Access Rio Observations provides defined response commitments for service activities and a disaster recovery capability for platform wide issues. This article covers what you can expect from support and how business continuity is managed.
What response commitments exist for non fault requests?
The following response to request timeframes apply for service activities. These are response commitments, not contractual fault service level agreements (SLAs):
48 hour response: form changes not supported by the automated converter (for example, image based elements, monitoring frequency options); ward assignment; account linking where the automated linker is not functioning.
21 day response: patient requests to delete or amend data; Trust requests to edit the date or time of an observation or assessment form.
What happens in the event of a critical platform issue?
In the event of a critical issue, all effort is applied to patch and restore the system as quickly as possible. As a multi tenant SaaS platform, any critical fix is applied across all customers simultaneously. Customers are kept informed throughout the resolution process.
How is business continuity managed if there is a platform wide outage?
Access Rio Observations has a defined disaster recovery capability with a Recovery Point Objective (RPO) of 15 minutes and a Recovery Time Objective (RTO) of eight hours. The platform operates across geographically redundant UK Azure regions (UK South primary, UK West backup) to minimise the risk of extended outages.