Standards and Guidelines for Electronic Medical Record Systems in ...

• Determine appropriate incident priority (Critical, High, Medium, Low, and Minimal)
• Request and schedule special services (for example, after-hours support) well in advance.
• Be willing and available to provide critical information within 15 minutes of receiving a
request for information from Vendor developers seeking to resolve an issue.
• Participate in the User Acceptance Testing and Review in order for the service desk to close
an incident.
• Ensure data integrity especially with input data
• Provide feedback on service quality
• Escalate any unresolved issues as per escalation procedure above
• Proper operation of the equipment and application procedures
Vendor Responsibilities
Vendor agrees to:
• Maintain a Help Desk facility staffed with qualified personnel who will take problem reports,
answer technical questions and attempt to resolve problems over the telephone.
• Provide names of technical support personnel, at least (3), any who will be in charge of
support of facility EMR system and inform the facility of any management changes.
• Meet SLA resolution times associated with the priority assigned to incidents as defined in
the annexure.
• Schedule maintenance (downtime) during the maintenance hour’s window unless
circumstances warrant performing maintenance at another time.
• Communicate in writing (e-mail) with facility ICT regarding issues involving change
management
• Notify customer of any service interruption (planned or unplanned) and any updates or
upgrades.
• Keep track of all Customer requests/incidents reported.
5. REPORTS
Both the assigned facility systems administrator and the vendor helpdesk administrative
representative shall compile a monthly report showing helpdesk activity between the facility IT
Operations department and the vendor helpdesk including but not limited to:
1. Number of calls escalated
2. Average call resolution time based on severity
3. Number and status of calls escalated but still open.
6. ANNUAL MAINTENANCE FEES
Subject to and in consideration of the payment by facility to The Service Provider of the annual
maintenance fee and subject also to the observance and performance by facility of the obligations
on its part hereinafter contained The Service Provider is hereby obligated to provide maintenance
and support services as herein stated
Standards and Guidelines for Electronic Medical Records Systems in Kenya 103