Brightsquid Service Level Agreements

Mark Eyre

March 14, 2022 21:29

Brightsquid works with its customers to ensure that reported technical issues are prioritized
appropriately. We base our response times and the actions taken to resolve a question or
problem on an assessment of the impact on your user experience. The more serious the
impact the higher the assigned priority.

Urgent - The problem or question results in an insurmountable interruption to use of the
service.
High - The problem or question results in an interruption to normal activity but does not
prevent use of the service.
Normal - The problem or question does not interfere with use of the service but requires
technical assistance.
Low - The problem or question requires an answer for informational purposes only.

Brightsquid will respond to issues as designated by the SLAs on the following time schedule.
In cases where a full resolution is not available in the designated time, an update to affected
users will be issued in the listed time increment:

Brightsquid Support - Definitions

Basic Support

Basic support services are provided to Subscribers and their contacts to ensure Brightsquid services are available and useful to all account holders. There is no charge for the basic support services listed here.

Resources

Live Technical Support by phone, email, Secure-Mail and Live Chat is available from 8am to 5pm (Mountain time), Monday to Friday. Users can connect with Brightsquid support services here - https://support.brightsquid.com

Written and video based support documentation can be found here - https://support.brightsquid.com

Feature specific training videos can be found inside the Brightsquid application (https://health.brightsquid.com) in the “Training” section.

Services

Account Creation, Configuration and Initial User Training (1 hr)

Brightsquid Account setup and configuration (Administrative Functions)

Clinic/Organization customization for Professional Users
Sub account user management for Professional Users

Secure-Mail Functional Training

Composing and sending messages with or without attachments
Accessing sent or received messages
Addressing messages to recipients
Shared Inbox and Message Routing Features
Message Template Creation and Management
Inviting new external users (Professional Users only)
Virtual training available via Technical Support Agents during support hours

Automated Messaging Systems

Bulk messaging and Care Plan Management configuration
Appointment Reminders Initial Configuration (where available)

Ongoing Technical Support and Access Assistance (as needed)

Account access assistance

Password Reset
Account Unlocks
User Profile Updates and Changes
Functional assistance
Administrative account updates
Troubleshooting

Practice Optimization for Professionals (1 hr)

Best Practices

Inbound Message Routing
Use Case training
Time Savers / Tips and Tricks

Support for Non-subscribed Recipients (as needed via Phone, Email and Chat)

Support for external recipients

Accessing sent or received messages
Addressing messages to recipients
Connecting with external users via the Directories
Virtual training available via Technical Support Agents
Composing Messages with or without attachments

Advanced Support / Professional Services

In addition to basic support services, the Brightsquid Customer Service team offers advanced services to users who need assistance with more complex and customized applications or reporting. These activities are available as needed and may incur a fee above your regular subscription rate.

Available Services (Remote)

Bulk message data processing, set up and sending on behalf of your Clinic
Appointment Reminders configuration of settings in Brightsquid panels
Care Plan Management Configuration
Brightsquid account changes and/or recovery where no clinic administrator is available
Activity report generation (Messages sent or received, agent activities etc…)
Custom Training

Service Requests

The following advanced support services are available in accordance with stated subscription level entitlements. These services may be requested by submitting a ticket on Brightsquid's Customer Support Portal.

Service	Description	Response

Pre-configured reports	Clinic Secure-Mail account administrators may request reports by sending a request to Brightsquid Support through the Secure-Mail application. The report is executed and provided back to the requestor (in .csv format) via Secure-Mail.	2 business days
Custom reports	Brightsquid works with the requestor to design the report. The consequent report is executed and provided back to authorized requestors in .csv format via the requestor's Secure-Mail account.	5 business days
Panel Message Data Processing	Brightsquid works with authorized requestors to configure the patient Panel Message campaign, coordinate the EMR data extract, format the .csv file, and send the messages.	3 business days
Appointment Reminder Configuration	Brightsquid works with authorized requestors to complete TELUS EMR interoperability request forms, optimize EMR scheduling configuration, and configure the Appointment Management application.	7 business days
Custom Training	Brightsquid works with authorized requestors to plan and deliver targeted training to targeted groups	5 business days
Clinic Administrator Services	Brightsquid works with authorized requestors to configure and/or make changes organizational accounts	2 business days