Conforming Support Policy
The Prognosis Conforming Support Policy outlines the support that Prognosis provides to its Clients who are adhering to guidelines where indicated.
Prognosis provides a Train the Trainer support model. Each Client is required to have a Prognosis certified trainer (Super User) on staff who is responsible to train new users in the use of the Prognosis system. These Super Users are also responsible for the “first line of support” at the facility when the staff has questions or needs training on the system. Super Users are the only facility staff authorized to have a login account to the Prognosis Support ticketing system. Learn more about the requirements for Certified Trainers here: prognosisinnovation.com/certified-trainer.
Reply Times and Expectations
The Prognosis Support team strives to provide world class support to our Clients. Towards this goal, we normally provide a first reply within minutes during business hours and resolve most issues within two business days. If our Client’s support request is deemed an enhancement, it is reviewed by our product management team and, if accepted, scheduled for a future development date. Learn more about our Support Policy here: prognosisinnovation.com/support-policy.
After Hours Support
The Prognosis Client Support team provides an 800 number for after-hours support. This is exclusively for critical system issues like a down system down or a major part of the system being unresponsive. All other issues reported after hours will be responded to during business hours.
Update Rollout Policy for Conforming Clients
Clients who are in conformance with all relevant Prognosis policies will receive regular software updates in the following ways:
- For Company Hosted Environments at the Client site: The Prognosis Client Support team will coordinate an update time with the Client to occur during business hours. This will be a minimum of six (6) hours of system downtime during the update.
- For Company Hosted Environments at Prognosis' site(s): The Prognosis Support team will give the Client’s Super Users access to the update in our hosted environment to test and review prior to deployment. Once accepted by the Client, the Prognosis Support team will push the update to the Client’s production server after business hours to minimize Client disruption.
Update Rollout Policy for Non-Conforming Clients
Clients who are not in conformance with all relevant Prognosis policies will receive regular software updates in the following ways:
- For Company Hosted Environments at the Client site: The Prognosis Support team will inform the client seven (7) days prior to an update with the maintenance window. This will be a minimum of six (6) hours of system downtime during the update which will occur during business hours as described in the Support Policy. Learn more about our Support Policy here: prognosisinnovation.com/support-policy.
- For Company Hosted Environments at Prognosis' site(s): The Prognosis Support team will push the update to the production server during business hours which will result in system downtime. The Client’s Super Users are not guaranteed access to the system for testing prior to rollout of the update.
Updated August 2017.