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
|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 email@example.com 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.|