Starting from scratch vs an industry standard - SLA

[Blue]

All, 

Can anyone share their SLA for Incidents in a large health systems with any EHR?

[carlasoukup]

Priority	Name	Contacts	Description	Response	Resolution	Target
Command Center	Major Incident	House Supervisor MOC AOC	Any P1 or P2 that requires dedicated focus, and collaboration between two or more teams or one team and one or more vendors, in order to effectively and efficiently resolve the incident.	Immediate upon notification	Soonest possible	NA
P1	Critical	MOC AOC House Supervisor	An interruption making a critical functionality inaccessible, or a complete service interruption, causing a severe impact to service availability. Work cannot be completed by staff.	15 min (24x7)	4 hours (24x7)	80% quarterly
P2	High	MOC AOC House Supervisor	Critical functionality or service access is interrupted or degraded, having a significant impact on service availability.  Work is significantly hindered for staff. A work-around may or may not be available.	1 hour (24x7)	8 hours (24x7)	80% quarterly
P3	Medium		Non critical function or procedure is unusable or hard to use, having an operational impact, but with moderate impact on service availability. Operational work is hindered. A work-around may or may not be available.	1 Business Day (8am – 5pm)	5 days Business Days (8am – 5pm)	90% monthly
P4	Low		Non critical function or procedure is unusable or hard to use, having a productivity impact, but with minimal impact on service availability. Productivity work is hindered. A work-around may or may not be available.	2 Business Days (8am – 5pm)	7 Business Days (8am – 5pm)	90% monthly

[Blue]

@carlasoukup ,  I assume the Target column is the SLA target? so 80% P1 resolved in a quarter within SLA?

[carlasoukup]

@Blue  that is correct!  Feel free to direct email me if you have other questions as well.  We went through a full reimplementation in 2018.

[Jeffrey Manvill]

What does the MOC & AOC stand for at Salem?