STANDARD HOURS OF OPERATION

Real Time’s standard hours of operation are Monday – Friday,  8:30am – 6:00pm Estern Standard Time.  Additionally, our offices will be closed during the following observed holidays:

 

Level 1 (Emergency) Service Ticket

Level 1 Service Tickets are an emergency priority and should meet one of the below scenarios.

Level 1 Service Tickets will be responded to immediately.

 

LEVEL 2 (SERIOUS) SERVICE TICKET

Level 2 Service Tickets are serious problems within the System that are not adversely affecting the delivery of the patient care or causing financial liability but are repeatedly affecting customer usage or data integrity. These problems affect and prevent the successful and timely completion of work. Examples of Serious Level problems include:

Level 2 Service Tickets will be responded to within 24 hours – working diligently to resolve the issue by the next business day.

 

LEVEL 3 (ROUTINE) SERVICE TICKET

Level 3 Service Tickets are routine issues that do not impact the operation or use of the System or a problem for which an alternative solution or workaround exists, but the resolution is required. These problems interfere with the timely and effective work of an individual(s), but do not result in a complete disruption of work. Examples of Routine Level problems include:

Level 3 Service Tickets will be responded to within 24 hours/next business day.

 

CONTACTING AFTER HOURS

If your request is classified as a Level 1 Emergency and falls outside of our Standard Hours of Operation or during an observed holiday, please call our office at 1-888-546-9786 and press Option 1 to ensure that our on-call technician is contacted immediately via phone, as submitting tickets online does not notify the on-call technician.

For Level 2 and Level 3 inquiries, please contact help@realtimemed.com

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