Support Services
HealthUnity provides different support options based on customer requirements. Support Requests can be raised using one of the following support channels:
- Toll-free number
- Onsite Staff
The Support Team will respond back with an acknowledgement of the reported issue within agreed upon timeframe. They will provide a Tracking ID and further details about the timeframe required to provide a hot fix (if any).
Issue escalation process and how we track and resolve problems
The Customer Support Team is a team of HealthUnity engineers that focuses on providing customer support and break fix support to our customers. The team ensures that critical fixes can be resolved and a hot fix delivered within a short timeframe. If requested, the team maintains a replica of the build deployed at customer sites to ensure that any issue can quickly be reproduced and the fix tested within a short period of time.
Additionally, we allow you to procure dedicated support resources based onshore or offshore. And we have partners who are experts in our system and can be leveraged for further support as needed.
Change management process for dealing with change orders
The high level process followed for Change Management is shown below. Each Change Request is reviewed and an appropriate decision is taken. Key individuals from the team do the impact analysis and the required design change for implementing the change request. Each step has reviews in place to ensure that no unwanted change gets through. A key differentiation aspect of the HealthUnity Change Management Process is the two-step test cycle; one from within the organization and one 3rd party QA Team, which ensures additional testing and certification of the build.
