Support Services for Clinical Practice
Our clinical practice customers are able to choose from three different support levels – Standard, Enhanced or Premium – as outlined below.
Silhouette Support Standard (Minimum) |
Silhouette Support Enhanced |
Silhouette Support Premium |
|
Level 1 Support | Customer IT or lead user | Customer IT or lead user | Support for approved users |
Level 2 Support | ARANZ Medical | ARANZ Medical | ARANZ Medical |
Priority 1 Respond/Restore | Reasonable efforts | 6hrs/12hrs | 4hrs/8hrs |
Service Desk Hours |
8 hours x 5 days Monday to Friday (Email and phone) NZ time zone |
8 hours x 5 days Monday to Friday (Email and phone) Client time zone |
24 hours x 5 days Monday to Friday (Email and phone) US Pacific time zone |
Software Updates Provided | ![]() |
![]() |
![]() |
Software Upgrade Support | Reasonable efforts | ![]() |
![]() |
Remote Remedial Maintenance | ![]() |
![]() |
![]() |
Data Reporting | Quote on request | Quote on request | 1 predefined report per month |
Data Monitoring | ![]() |
Quote on request | Quote on request |