Best Practice Software

Classification of Elevate Communications

Level 1
Critical Importance

Elevate Communication Level 1

Level 1 Comms: Legislated changes nearing due date (i.e. notifying a Practice in January of 1 Feb AIP deadline), severity 1 and 2 major incident notifications (notification of outage/issue, status updates, workarounds, service restored), major incidents include service outages such as hosting, SMS, BHA, and software product defects, changes to pricing/agreements/service models, new version release reminders.

Severity 1: A critical incident with very high impact

  • One or more Practices unable to operate due to software or service unavailability
  • Practice operations and/or patient care significantly impacted
  • Legal breach, e.g., Consumer and Privacy laws
  • Major financial, legal, or regulatory issues

Severity 2: A high incident with significant impact

  • One or multiple Practices impacted by significant software and/or service degradation
  • Practice operations and/or patient care impeded
  • Significant financial, legal, or regulatory issues

Level 2
High Impact

Elevate Communication Level 1

Level 2 Comms: New version releases (initial comm), program updates, data updates, advance notice of legislated changes impacting practices, amendments to services that could have a high impact, planned maintenance outage notifications to services (e.g. hosting), changes to our Terms & Conditions which includes Service Agreements and End User Licence Agreement.

Level 3
Non Critical

Elevate Communication Level 3

Level 3 Comms: severity 3 minor incident notifications (notification of issue, status updates, workarounds, service restored), minor incidents include minor service degradation and software defects, FYI messages for practices such as no price increases, NPS surveys and responses, enablement resources to support practices, introducing new fee for service models, new services, amendments to services (unless critical)

Severity 3:  A minor incident with minor impacts and has an easy workaround

  • Moderate impact to Practice operations
  • Degradation of service to a single Practice
  • No impact to the clinical functions
  • Minimal to no financial loss involved