Skip to Content
العربيةBook a demo
Solutions
Platform
Integrations
Security & Delivery
Resources
Company
Book a demo

Service levels for a hospital system: how they are agreed

Response and resolution targets, named contacts, availability targets for hosted deployments and regular reviews are agreed for each deployment and written into the contract.

What a service-level schedule contains

A hospital does not need a promise in general terms. It needs to know who answers, how fast, for which kind of problem, and what happens when a target is missed.

Ventrecs does not publish one set of figures for every customer. The schedule is built with you for your deployment, because the right targets depend on the services you run, the hosting model and the hours your facility works.

At a glance
Set
Per deployment, in the contract
Severity
Response and resolution targets by severity
Contacts
Named support contacts
Hosted
Availability targets for hosted deployments
Review
Regular service reviews
Service levels

Who is involved

Your operations lead and information-technology lead, who set what each severity means for the facility.
Clinical leads, who decide which problems are patient-safety issues.
Ventrecs support and delivery, who name the contacts and the route for raising issues.
Service levels

What is agreed

Severity and targets

Problems are graded, and each grade has targets.

  • Severity levels, set with you
  • Response targets for each severity
  • Resolution targets for each severity

People

Someone specific answers.

  • Named support contacts
  • A defined route for raising, prioritising and resolving issues
  • An urgent patient-safety route that does not wait for a ticket reply

Availability and review

Hosted deployments carry availability targets.

  • Availability targets for hosted deployments
  • Regular service reviews
  • Targets written into the contract
Service levels

How support runs day to day

One route to raise issuesThe ticket form asks what happened, where in the workflow, and whether patient care is affected.
Visible progressEvery ticket moves through new, in progress, waiting for you, resolved and closed, and the user sees each change.
Guides firstA task-based Help Centre in English and Arabic answers most questions before a ticket is needed.
Release managementChanges are tested and communicated before they reach production.
What we do not claim

Ventrecs does not claim ISO 27001, SOC 2, HIPAA or any other security certification, and makes no data-residency, uptime or response-time promise on this page. Hosting, security review and service levels are discussed and agreed for each deployment and written into the contract.

Service levels

Questions we are asked

What response times do you offer?

They are agreed per deployment by severity and written into the contract. We do not publish a single figure for every customer.

Do you publish an uptime percentage?

No. Availability targets for hosted deployments are agreed with the hosting model and written into the contract.

Who do we call?

The schedule names the support contacts and the route for raising issues. Patient-safety emergencies follow your organisation's own urgent route.

Are service reviews included?

Regular service reviews against the targets are part of the schedule.

Talk to us about your setup

Tell us about your facility and current systems. We will reply within one working day.