a smaller, clearer commitment that is actually met, published where a prospective client can see it.
Useful, and bounded
Triage and first-line answers are increasingly handled by the assistant, which is why a human answers faster when it matters. We do not use it to deflect. Anything clinical, contractual or urgent goes straight to a person.