How can we help?

Or log in to create a case and view open cases.

Articles in this section

Support request priority levels

The DrFirst Support team assigns priority levels to Support requests, based on the severity of the impact to your account/organization. 

When you submit a request to Support, you may suggest the severity of the impact that you believe an issue has on your account/organization: 

how_is_this_impacting_your_business.png

(click to enlarge)

Impact/Priority Examples
Critical
  • Practice cannot login to or launch a product whatsoever; no workaround
  • All or many prescriptions are failing with error/undeliverable message for multiple providers 
  • Medication(s) for one patient showing for a different patient
Major
  • Multiple prescriptions failing for one or a few providers
  • Cannot prescribe or access product but there is a temporary workaround 
  • Slow service or service interruptions for some (but not all) users 
  • Account errors (e.g., one or a few providers are not set up for electronically prescribing controlled substances despite using correct process) 
Moderate
  • Issues with non-core product features (e.g. Favorite medications), but providers are still able to prescribe 
  • General identity proofing/token assistance needed
  • Account updates for demographics or location/practice needed for provider(s) 
Low
  • Account updates for demographics or location/practice needed for staff member(s)
  • Request for a report 
  • General questions on how to use or train on a product 
  • General questions about Help Desk articles or article topics 

Some helpful questions to determine the severity of impact include: 

  • Severity: Does this issue prevent use of a product or can you continue with a work around? 
  • Scope: How many users are affected? A few users or multiple practices? 
  • Certainty: Have you eliminated all other possibilities for the issue? E.g., can the issue be because of user error or a need for user training? 
Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Article is closed for comments.