HOSPITAL SERVICES LIMITED

HSL - Customer Support Services

Our UK based Service Operations Centre is available should you have any queries or require support or guidance. Your support tickets will be received by our engineers who can provide assistance with any issues that may be being experienced.

Features

• Branded guides covering processes and procedure for access to SOC
• UK based Support Operations Centre (SOC)
• Available 08.00am-17.30pm Monday to Friday (excluding UK public holidays).
• The SOC will answer all phone calls within 3 rings
• Emailed support requests will be acknowledged within 2 hours
• Support tickets issued with a priority level assigned
• Software updates on all supported equipment
• Dedicated 24/7 365 test service

Benefits

• Proactive support
• Effective resolution of queries, incidents and problems
• Industry expertise assuring service continuity and quality
• Ticketed support system enabling tracking and updating of incidents
• Priority level set by the user as defined in SLA
• Clear escalation and fault resolution process
• Improves staff confidence and skills for using the services

£600 to £1,200 a unit a year

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@hsl.ie. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

767508999450609

Contact

Graham Stewart
01157043000
sales@hsl.ie

Planning

• Planning service: Yes
• How the planning service works: Once an order has been received, the order will be passed to your dedicated account manager who will then complete the following: ; Clarify the use of the service the requirement and support with the buying organisation; Deployment options and timescales; Organisation Administration details; Individual user and device details; Training delivery (if applicable) and the Support Operations Centre process.; Once the use of the service has been activated, basic onboarding emails, followed up with review meetings between owners, users and HSL account managers to discuss and understand the features of the service and increase usage and adoption within your organisation.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Pulse MDT

Training

• Training service provided: Yes
• How the training service works: Training, should this be required, will be designed in line with your organisational requirements. Training can be conducted on site or remotely in a format that is most suitable. ; The course objectives will be agreed during the on boarding process to provide and ensure appropriate level skills, to enable the use of all the functions available on the software. This will consist of theory, discussion and practical real life setting. Useful user and support, client branded documentation can be provided to all users in electronic format
• Training is tied to specific services: Yes
• Services the training service works with: Pulse MDT

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: HSL will work with the customer representatives to agree a migration plan to move to the HSL service taking into account all aspects including technical, change control, change management, training and service support procedures.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: By incorporating performance procedures from the start of the project, we aim to prevent the emergence of performance issues to ensure the quality of the service meets our customers expectations. Our testing methodology focuses on speed, scalability and stability. At the beginning of the project, we develop a test plan showing tasks, activities, resources, durations and milestones. We conduct performance testing to health check the software, resilience, load, measure the speed of the network and stability to demonstrate that the software meets performance criteria.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: HSL Client Support Services has a Support Operations Centre (SOC) as a single point of contact for users for day-to-day activities who may experience issues, user difficulties or require a replacement. This service covers HSL-Integrated Video Services and HSL - Cloud Diagnostic Telemedicine Software.; This service provides the assurance that should your solution be out of operation or requires replacement, we ensure that this is for a minimum amount of time possible to ensure continuity of services. Our SOC manages any reported incidents, service disruptions, replacements and any service related tasks, ensuring clear communications for any planned changes or planned outage to the services. ; ; This is a series of services providing training, support and maintenance cover that can assist with day to day operational issues and/or supply a replacement for your solution should it become faulty or corrupted at any time during your agreement.

Service scope

• Service constraints: The Support Operations Centre (SOC) is available 08.00am-17.30pm Monday to Friday (excluding UK public holidays). If the SOC is required outside of this window, arrangements can be made and priced depending on the requirement and application.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support requests will be acknowledged within 2 hours The Support Operations Centre (SOC) is available 08.00am-17.30pm Monday to Friday (excluding UK public holidays). If the SOC is required outside of this window, arrangements can be made and priced depending on the requirement and application
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We adapt our support to the needs of the users and can offer most support levels requested by clients. We are able to provide first and second line support to our clients. We have provided both real-time telephone support and email support. The costs of each of these modalities is tailored to the specific needs of our clients to ensure the right level of support is provided to the service in question. In all of our client engagements there will be a dedicated account manager – and typically a cloud support engineer and technical account manager depending on the needs of the client which is identified during on boarding process. Pricing is available within the pricing schedule

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Pexip Infinity Cisco, Poly, Zoom, Google Teams

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 09/03/2024
• What the ISO/IEC 27001 doesn’t cover: The scope of our certification covers all aspects of the HSL operations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Deliver additional environmental benefits in the performance of the ; contract including working towards net zero greenhouse gas emissions

Pricing

• Price: £600 to £1,200 a unit a year
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@hsl.ie. Tell them what format you need. It will help if you say what assistive technology you use.