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TIER Client Support Priorities

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Overview

As users get accustomed to managing and reporting cases via the user portal, TIER Support wants to facilitate clear communication on case priorities.

Details

  • Priorities have a range of P1 through P4 with a level of urgency associated with each. ​P1 is the highest level.
  • Service Level Agreement (SLA) is provided in the description. The SLA gives the average time allocated to each level to provide a resolution for a case. Based on the specific details of case, the time to find a resolution can be sooner or take longer to resolve.
  • Default Priority: If a priority is not selected, the default of P3 will be assigned to all new cases in the portal. Not sure what the priority of a TIER Support case should be? We have a solution for that! 

Use the list below to help determine the priorities:

  • Priority Description SLAP1  Immediate issue. System is completely down or patient safety is at risk. Pending resolution within 3.5 business days.
  • P2 High priority issue. System is running but a module or form issue arises that requires attention. Pending resolution within 10 business days.
  • P3 Medium priority issue. Only a problem for one user, computer or report.  Pending resolution within 33 business days.
  • P4 Low priority issue. New form\report design. Questions regarding upgrades. No SLA currently set.

Cases that are logged through the portal can have a lag time of up to an hour before reviewed. If a P1 issue is being reported, please call the TIER Support team at 1-800-695-8527, Option 2 immediately. The issue can then be addressed in a timely manner.

Note: NetsmartCares Client Support reviews all cases and sets the priorities based on the guidelines listed above. At any time, Netsmart reserves the right to modify a case priority based on the latest details given.