Advanced Point-of-Care Clinical Information Solutions and Services

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Service and support are key elements in maintaining application availability. Application availability is critical in healthcare solutions and must be designed in from every aspect including the architecture, the hardware server(s), operating system, layered software products, applications and each part of the solution.  MsdC works with customers to design and specify the right set of services for each solution.  Our platform "Business Critical System Services" include all the services from each respective platform vendor necessary to provide very highly-available and stable solutions for all platform hardware and system software components.  These services may be contracted through MsdC as a total service solution offering or independently if needed.  MsdC application software support services are provided under the MsdC Application Services section.

MsdC designs and deploys applications on a variety of hardware and operating systems including UNIX and Linux platforms.  Customers can choose a turnkey approach in supporting their MsdC-based solution where MsdC is the single point of responsibility or they may select from a portfolio of vendor-based services: including remedial break-fix, operating system and layered product services, vendor product update services and related services. 

We coordinate service delivery with system hardware/software vendors (such as HP, IBM, Dell, etc.) and your other application service providers to deliver outstanding coverage and levels of service to support your solution. 

The platform Business Critical service provides 24x7, rapid response support for all vendor system hardware and system software.  This includes servers, client PCs/laptops/PDAs, operating system(s), system backup utilities, layered vendor applications (e.g. HP Openview, TruCluster, Linux, Storage Area Network (SAN) RAID subsystems, etc.).  This service complements applications and solution services provided for MsdC applications.

Key Benefits

•  Protects your investment in maintaining a high level of reliability and application service availability 

•  Complements the high-availability and high-stability system design

•  Choose from a menu of hardware and software services

•  Vendor services provide very rapid system-level remediation

Capabilities

Benefit from MsdC's help in assessing your service requirements. We will work with you to propose the service level packages for system servers and other third-party hardware and software that provide level of service you need to meet your service level agreements (SLAs).  Below are some of the standard vendor service package options available:

•  9x5 and 24x7 HW/SW support

•  2-hour and 4-hour response on-site hardware and software support

•  Named HW engineer

•  30-minute callback (critical); 1-hour callback (non-critical)

•  Proactive Patch Notification

•  System health check, Annual site visits and Preventive maintenance

•  License Subscription for System O/S software and embedded Layered Products (L/P) (i.e. unlimited users and server extensions for Tru64 UNIX)

•  Installation & Startup System O/S and Hardware

•  Pre-installation planning

•  Unpack equipment

•  Install operating systems

•  Product Configuration

•  Assemble and test

•  Print & network access

•  Basic product usage information

•  Orientation

•  Services for PC client workstations (onsite support, mail-in service depot, help-desk)

•  Custom services

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Last modified: 08/11/08