MINDEX: Support Contracts - What is Included and What are the Costs?
What is Included?
Most callouts are avoidable. Our experience over the years has been that 95% of
these are required after local modifications to the setup, the desktop icons, or
the PC. For example changing a server drive mapping without telling MINDEX will
cause a problem. Equally, installing a new version of Microsoft Office and not
telling MINDEX where the new version is located will result in the Word interface
failing. These are all very basic issues but PC's are not clever enough to
double-guess what has been changed!
Medistat provides four levels of support and the respective non-contractural costs are shown below. For exact costing for each site of the four levels of contract, please contact us.
| Contract Plan: | Standard (Level-A) | Mid-Level (Level-B) | Premium (Level-C) | Platinum (Level-D) |
None in Place |
| Upgrades - web downloaded by user | y | y | y | y | n |
| Upgrades - posted on CD (at nominal charge) | y | y | y | y | n |
| Issue access password to www.medistat.net and allow access to users area | y | y | y | y | n |
| Continued software development to meet NHS demands | y | y | y | y | n |
| Email support - guaranteed 30 mins response | y | y | n | ||
| Email support - guaranteed 4 hr response | y | y | y | y | n |
| Working-hours telephone support | y | y | y | y | n |
| Maintenance of Appointment Letters | y | y | y | y | n |
| Maintenance of Word report proformas | y | y | y | y | n |
| Updated NHS Dictionaries (when released by NHS/ONS) | y | y | y | y | n |
| Re-installation of MINDEX after new hard disk/workstation/server installed | y | y | n | ||
| Telephone advice to competent local IT staff where problem can be fixed quickly | y | y | y | y | n |
| Completion of NHS IMT required declaration forms throughout year | y | y | y | y | n |
| On-site setting up of your PC onto your network (no cabling) | y | y | n | ||
| Implementation of Secure Remote Software (VNC) for on-line support | y | y | y | n | |
| Provision and maintenance of Word results exporter | y | y | y | n | |
| Provision and maintenance of standard HL7 results interface | y | y | n | ||
| One day of Basic on site training for newcomers | y | y | n | ||
| One day of Advanced on site training for existing users | y | n | |||
| Word training and full support to MS Training standards | y | y | n | ||
| Site visits to reinstate deleted icons or configure Word interface (max 4/yr) | y | n | |||
| One site visit to undertake routine maintenance | y | y | y | n | |
| Two site visits to undertake routine maintenance | y | y | n | ||
| Three sites visits to undertake routine maintenance | y | n | |||
| Site visit to install or re-configure MINDEX printing setup (max 4/yr) | y | y | n | ||
| Site visit to correct unauthorised changes to MINDEX system files (max 4/yr) | y | n | |||
| Weekly backing up of your System and Dictionary files to our remote server | y | y | n | ||
| Encrypted Daily backing up of your Data files to our remote secure server | y | n | |||
| Weekly backing up of your System and Dictionary files to our remote server | y | y | n | ||
| Configuration of one-off Statistical Report generators (max 4 in each contract period) | y | y | y | n | |
| Supply and maintenance of appropriate server onto your network | y | n | |||
| Guaranteed callout time from receipt of written order (max working days) | 5 | 4 | 3 | 1 | 10 |
Costs
For Support Contract costs, please
contact Medistat.
Where NO Support Contract is in place, the following
charges prevail:
Travelling Time:
£58.50/hr
Mileage/Fares:
£1.12/mile or fares where applicable
On Site Engineer Time:
£88.75/hr
Developers Remote Time: £82.50/hr
At Base Developers Time: £82.50/hr (includes documentation
time)
Notes.
1. Costs are Norwich return
and if the total overall trip exceeds 12 hours, a flat £145 accomodation fee
will also be charged.
2. VAT at the current rate should be added to the above.
3.
A written order is required before an Engineer departs Norwich and
a specific note on your order confirming that our Invoice will be settled within
30 days of your receipt of it is required. A non-settlement penalty of 10%
for each month or part thereof will be added and acknowledgement of this term is
also required on the written order..
4.
This schedule is dated Jan-2011 and will be updated to reflect inflationary cost
increases.