Operations and support
Service levels, support, contract and reversibility.
Three service levels.
Commitments follow the maturity of CareOne: we only promise what the team can deliver.
| Pilot | Standard | Premium | |
|---|---|---|---|
| Availability | Targeted, no commitment | 99.5% per month | 99.9% per month |
| Support | Working days, 9 am – 6 pm | Working days, plus 24/7 on-call for blocking incidents | 24/7 for blocking and major incidents |
- Maintenance announced five working days in advance, at night, four hours a month at most.
- Service restored within a targeted eight hours after a major incident. Restores tested every quarter, with a report.
- A degraded-mode kit is provided: regular read-only exports (care plans, current treatments), paper procedures and a back-to-normal procedure.
- Not covered: the hospital’s network and workstations, third-party software (PACS, LIS), national teleservices, force majeure.
Response times by severity (Standard level).
- Blocking
- EPR unavailable, or a risk for a patient. Handled within 30 minutes, workaround within 4 hours.
- Major
- A key module out of service (prescription, care plan, INSi). Handled within 2 working hours, workaround within 1 working day.
- Minor
- A nuisance with a possible workaround. Handled within 1 working day, fixed in a later version.
- Request
- Change or question: reviewed by the product committee.
Who answers.
- In the software
- SAM and the training sheets, for immediate help.
- In the hospital
- Trained key users, the only contacts of the support team: they sort out questions about use and rights.
- CareOne support
- Qualifies the request, sets its severity, offers a workaround and informs the key users.
- Development and host
- Software fixes; infrastructure incidents with Scaleway.
- No health data in tickets: only a technical identifier.
- Access to production on authorisation, traced, restricted to named and authorised people.
- A ticket portal, an e-mail address and an on-call phone line kept for blocking incidents; a status page for each blocking incident.
- A monthly review with each hospital: tickets, response times, availability.
The contract.
- A three-year SaaS framework contract, with its appendices: functional scope, service levels, GDPR processing agreement, HDS appendix, reversibility.
- GDPR: the hospital is the controller, ALTRONIS the processor and Scaleway a sub-processor.
- The data belongs to the hospital. Reversibility: full export in open formats, three to six months of support, then destruction of the data with a certificate of destruction.
- Included: HDS hosting, corrective maintenance, new versions, regulatory updates, SAM, support according to the chosen level. On quotation: configuration beyond the package, local interfaces, data migration, additional training, developments specific to one hospital.
- CLIO gives no medical advice; medical responsibility stays with the prescriber.
- A separate pilot contract, free or discounted, with no firm service commitment, in exchange for a reference and feedback.