Purpose

This document is designed to provide a comprehensive guide for the creation, implementation, and management of SLAs within the Application Support Department. SLAs are critical components in defining the relationship between our DAS Application Support team and our clients, setting clear expectations for service delivery and performance.

The primary purpose of this SOP is to establish a standardized approach to developing, monitoring, and enforcing SLAs. By adhering to these procedures, we aim to ensure consistency, accountability, and transparency in our service delivery processes.

Client Support

Client support is available to clients with an active support agreement with DAS Health.

General client support is available between the hours of 8:00 AM and 8:00 PM EST Monday through Friday. For holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and the Friday after, and Christmas Day), DAS has limited staffing available, and assistance is limited to afterhours support issues.

Afterhours and emergency support is available between the hours of 8:00 PM and 8:00 AM EST Monday through Sunday for issues rendering critical business core functions inoperable. Emergency Client Support issues should only be reported via the Support Line (813-774-9800 x3). Every reasonable effort will be made to respond within 15 minutes and resolve the issues as soon as reasonably possible thereafter.

SLA Category Definitions

The SLA key performance indicator (KPI) goal is 95%. Our Application Support SLAs are categorized into three key performance indicators (KPIs): response rate, plan, and resolution.

Response Rate
1. This KPI measures the time it takes for the application support team to acknowledge and begin addressing a client’s service ticket.
Plan
1. This KPI tracks the time required for the application support team to diagnose and develop a solution for a client’s issue.
Resolution
1. This KPI marks the completion of the service level agreement by measuring the time taken to fully resolve the client’s issue.

Service Ticket Priority Level Definitions

Application Support have several priority levels for service tickets. Service Ticket priority levels are set and are based on urgency and impact of the client’s issue.

Priority 1 – Critical
1. A critical failure in the operational activity of the services, or an error that causes the services to be severely impacted or completely shut down, or use of services is impossible, where no workaround is available.
  - No one can access the EHR/PM Application
  - All users are kicked from EHR/PM Application
Priority 2 – High
1. Errors include high impact issues in which the services are inoperative or seriously degraded where a short-term workaround is available.
  - User is unable to log into the EHR/PM Application
  - User is unable to electronically prescribe in EHR/PM Application.
  - User is unable to enter notes into EHR/PM Application.
Priority 3 – Medium
1. The error limits the functionality or usefulness of the services, but the condition is not critical to the continued operation of the Services. A workaround is readily available and can be applied or used with little to not operational impact.
  - Claim rejected in EHR/PM Application
  - Inactivating users in EHR/PM Application
Priority 4 – Low
1. Minimal problems in the services arising from a misleading or unsatisfactory component or feature. The problem can be circumvented with no operational impact and there are no data integrity issues.
  - Customizations within the EHR/PM Application
  - Add new users in EHR/PM Application

Service Level Agreement Response Timelines

Listed below are the SLA response times based on the priority level of the client's reported issue.

Priority Level	Urgency	Impact	Definition	Initial Response Time
Priority 1 - Critical	High	High	A critical failure in the operational activity of the services, or an error that causes the services to be severely impacted or completely shut down, or use of services is impossible, where no workaround is available.	Within 15 minutes of receiving request. Within 1 hour for on call services.



Priority 2 - High	Medium	High	Errors include high impact issues in which the services are inoperative or seriously degraded where a short-term workaround is available.	Within 15 minutes of receiving request. Within 1 hour for on call services.




Priority 3 - Medium	Low, Medium	High, Medium	The error limits the functionality or usefulness of the services, but the condition is not critical to the continued operation of the Services. A workaround is readily available and can be applied or used with little to not operational impact.	Within 1 hour of receiving request.
Priority 3 - Medium	Low, Medium	High, Medium		Within 1 hour of receiving request.

Priority 4 - Low	Medium, Low	Low, Low	Minimal problems in the services arising from a misleading or unsatisfactory component or feature. The problem can be circumvented with no operational impact and there are no data integrity issues.	Within 1 hour of receiving request.
Priority 4 - Low	Medium, Low	Low, Low		Within 1 hour of receiving request.

First Response Time is the time to first contact the client from the first time that DAS is notified either by phone call to the Support Line (813-774-9800 x3) or an email is received by support@dashealth.com or enterprisesupport@dashealth.com. Although every attempt to resolve the issue will be made on the initial call, there may be more information that needs to be gathered and analysis that is required. There is no guarantee that the issue will be resolved in that timeframe, or at all, but that reasonable commercial efforts will be expended until the issue is resolved to the Client’s reasonable satisfaction. Please see the DAS Standard Incorporated Terms and Conditions for specific product warranties.

DAS Application Support will also provide emergency

Note: The Application Support Team aims to triage cases every 15 minutes. Additionally, our Same-Day Close Rate KPI targets an 80% case resolution. We also monitor the Average Days to Close KPI, ensuring cases are resolved within four business days of submission. However, these KPIs may be affected by factors such as workload, call/ticket volume, and staffing levels.

Breach Corrective Action

In the event DAS does not fulfill its obligations under this SLA, Client may be eligible to receive service credits towards future invoices, at the sole discretion of DAS. The foregoing penalty shall be the sole remedy available to Client for DAS’s breach of this SLA.