1Post Production & Support
- Shepherd, Rachel | APHL
Note that page is still in development. The preliminary sharing of this information is intended to benefit the ETOR initial implementers in preparation for their implementations, with the understanding that some information may change as our development evolves.
Monitoring ETOR
In addition to the monitoring performed by APHL, your team will have a tool, DASH, available to monitor the routing of your organization’s test orders and results. Prior to productive use of ETOR your team will test the use of DASH and be trained on the monitoring process.
The DASH user guide can be referenced here: INSERT LINK
Maintaining ETOR
Clinical Architecture’s Waypoint portal is the tool that will be used to manage the vocabulary service. This will need to be maintained and updated. During the implementation of ETOR, your team will receive training on this tool.
The Waypoint user guide can be referenced here: Waypoint v22.3 User Guide (clinicalarchitecture.com)
If you require assistance in updating the vocabulary mapping, a request ticket can be submitted to AIMS support.
Requesting 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 catastrophic and critical ETOR related incidents. For all other incidents and requests, 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).
When submitting a ticket, be prepared to provide information related to:
The relevant solution: ETOR
For incidents, the “impact” of the incident
A summary of the incident or request
Note that APHL is currently upgrading their production support processes to prepare for the launch of ETOR. Additional details on the support process will be updated here as they become available.