Frequently Asked Question
Overview
CHADIS is a web-based patient engagement and data collection system for comprehensive developmental/physical and mental health for all ages. It automatically assigns, requests, reminds, collects, scores, interprets, & graphs patient data, which makes it different from other solutions. CHADIS helps write clinical notes and facilitates between-visit monitoring, referrals & tracking, MOC-4 credits, and population data collection.
The purpose of this document is to inform the clients and partners about our commitment to user access, describe our tiers, and communicate contact information for CHADIS outage issues.
Communication
For any contract with a partner or client, CHADIS will specify the primary contact points within CHADIS. CHADIS also be supplied with the appropriate contact information for partner- or client-side emergency notifications.
Contact Tree
Outage Severity Level Definitions
Severity Level | Definition | Examples |
Severity 1, System Unavailable | Any period of unscheduled system downtime, in which CHADIS is not available to all users due to a failure of one or more CHADIS Software components. |
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Severity 2, Critical Error | A critical function or component needs to be fixed, significantly affecting workflow in critical areas, and is either impacting patient care or has a high probability of impacting patient care. |
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Severity 3, Non-Critical Error | A non-critical function or component is not working as designed, having a minor effect on patient care. |
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Severity 4, Cosmetic and Suggestions | An issue that causes an inconvenience. A suggestion of new or improved features. Request for information. |
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Severity 5, Scheduled Downtime | CHADIS is not available due to scheduled maintenance. |
Integrated Services
CHADIS is fully integrated with many EHRs to support seamless patient care and access to the great information that CHADIS provides. The following features may be supported by EHR integrations:
Schedule processing to register patients and assign questionnaires for upcoming appointments
Receiving EHR messages to register patients and assign questionnaires
Single-Sign-On (SSO) access for respondent users from patient portals
SSO access for clinical users from EHRs and similar systems
Results delivery into the EHR
Document delivery into the EHR
There may be an EHR-side technical issue that appears to impact access to CHADIS or usage of the features listed above. In that case, CHADIS will immediately engage with our EHR partner to identify and resolve the issue. CHADIS is usually still available when these integration outages occur and there is usually a work-around to access CHADIS while the integration issue is addressed. In these cases, CHADIS considers the issue to be an EHR feature/functionality outage and not a CHADIS outage. A severity level will be assigned and any affected partners and clients will be notified about the status of the issue and any resolution.
Expected Response and Resolution Times
Nature of Defect/Fault | Response Required | Response Times | Resolution Required | Resolution Time |
Severity 1 | Acknowledgment of issue | 15 minutes | Restored the system to normal functionality | 12 hours |
Severity 2 | Acknowledgment of issue | 4 hour | Correction, modification patch, customization, upgrade, or update that corrects the defect and restores the system to normal functionality | 5 business days |
Severity 3 | Acknowledgment of issue | 2 business days | Provide a time estimate for correcting the error. | 1 month |
Severity 4 | Acknowledgment of issue | 5 business days | CHADIS will provide a time estimate for implementing the suggestion or correcting the minor error. For suggestions provide a detailed report describing how the suggestion was implemented after the next version was released. | 6-12 months, feedback and tracking via Bugzilla |
*Please note the following definitions apply:
“Initial Response” means a verbal, written, or electronic response from Licensor to Licensee regarding a reported or discovered error;
“Temporary Resolution” means a temporary fix or patch that has been implemented and incorporated into the software by Licensor to restore the software functionality per its specifications until the Final Resolution is available;
“Final Resolution” means a permanent fix that has been implemented and incorporated into Software by Licensor to restore software functionality per its specifications.