Incident response
Defined response and escalation paths, with clinical urgency reflected in prioritisation.
Managed Support
Ongoing operation, monitoring and improvement of live clinical systems.
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Overview
A clinical system's first day live is the start of its life, not the end of the project. Managed support covers day-to-day operation, incident response, updates and the steady stream of small improvements that keep a system fitting the service.
Key Capabilities
System administration
User management, configuration changes, updates and routine health checks handled as standing work.
Continuous improvement
Recurring issues are addressed at the cause rather than repeatedly at the symptom.
Who It Is For
- Organisations without in-house clinical systems expertise
- IT teams stretched across too many systems
- Providers needing defined response commitments
- Services following an implementation into business-as-usual
Integration
Covers the Nika Global product set. Third-party system support can be included by agreement.
How It Works
Assess
Current system state, known issues and support history are reviewed at handover.
Design
Support model, response targets and escalation routes are agreed and documented. [PLACEHOLDER: published SLA response and resolution targets]
Deploy
Monitoring, access and runbooks are established before support responsibility transfers.
Improve
Incident trends are reviewed regularly and underlying causes addressed.
Related
Implementation
Plan, configure and deploy healthcare systems without disrupting clinical services.
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Move ageing healthcare infrastructure to cloud platforms with clinical risk managed.
Learn moreManaged Support
Ongoing operation, monitoring and improvement of live clinical systems.
Learn moreTalk to our team about Managed Support
We will help you scope the right fit for your organisation.