Purchasing a phone switch can result in "sticker shock" for those not familiar with the cost of such technology; however, a far more reasonable alternative is available. Statline® currently has extensive phone switching infrastructure in place to support its services to date, that technology has supported over 7 million referrals. The good news is, that same capability can also be utilized externally in support of a client's call center operations.
Should an organization choose to lease our phone switch, Statline provides ongoing technical support, as outlined by the following two available Service Levels (differentiated by response and resolution times).
Service Level 1
Definition: Any requested changes to the PC software install, setup, CMS requests and/or training, password reset or other system training.
This type of request will only be addressed during normal business hours.
- Maximum response time: 8 business hours
- Maximum resolution time: 48 business hours
Service Level 2
Definition: Complete service outages that are in Statline's control. Statline is not responsible for maintaining service levels for both telephone company service providers and/or the client's Internet service providers. Statline will work with these providers to get the service up and operational; however, Statline cannot guarantee corrective timelines due to circumstances outside of Statline's control.
- Maximum response time: 1 hour
- Maximum resolution time: 24 hours
As a service to our clients, Statline also provides digital phone recordings (sent via email) should you wish to listen to how a particular case was handled (100% of our work is electronically recorded and stored). These digitaly saved voice records have proven to be an invaluable operational and management tool with a wide range of applications. Client organizations have used them in training coordinators and hospital development staff, as well as hospital nursing staff. There is also defensive application in any cases involving litigation.
As the drive for electronic medical records (EMRs) continues to both evolve and accelerate, health care organizations using EMRs are required to have an off-site facility that is more than a tape backup and storage facility. Statline's Disaster Recovery Service offers to fill that critical need with an infrastructure that boasts multiple data lines for separate providers, emergency power generation and technical expertise allowing co-hosting/disaster recovery capabilities for our partners. Furthermore, Statline offers the ability to co-locate critical servers that will be replicated from the originating facility to ours.