We want to ensure your experience with the Triggerfish Support Team is as positive as possible. Triggerfish maintains office hours 8:00 am – 5:00 pm Monday – Friday CST. During these hours we strive to be available by phone and chat sessions. In the event of an emergency, please utilize the phone numbers provided below as there is always an analyst on-call.

At Triggerfish, we utilize incident prioritization procedures to ensure that our resources are deployed effectively to address the varying needs of our clients. Given that Triggerfish supports multiple clients, at times there can be a greater demand for service. While this generally does not impact our ability to support critical client needs, it is something that we have to manage.

 

Operating Standards

All cases will be assigned a priority level from Critical to Low.

  • Critical: Impact to a critical enterprise application(s); Affecting multiple users or sites; resulting in lost production or direct impact to patient care. Requests assigned with urgent priority status shall be updated at least once every hour unless otherwise negotiated with the client or requestor, until a resolution is reached.
  • High: Impact to multiple users or sites; resulting in diminished productivity. Requests assigned with high priority shall be updated at least every four hours unless otherwise negotiated with the client or requestor, until a resolution in reached.
  • Medium: Impact to individual user or site; No direct impact to productivity; workaround is available. Requests assigned with normal priority status can be expected to be resolved and/or updated within 3 days, or as negotiated with the client or requestor.
  • Low: Request that has no significant impact on users, site, or project that will require procurement and or planning. Requests with a low priority, are not traditionally assigned a resolution time frame. Updates will be noted as results become available or deemed necessary by the client.