SUPPORT

support

We at Aosta are deeply concerned about the client’s satisfaction. Towards this end, we maintain a full-fledged support team. Our team comprises of experts who are well versed in the functioning of a healthcare facility

WELL PLANNED IMPLEMENTATION

The Implementation team helps to work through all aspects of software installation. From interfaces to training sessions, system specifications and set-up, help is well provided. An Implementation Coordinator will work directly through all stages of implementation.

COMPREHENSIVE SUPPORT EXPOSURE

Our project coordinators also ensure quality assurance through random checks and continued assistance to our implementation/ support specialists. We also emphasize strong communicational and interpersonal skills in our customer support team.

PERSISTENT ASSESSMENTS

We have audit checks for implementation quality, which focus on process efficiencies and improving overall quality and productivity of the implementation team through an ongoing process redesign.

EFFICIENT SUPPORT EXECUTIVE

A support executive is a person who is well-informed with the software and its implementation and also possess strong communicational and interpersonal skills. The vital service he provides is to train the users to handle the package effectively and efficiently post implementation.

ONSITE AID

When there are any problems faced by the clients with data that are not recoverable, we deploy our executives in client premises for debugging and resolving the problem solving to provide ease of access.

EXCEPTIONAL TECHNICAL ASSISTANCE

Affordable assistance, available around the clock and adaptable to any environment are fundamentals of our company. Quality assurance is peer reviewed and continuous.

ORGANIZED SYSTEM TRAINING

Special trainees are always ready to train the people in the client side. They provide ensured training so that the person handling the system can easily fit to the environment. They will make sure that the staff understands the software, learns its many features in the shortest amount of time possible

SUPPORT SLA

Any serious Issues/Problems will be addressed based on the following Metrics:

  • L1 – Showstopper and needs to be resolved.
  • L2 – Need it and expect to get it soon.
  • L3 – Important, but not expected right away.
  • L4 – Nice to have.
  • CR – Change Request
  • NR – New Request

SUPPORT COMMITMENT

The estimated timeline to resolution will be communicated over mail / BackBone Job Tracking System.

  • L1 – Will be assessed as a top priority.
  • L2 – Will be undertaken / assigned within 2 working days.
  • L3 – Will be undertaken / assigned within 4 working days.
  • L4 – Will be undertaken / assigned upon mutual agreement.
  • CR – Will be undertaken on agreement of Man Hour Charges.
  • NR – Will be undertaken on agreement of Man Hour Charges.

TECHNOLOGY AND HOSTING GUIDANCE

BackBone is developed on Microsoft Technologies. It is a browser based software and can be accessed from anywhere.BackBone is also available on Mobile. Currently it is supported in Native Andorid and iOS platforms.

PEOPLE SAY

  • Aosta’s BackBone HIS is very comfortable to use and operate. We found many insightful tools in BackBone and departments like Finance, Front office, Lab and Pharmacy found the system to be very user friendly.

    Aosta’s backend team has given us excellent support after the roll out thus giving peace of mind when it comes to managing the complete IT backbone of KMCH.

    Kovai Medical Center and Hospital – Coimbatore
  • We have done a thorough evaluations of various HIS systems and finally engaged Aosta as they have the best product to us. We @ Yenepoya use Aosta BackBone across all our hospital streams as their system provide seamless experience to all the stakeholders within the hospital. The ease of use, contemporary best practices, tools like EMR & Mobile interface etc are some of the highlights of Aosta platform. We love to work with Aosta team.

    Yenepoya Medical College & Yenepoya Specialty Hospital – Mangalore

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