For issues related to Encore Med, please follow our support tier below as a guide in sourcing for assistance
First and foremost, as a front facing client user (Clinic Assistant, Nurses, Medical Officer) if you encounter an issue while using Encore Med system, you may be thinking,
'Ahh I should straight away contact Encore Med personnel!'
Wait a minute!
Please ensure the below :
- You have self investigate
- Check and follow the guides posted in our knowledgebase portal.
If the issue persist, kindly raise the issue to your Internal Encore Med support which includes your IT Team, Admins, Operation Team or your Manager. Due to their admin access, they would be able to see all logs and details that is limited to your access.
Once they rectify the issue and resulted in a diagnosis, if it may be resolved from your end, case is closed. If the issue does persist after referring to our Knowledge Base, they may now forward the diagnosis to Encore Med Customer Success.
Encore Med Support Tier :
|
Support Level |
Function |
Support Methodology |
Staffing needs |
|
Tier 1 |
User Self-help |
Users refer to Encore Med's Knowledge Base for quick basic troubleshooting |
The user of the system. |
|
Tier 2 |
Hospital IT Support |
Support for basic user issues such as solving usage problems and fulfilling user requests that need IT involvement. If no solution is available, tier 2 personnel escalate the incidents to a higher tier through the Encore Med ticketing system, or contact Key Account Manager via support email |
Local support from the hospital IT team who trained to solve known problems and to fulfill service requests according to user guidelines, EM knowledgebase and manuals. |
|
Tier 3 |
Level 1 Support: Encore Med Client Success Team |
Experienced and knowledgeable Client Success assesses issues and provides solutions for problems that cannot be handled by tier 2. If no solution is available, tier 3 support escalates the incident to tier 4. |
Support personnel from Encore Med with deep knowledge of the product or service. |
|
Tier 4 |
Level 2 Support: Encore Med Technical Team |
Tier 4 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. |
Specialists/Technical Team from Encore Med are generally the most highly skilled product specialists. |
Service Level Agreement (SLA)
Kindly adhere to our operating hours below. Issues or inquiries outside of Encore Med operating hours, please refer to your Internal Support Team.
Support Hours:
Full Support Team :
Monday to Friday, 8:30am to 6:00pm
Excluding :
Public Holiday
This Service Level Agreement (SLA) describes the standard level you can expect from our support team. We are doing our best to adhere to these response times.
| Classification | Description | Response Time |
| High |
The Services are completely unavailable or performance is so poor as to render the Services unusable |
Immediate - By end of the day |
| Medium | A loss of a function or resource of the Services that does not seriously affect Services functionality | 1-3 working days |
| Low |
All other problems with the Services other than those that fall within the categories listed above; or Enhancement requests |
5-10 working days |
Note:
Response does not guarantee resolution.
Our team is growing and constantly learning together with our clients, and certain tickets may require long studies, research and development to achieve a working solution.
We sincerely appreciate your patience and understanding.
Exclusion:
This SLA does not cover (without limitation):
- network performance at client's physical location or internet access point (such as a local DSL/cable modem)
- force majeure events