Support & Disaster Recovery
Tiered support with defined response SLAs, dedicated customer channels, and disaster recovery planning.
Support Tiers
| Tier | Response Time | Availability | Channel |
|---|---|---|---|
| P1 — Critical | 30 minutes | 24/7 | Phone + Slack |
| P2 — High | 4 hours | Business hours | Email + Slack |
| P3 — Medium | 12 hours | Business hours | Email + Slack |
| P4 — Low | 48 hours | Business hours |
Severity Definitions
| Severity | Definition | Examples |
|---|---|---|
| P1 — Critical | Complete platform outage or critical functionality unavailable, affecting patient care workflows or data integrity for multiple users with no workaround available. | Core API fully down; authentication system failure preventing all logins; data corruption affecting patient records; EHR sync failure causing clinical data loss |
| P2 — High | Major feature degraded or unavailable, significantly impacting clinical or operational workflows for a subset of users. Workaround may exist but is impractical for sustained use. | Telehealth video not connecting; scheduling system partially unavailable; EHR sync delays exceeding 1 hour; reports failing to generate for a specific site |
| P3 — Medium | Non-critical feature degraded or intermittent issue with limited operational impact. Reasonable workaround available. | Slow page load times; intermittent UI errors that resolve on retry; non-critical notification delays; cosmetic rendering issues affecting usability |
| P4 — Low | Minor issue or enhancement request with no meaningful impact on clinical or operational workflows. | UI cosmetic issues; documentation corrections; minor usability improvements; feature requests |
What's Included
- Dedicated support channel — Shared Slack channel for each customer
- Customer success manager — Named CSM for Enterprise tier customers
- Quarterly business reviews — Platform utilization, integration health, roadmap updates, and feedback sessions
- Onboarding support — Guided implementation including EHR integration setup, reference data mapping, and clinical workflow configuration
- Training — Role-based training for clinical staff, administrators, and IT teams
Incident Response
Atticus Health maintains documented incident response playbooks coordinated with the platform's security incident response procedures:
- Detection — Automated alerting from monitoring infrastructure and security event systems
- Triage — Incident classified by severity, affected systems identified, response team assembled
- Communication — Affected customers notified through dedicated channels with status updates throughout resolution
- Resolution — Root cause identified and remediated, with automated rollback available for deployment-related incidents
- Post-incident review — Documented lessons learned, updated runbooks, and preventive measures implemented
Disaster Recovery
Disaster recovery capabilities are on the near-term roadmap. The current baseline and planned improvements:
Current State
- Azure managed services — Platform runs on Azure managed Kubernetes and Azure Database for PostgreSQL, which provide built-in backup and restore capabilities
- Daily database backups — Azure-managed backups with 24-hour recovery point objective
- Single-region deployment — All services run in a single Azure region
Roadmap
- Multi-region failover — Infrastructure failover to a secondary cloud region
- Reduced RPO — More frequent backups and point-in-time recovery to reduce the recovery point objective
- Event replay — Domain event replay for recovering from data inconsistencies
- DR testing — Quarterly disaster recovery drills with documented results
- Documented runbooks — Playbooks for all critical failure scenarios