Service Level Agreement (SLA)
Support Priority Levels
Overview of our support priority levels and their response times.
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Urgent | Complete system outage or critical safety issue | ≤ 5 minutes | 15-20 minutes |
| High | Technical issues inside clinic hours | ≤ 30 minutes | 15-20 minutes |
| Medium | Technical issues outside clinic hours | ≤ 1 business day | 24 hours |
| Low | General question or system installation | ≤ 4 business days | 1-2 days |
Technical Support Hours
Monday - Friday: 9:00 AM - 5:00 PM
Email: support@virtualhealthsolutions.com