This section will provide an overview of three primary things:
Dash - including link to user guide
Clinical Architecture (CA) waypoint (portal to the vocabulary service) - waypoint is the portal that PHL will use to manage vocab service post implementation, including link to user guide
Support information including how to submit a ticket
AIMS Support
Once you begin productive use of ETOR, you will be transitioned to AIMS support. This will ensure prompt and qualified support.
The support team is available 24x7x365 to respond to critical ETOR related incidents. For all non-critical incidents, the support team is available 8:00 AM to 8:00 PM EST, Monday through Friday excluding holidays.
It is important to remember that the management of support tickets is a shared responsibility between the APHL support team and the individual/organization submitting the ticket. Efficient resolution may be impacted by availability of your team and relevant third parties.
The below reflects the AIMS Production Support Severity Descriptions:
Severity | Description of Conditions |
|---|---|
Catastrophic | The Service is down or almost entirely nonfunctional. Delivery of messages /documents to the final destination is greatly affected. Users are not able to use the Services and work practices are severely impacted. The condition may be due to the components of the APHL Platform being down, unreachable, or unusable. |
Critical | The Service has considerably degraded performance. While the Service displays major faults or crashes, the users’ work can progress. |
Medium | The Issue (1) affects the user and the problem has limited visibility or (2) is intermittent in nature and the user can still achieve full functionality on the platform. |
Low | The Service is unaffected. The condition involves minor errors or bugs in the Service that do not impact on the business or the program function. |
How to access Support
AIMS will provide portal access to the support desk for the purpose of reporting all issues and submitting requests. To access the support portal, use the following link: (to be provided). License?
Within the portal, select “ETOR ?” and be prepared to provide the information related to:
Impact