Help Desk/Support Services. The CP will handle initial problem solving and troubleshooting at the HIO level. For issues related to connection to or Use of the P3N, PA eHealth will provide support services 24 x 7 x 365. For issues related to connection to or use of the PHG, PA eHealth will provide support services from 6:00 a.m. β 6:00 p.m. on business days. Service Level Agreements (SLAs). SLAs exist between the PA eHealth and its technology vendors. These SLAs are designed to ensure the P3N and PHG Services are available to CPs, and cover areas such as network availability, response time, Data availability, Service restoration, continuous monitoring, help desk metrics, and maintenance windows.
Appears in 6 contracts
Samples: Participation Agreement, Participation Agreement, Participation Agreement
