Post-Production & Support
Monitoring Detor
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 Detor, your team will test the use of DASH and be trained on the monitoring process.
The DASH user guide can be referenced here: AIMS System Monitoring Dashboards User Guide (google.com)
Maintaining Detor
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 Detor, 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, request assistance by submitting a support request: Generic Request - AIMS Service Desk - Jira Service Management.
Detor Downtime
APHL’s goal is to minimize system downtime while also ensuring systems are regularly maintained.
Any planned maintenance-related downtime will be communicated ahead of time and best efforts will be made to schedule this downtime on Sunday mornings between 7:00-10:00 AM ET. During maintenance, any received messages will be queued and processed immediately following the downtime.
For unplanned issue-related downtime, communications with be sent within an hour of our awareness that there is an issue. Regular updates, any instructions, and resolution notifications will also be communicated.
Recipients of communication will be identified during the implementation and can be updated at any time by submitting a support request: Generic Request - AIMS Service Desk - Jira Service Management.
Requesting Support
Once you begin productive use of Detor, 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 ET, 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: AIMS Service Desk - Jira Service Management (atlassian.net)
When submitting a ticket, be prepared to provide information related to:
The relevant service: ETOR
For incidents, the “impact” and “urgency” of the incident
Details of the incident or request
Post-Production Updates
Updating Detor Test Panels
After going live with Detor, post-production changes to panels may be necessary. These include:
Adding a new test to an in-production panel for a new disease
Adding a new analyte to an in-production panel for an existing disease
Adding a new order to an in-production domain
These changes to tests will require a coordinated effort between the test resulting organization, APHL, and all impacted test ordering organizations. APHL will provide the support necessary for panel adjustments to be added to Detor, but it is the responsibility of the test resulting organization to notify and coordinate these updates with APHL and its partner test ordering organization(s).
More information on updating Detor test panels and the process to be followed can be found here: APHL Detor PHL and HCO Post-Production Update Process - ETOR AIMS Implementations - Confluence
Updating Detor HCO Sub-Facilities
After going live with Detor, post-production additions of facilities (e.g., hospitals) associated with an existing test ordering organization (e.g., HCO) may be necessary.
These facility additions will require a coordinated effort between the test resulting organization, APHL, and the applicable test ordering organization. APHL will provide the support necessary for adding a facility to Detor, but it is the responsibility of the test resulting organization to notify and coordinate these updates with APHL and its partner test ordering organization(s).
More information on adding a facility for an existing test ordering organization and the process to be followed can be found here: APHL Detor Post-Production Facility Addition Process - Detor Resources - Confluence
Information System Changes
After going live, please include Detor in testing of all future updates to the relevant test ordering and resulting organization information systems (e.g., LIMS, EHR). If any changes are needed, please submit a service request.
If you are converting to a new information system, significant work will be involved for Detor, and APHL should be notified as soon as possible to schedule a coordinated implementation. Please submit a service request with details of your system conversion.