Participant Service & Support Policy
Help Desk support for HEALTHeLINK and HEALTHeNET Participants is available via phone and email. The primary Help Desk contact number is 877-895-4724. Participants can also submit their questions and requests for support via email to email@example.com.
The Help Desk is staffed on non-Federal holidays Monday through Friday from 7 am to 7 pm, which are defined as business hours. During non-business hours support is provided by on-call personnel. All callers to the Help Desk also have the option to leave a voicemail with a call back number. The service level expectations for the Help Desk are as follows:
- During business hours, the Help Desk will answer 85% of the incoming phone calls within two (2) minutes.
- During non-business hours, an automated service allows callers to identify a call as critical.
- Non-Critical: call is routed to voicemail, for handling during normal business hours as outlined above.
- Critical: call is routed to an on-call support agent for information gathering. The issue is escalated to a Level 1 agent, who will follow-up with the called within 60 minutes. If the issue cannot be resolved, it will be escalated to a Level 2 agent for triage and closed when appropriate.
- When a support request is received by phone or by email, Help Desk personnel will open a ticket and triage the request to be Level 1 or Level 2.
- Level 1 support: the service agent is able to resolve the issue at the time of call placement or ticket creation; in this case, the ticket is closed after verifying with the customer that the issue has been resolved satisfactorily.
- Level 2 support: If Level 1 support is unable to address the issue, it is escalated to Level 2 support and routed to the appropriate specialist to be addressed.
- Issues are assigned a severity as follows:
- Critical – System Outages impacting multiple customer or Security/Privacy Issue
- High – A problem which is causing extreme inconvenience to users or practices, but which is not preventing system access
- Medium – A problem which consistently causes inconvenience to some users or practices but for which a reasonable workaround exists
- Low – A problem which sometimes causes inconvenience to a limited number of users but for which a reasonable workaround exists; or a request for a change in system access or service
The availability of all customer-facing production systems is tracked and reported each month to the appropriate Operating Committee, which includes a summary of each outage, root cause, resolution, and preventative measures.