Operations and Maintenance

The Medsphere GSD help desk has gained valuable expertise by providing support for the Indian Health Service's VistA-based Resource and Patient Management System (RPMS), VA VistA and Medsphere's own OpenVistA community. Medsphere GSD has significant experience providing support for operations and maintenance, including application help desk services. Our help desk supports all issues that exceed the client’s local and national skill level. For application support, we offer maintenance of application pre-production and test environments, as well as user support functions.

The help desk operates 24/7/365; handles tier I, II, and III ITIL-based enterprise service desk queries; fields more than 500 calls per month; and exceeds published service level agreements. Our operations and maintenance experience also includes supporting product releases for beta and GA sites:

  • Support analysts for general support during regular business hours in all US and international time zones
  • Troubleshooting and advising to reach resolution on reported issues
  • Individual training as requested
  • Confirm bug/defects reported and document steps to reproduce
  • Report bug/defects to parties responsible for resolution
  • Track all issues and suggest remediation for frequently reported problems
  • Report volume and trends on post-release issues on bi-weekly and monthly basis