SurgiQ Supporting Services
Services to assist the planning, integration, deployment, commissioning, support, management and local customisation (excluding bespoke feature development) of SurgiQ product.
Assisting in system integration, API support, HL7 interfaces, data security, user interface tailoring.
Agile project management. Operational consultancy for NHS service delivery.
- Onboarding, configuration, set-up, data migration
- API definition, configuration, integration
- HL7, FHIR interfaces, web services, API REST, SQL
- Agile project management
- Training and additional support
- Service improvement study definition
- Data science, modelling, model definition, analytics
- Business process modeling, scoping, assessment
- Highly skilled healthcare process experts
- Fully managed service/turn-key solution
- Cost effective and flexible delivery and invoicing model
- Performance benchmarking and reporting
- Transfers risk to the supplier
- Reduced operating costs and improved service
- Brings experienced professionals, know-how transfer
£0 to £1250 per person per day
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
020 7859 4632
|How the planning service works||We follow an Agile (recommended) process to help NHS organisations adopt the SurgiQ Product.|
|Planning service works with specific services||Yes|
|Hosting or software services the planning service works with||SurgiQ products only|
|Training service provided||Yes|
|How the training service works||
Onsite or remote training for users of the SurgiQ Product.
Onsite training is usually delivered using the train-the-trainer paradigm.
SurgiQ usually provides one trainer for a class size of 5 to keep training effective.
A training plan is usually agreed with the Client as part of the project scoping phase.
|Training is tied to specific services||Yes|
|Services the training service works with||SurgiQ product only|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||This service helps buyers setup SurgiQ Product. We provide supporting engineers to collect all the available information and define with the Client the migration plan. The plan contains objectives, deadlines and milestones and is defined and agreed upfront with the Client and then executed and monitored. Manual intervention is kept as low as possible to reduce risks and increase repeatability.|
|Setup or migration service is for specific cloud services||Yes|
|List of supported services||SurgiQ Product only|
Quality assurance and performance testing
|Quality assurance and performance testing service||Yes|
|How the quality assurance and performance testing works||
Quality assurance and testing is performed during every project which involves the SurgiQ product.
Our standard approach includes this minimum set of processes: (1) in-house testing & QA (2) testing in a pre-production environment (3) user acceptance test (4) delivery of the solution in production (5) periodic performance monitoring.
|Security services type||
|Certified security testers||No|
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||SurgiQ product only (this is only for additional support not included within the standard SLA)|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Support availability: Mon to Fri (excluding bank holidays), between 9:00am and 5:30pm local time. Time to first response: within 4 working hours. Time to resolution (critical): within 6 working hours. Time to resolution (non critical): within 32 working hours.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||Assistive technologies are not implemented. The chat will link the user with a SurgiQ agent.|
|Support levels||Standard support levels ("critical" and "non-critical") are described in the Terms and Conditions document. Support provided via email, telephone and online facilities. "Support tickets" will be allocated to a team of technical support engineers, with escalation to the Support Manager. Cost of Standard SLA Support is included in cost of software use.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Price||£0 to £1250 per person per day|
|Discount for educational organisations||No|