Creating a Support Ticket
All support requests begin with submitting a support ticket through the Rx.Health Support Portal. Support requests need to be submitted through your site's project manager or IT department.
To submit a support ticket, open JIRA by clicking here.
For instructions on submitting a support request, click here.
General Requests, Tasks, and Change Requests
| Request Type | Response Time |
| General Requests and Q&A | Initial response time within 8 hours. |
| Routine Task | Response within 8 hours with estimated resolution time. |
| Change Request | Response within 8 hours with estimated resolution time. |
System Performance Issues and Outages
| Impact Levels | Details |
| High | Issue where the platform or service is completely unavailable to users or is working at a severely degraded capacity/performance level for multiple users making the platform unusable-or- Issue is impacting revenue or time-sensitive regulatory compliance. |
| Medium | Issue where the platform or service is working with limited functionality or at marginally degraded capacity or performance for multiple users (more than 5% of total users). |
| Low | Issue where not more than 5% of total users are unable to use the service or platform -or- Users are not able to use a specific component of the platform which is not critical for normal functioning of service as a whole -or- A feature is unavailable where another can be readily used. |
| Impact Level | Rx.Health response commitment | Client Communications Notification Due |
| High | 1 hour | Every 1 elapsed hour *^ |
| Medium | 8 hours | Every 8 elapsed hours* |
| Low | 16 hours | Every 16 elapsed hours* |
| Escalation Level | Type of Issue | Rx.Health Contact |
|---|---|---|
| Level 1 | General Requests and Q&A | Submit report requests through support portal. |
| Level 2 | Low Impact Issues: No response on level 2 issue within committed time | [email protected] plus Project Team (Tech and/or Clinical Team) or call at (646) 969-9939 option 2 for technical support. |
| Level 3 | Medium Impact Issues: No response on level 2 issue within the committed time. | Level 2 contacts plus Program Leads (Project Director and Tech Services Director). |
| Level 4 | High Impact Issues: No response on level 3 issue within committed time. | Level 3 contacts plus Rx.Health executive team. |