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VUMC Help Desk Service Level Agreement
Medical Center-wide
Service
- Who Is Supported Under This Agreement
1. The Vanderbilt University Medical Center Help Desk will provide 24-hour, seven-day-a-week support for computers, applications, and network connections supported by the Informatics Center
- Methods of Contact
The Help Desk acts as a central point of contact for all user support, including, Medical Center application issues, hardware and software questions, RACF Userid issues, and network connectivity problems.
Contact the Help Desk by calling 3-4357 (on campus) or 343-4357 (off campus).
| Send a request to the Help Desk | 
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Urgent problems requiring immediate response should be called in to the Help Desk.
Hours of Operation
Help Desk phones are answered 24 hours a day 7 days a week.
Responsibilities of Those Making a Request
Whenever possible, callers should contact the Help Desk while in front of the affected equipment. All requests will be entered and updated in a common database. Callers may be asked to provide the following information when making a request.
- Complete contact information (User ID, first and last name, department, and phone number)
- A clear and specific description of the problem or request.
- The Equipment ID number of the affected equipment (if reporting a problem with a specific computing device).
- For issues involving network connectivity, you will be asked to provide as much detail as possible regarding a description of the problem as well as an IP address or segment number (most terminals and equipment are labeled with this information).
- For issues involving specific patients, please be prepared to provide the complete patient name and medical record number.
- We will be asking you questions. This is a collaborative process that requires your help. Customers may be asked to check connections, power off/on devices and gather additional information. Detailed information provided by the customer will enhance the problem resolution process.
Supported Software and Services
Fully
Support
- Admin-RX (Point of Care Medication Administration system)
- ACT (Advanced Clinical Trials)
- AlarmPoint (Alerting and event notification system)
- Alerts and Notifications (Critical Lab Values Alerts and Notification system)
- AMS (LifeFlight Patient Transport Dispatch system)
- Asset Trakker (Hospital Inventory & Charge system)
- AssistMed (DictAide Transcription system)
- Bed Board (Electronic Bed Board)
- BC/BS (Blue Cross Blue Shield)
- BMT (Bone Marrow Transplant system)
- Business Intelligence (ProClarity, Cubes, Crystal Reports, Oracle)
- Business Objects (Integrated query, reporting and analysis tool)
- C2HR (Employee Human Resource Information system)
- CBORD (Nutrition Services application)
- Cisco IP Phones (Cisco Wireless IP Phones)
- CATS (Credentials Application Tracking system)
- ClickOn (Claims Management software system)
- COI (Conflict of Interest Tracking system)
- DB2 (Medipac, Epic, Wizorder database)
- Discharge 123 (Automated discharge application)
- Censitrac (Operating Room Tray and Instrument tracking system)
- Clinical Workstation program (Desktop access to patient care information and vital applications )
- eDog (General Ledger reports)
- Eligibility Verification System (IEVS) (Veriquest)
- E-Docs (Inpatient Nursing Documentation system)
- EDW end user access (End user read access via Crystal Reports to data residing on the Enterprise Data Warehouse)
- ePAC (Electronic Personnel Action Change system)
- EPIC (Clinic appointment scheduling, registration and physician patient accounting)
- eProcurement (Web application to procure goods and services online)
- General Ledger (M&D) (Vanderbilt Financial Transactions)
- Go Fetch (Computers for Patients and Families)
- HED (Horizon Expert Documentation system)
- HEO (Horizon Expert Orders)
- HMM (Horizon Meds Manager Pharmacy system)
- HPCIS (HIPAA Privacy Compliance Information system)
- HP Service Desk (IT Service Delivery System)
- IDXrad (Department of Radiology Information system)
- ImageStream (Otolaryngology Stroboscopy Video Recording system)
- KinetDx (Radiology Ultrasound and Echocardiography image management system )
- KnowledgeMap (Medical School document distribution system)
- Kronos (Time & Attendance system)
- Lanier (Dictation system)
- LMS Departments (LAN Management Support Program provided by Network Computing Services)
- Logician/Centricity (Page-Campbell EMR system)
- Lotus Notes (Informatics Notes Databases)
- LYNX E/Code (ED CPT & ICD-9 Code Assignment & Documentation)
- Maxsys II (Utilization Management medical management system)
- MDaudit (Compliance Department's physician-based compliance management system)
- Medipac (Admissions, Transfers, Discharges [ADT]; hospital patient accounting; and chart abstraction)
- Mediserve (Respiratory Therapy and Rehabilitation Services system)
- Mercury Test Director (Application Testing and Documentation tool)
- Mobile Messaging (Enterprise mobile messaging)
- MTMT (Transcription Service / Dictation system)
- MyHealthAtVanderbilt (Patient Portal)
- MyVandy: VUMC Portal (Up-to-date information and reports)
- NCOA (Narrative Chart of Accounts)
- NCS Tech Shop (Desktop Warranty and Repair Service)
- Network Services (NCS Network Services)
- NOC (Nutrition Order Supplier)
- OnBase (Enterprise Content Management system)
- OPOC (Outpatient Orders with Compliance)
- Order Tracker (Online documentation system of Orders entered)
- ORMIS (Operating Room Management Information system)
- OWA (Outlook Web Email Access)
- Outpatient Whiteboard (Outpatient Clinical Patient Tracking system)
- Parking Validation (Online Parking Validation system)
- Passport Health Communications (Web based Insurance & Eligibility Verification system)
- Patient Armband (Bar Coded Patient Armband Identification system)
- Patient Summary Editor (Patient Allergies documentation system)
- PeopleFinder (Online phone directory)
- PMM (Pathways Materials Management system)
- Pyxis (Dissemination of supplies for patient use)
- QMI (Fetal Monitoring System)
- Quill (Clinical Outpatient Notes)
- R4 (Reporting tool for OB/GYN physicians)
- Radiology PACS Web (Radiological Images via Web browser)
- RxStar (Outpatient electronic prescription writer)
- Satellink (Satellink Paging System)
- SDSM (Sunrise Decision Support Manager system)
- SecurID Token (Remote access to StarPanel)
- SEMIS/TDSS (Patient Transport system)
- SPI (Transcription/Dictation Service)
- STAR (Security Tool to Administer Roles)
- StarPanel, StarDock, StarFax, StarForms, StarNotes, StarScan, StarVisit (Electronic Medical Records system)
- Talk (Radiology dictation system)
- Tolero (NCS automated PC build and imaging system)
- TraceMaster (EKG Management system)
- Triage (Emergency Department acuity level application)
- TRMS (Total Report Management Solution Report Distribution system)
- TRMS Net/Web (Web Based Access to TRMS)
- VandyConTracs (Contract Management System)
- VandyWorks (Staff Scheduling system)
- Veritas II (Risk Management System)
- Vigilance (Anesthesia Attending OR tracking system)
- Vocera (Wireless Communications system)
- VPIMS (Perioperative support for VPIMS, ORMIS, DBS, Gas Chart, Room Tracker, iPath systems)
- VPLS/Atlas Lab Works (Lab results for outreach hospitals and clinics)
- VPN (Virtual Private Network client) (NCS VPN Information)
- VPNPP (Vanderbilt Professional Nurse Practice Program)
- VUMC eBed Board (Web based room availability tracking)
- VUMC Data Warehouse (Clinical and Financial Outcomes data repository)
- VUMC Pager System
- VUnet ID (Access to Vanderbilt online resources)
- Waldo (Labor Information reporting tool)
- Westbury Report Manager (HP Service Desk reporting tool)
- Whiteboard (EDIS and PICU Whiteboard applications)
Do Not
Support
Currently, the VUMC Help Desk is unable to provide support for the following: (Note, Network Computing Services provides a variety of computing services to the entire Vanderbilt community from maintenance
of the network infrastructure to desktop PC support.)
- Departmental Workstations not on the LMS program
- Personal home PC configurations for non-supported applications
- Personal Email accounts (Hotmail, Yahoo, etc.)
- Non-instructional games
- Non-instructional audio
- Screensavers
Priorities and Response Times
The Help Desk will use
the following guidelines in prioritizing requests and will strive to
resolve the problem within the target deadline. The Problem Impact code is determined by the impact on Patient Care or the business function. The Impact code governs the resources committed to solve the problem, the time allowed to solve the problem and how quickly management is notified of the existence of a problem. The customer has the right to request their problem be escalated to a higher priority level if patient care is adversely impacted or the issue is mission critical to the institution. Actual resolutions may
be shorter or longer depending on the volume of requests at any one
time.
| Gold Service Level |
Criteria |
Deadline |
| Impact - Top (Site / Organization affected) |
Total loss of a critical resource with no circumvention or workaround in place Example: Loss of Epic, Lab, Medipac, Network, Pathworx, StarChart, StarPanel, or Wizorder functionality. |
4 hour |
| Impact - High (Department affected) |
High impact degradation of a critical resource
or total loss of a non-critical resource
Example: Loss of print capabilities for above-mentioned applications, loss of network connectivity for entire department. |
8 hours |
| Impact - Medium (Group / Unit affected) |
Low impact degradation of a critical resource or
high impact degradation of a non-critical resource
Example: Isolated hardware problems (keyboard, mouse, display, etc.). |
16 hours |
| Impact - Low (1 person affected) |
No effect on productivity Example: Monitor
showing b/w instead of color. |
40 hours |
For More Information:< James.C.Wright@Vanderbilt.edu
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