Support & SLA
Your system never sleeps. Neither do we.
Four support tiers adapted to every facility size — from private clinics to general hospitals and ministry networks. Choose your level of assurance.
Bronze
Essential
Uptime SLA
99.0%
Response time
72 h
Support channels
Email
Coverage hours
Business days
On-site visits
Not included
Account manager
Support pool
- Unlimited tickets
- Online knowledge base
- Security updates included
- Monthly incident report
Silver
Standard
Uptime SLA
99.5%
Response time
24 h
Support channels
Email + Phone
Coverage hours
Business days 8am–6pm
On-site visits
2 visits/year
Account manager
Priority support pool
- Everything in Bronze
- Priority phone line
- Semi-annual review
- Functional updates
MOST POPULAR
Gold
Priority
Uptime SLA
99.9%
Response time
4 h
Support channels
Email + Phone + WhatsApp
Coverage hours
Business days 7am–9pm
On-site visits
4 visits/year
Account manager
Named account manager
- Everything in Silver
- Dedicated account manager
- System health dashboard
- 24h critical hotline weekends
Platinum
Enterprise
Uptime SLA
99.99%
Response time
1 h
Support channels
All channels + Direct on-call
Coverage hours
24/7 · 365 days
On-site visits
Unlimited
Account manager
Dedicated team
- Everything in Gold
- Contractual SLA
- Direct 24/7 phone escalation
- On-site dedicated engineer
- Roadmap priority access
Service commitment comparison
| Commitment | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Initial response time | 72 h | 24 h | 4 h | 1 h |
| Uptime SLA | 99.0% | 99.5% | 99.9% | 99.99% |
| Out-of-hours support | ✕ | ✕ | ✓ weekends | ✓ 24/7 |
| Named account manager | ✕ | ✕ | ✓ | ✓ |
| On-site visits per year | 0 | 2 | 4 | Unlimited |
| Functional updates | ✕ | ✓ | ✓ | ✓ |
| System health dashboard | ✕ | ✕ | ✓ | ✓ |
| Roadmap priority access | ✕ | ✕ | ✕ | ✓ |
| Ongoing training included | ✕ | ✕ | ✓ | ✓ |
| Contractual SLA | ✕ | ✕ | ✕ | ✓ |
Incident management
P1 to P4 priority — we know what matters
All tickets are classified by impact on care continuity. A down health system is P1 — our team mobilises immediately, regardless of the hour.
P1
Critical
System down or patient safety risk
P2
High
Major feature blocked
P3
Medium
Partial degradation
P4
Low
Questions / enhancements
Which tier suits you?
Our sales team will help you choose the right support tier for your facility and budget.