VineMeds Standard Support Agreement

Our VineMeds team is committed to customer success. The following document outlines our Support Services and Product Enhancements,

Support Services

Support Coverage:

VineMeds offers technical support for the cloud hosted VineMeds Application ("Application") as described below. Support includes assistance with application functionality, troubleshooting, product enhancements, and addressing technical issues.

Support Service Availability:

Standard support is available Monday – Friday 8:00AM – 5:00PM EST

Cases submitted after hours will be responded to promptly the next business day.

Support Channels:

Customers may access support through the following channels:

Email: support@vinemeds.com
Phone: 716-474-2995

Initiating a Case:

There are several data elements that will help us open, track, and resolve your case. Please have the following information ready when you open a case.

Organization name
Your full name
Your phone number
Your email address
Priority for the case
Description of the issue - Customer should provide sufficient details about issues, including error messages, steps to reproduce, and any other relevant information

Case category and assignment

All cases reported to VineMeds will be triaged and categorized as either an issue/defect, feature request/enhancement, or training. Issues may require software changes or may be due to imperfections in data. You will be provided a case number during case triage. The category establishes the case resolution path.

Issue: Systems Reliability Engineer

Feature Request: Product Team

Training: Customer Success Team

Case Prioritization:

When reporting an incident, please use the following prioritization criteria:

Severity 1 Issue

Critical Problems that require immediate attention and circumvention is not available; e.g., the production system is down and cannot be brought up; or a problem seriously impacts the business.

Severity 2 Issue

Limited Critical Problems that restrict functionality; e.g., the product operates but is severely restricted; the production system is regularly disrupted (i.e. 2 or 3 times a week); or the development system is seriously impacted

Severity 3 Issue

Limited Non-Critical Problems that occur with the product but the majority of functions are still usable; e.g., the production system is occasionally impacted (less than once per week); or a specific development area is impacted; or a problem occurs when a specific facility or function is invoked.

Severity 4 Issue

Routine Questions or Minimal Impact Problems that do not affect product operation, questions regarding the use of the product, or clarification of product features. E.g. An infrequently used utility occasionally gives misleading results; or a problem has occurred once but has not yet reoccurred and cannot be reproduced; or a problem occurs once but can be circumvented without undue difficulty. Severity 4 issues include how-to-questions and help with functionality.

Case Response Levels and Escalation

VineMeds will make every effort to respond and resolve requests in a timely manner. The VineMeds team adheres to the following response times:

Application Upgrades

VineMeds will regularly provide minor and major software enhancements to the Application using a Continuous Integration / Continuous Delivery (CI/CD) methodology. Code is designed, developed, fully tested, and approved for deployment before being released to production. Release notes, as necessary, are available on our VineMeds production site . Training will be available for any major functionality enhancements impacting your business processes.

Routine Changes: Routine changes system enhancements designed, developed, and tested by the VineMeds team. Deployments are typically a matter of seconds and performed during low usage times. Thus, deployments should be seamless to customers

Emergency Changes: While extremely rare, emergency changes may be necessary for health and safety of the VineMeds Application and Data. Emergency changes will be deployed as soon as possible and may briefly interrupt operations. The VineMeds team will work with customers to ensure full communication.

Planned Application Upgrades are excluded from system availability calculations.

Application Preventative Maintenance

VineMeds regularly updates the Application for system performance tuning, security, and efficiencies.

Minor PM Windows will be less than 3 hours in duration and performed during off hours. Most application upgrades are ‘zero downtime’ meaning that the system is available without outage. Processing may be on hold during the Minor PM Window and brought current when the window concludes. If an outage is required, users will be notified 48 hours ahead of time and a message posted on the VineMeds website indicating outage time and conclusion.

Major PM Windows more than 3 hours in duration and performed on weekends or off hours. Customers will be provided a minimum of 1 week notice for any planned maintenance over 3 hours.

Planned Maintenance windows are excluded from system availability calculations.

Alert monitoring

VineMeds Application provides an intelligent alerting system that sends regular system status reports and alerts to our support team if critical events occur. These notifications prompt staff to engage in and resolve any VineMeds issues.

Metrics and diagnostics

The VineMeds product records application and system metrics. These metrics provide the internal VineMeds operations team with visibility into capacity and system resource usage, and allow them to prevent or quickly resolve issues.

Recovery Times