As part of our review process following some challenges over the past six months, it’s been highlighted that we have placed a lot of focus on software and not enough on the sector we serve. With this in mind we have closely examined the priority levels we apply to our issues raised regarding our products. In the past we've treated a system outage as a Priority 1 (which it is), however we recognise we need to shift focus to include issues that materially impact the delivery of care (e.g missed visits, latency, inability to save notes, forms, or care plans, etc.) or impact your ability to run your business. As a result of this review, we've prepared a document detailing our priorities which align more closely to the care sector than the software sector.
P1
System unusable.
Lost / incorrect data that leads to impeding the ability to provide accurate care.
Key functionality not working with no work-around for all customers.
General data issues for enterprise customers.
GDPR.
Major security breaches.
P2
Incorrect data issues that don't fall into P1.
Key functionality not working with acceptable work around.
Minor functionality not working with no work around.
P3
Minor data issue with acceptable workaround.
Minor functionality not working with acceptable workaround.
Major configuration change request.
Major visual changes.
P4
Installation request.
Minor visual changes.
Minor configuration change request.