2014-141 Health - NC HIE to oversee, administer and operate electronic health information exchange network

Browse Search

• Actual Uptime-means the measurement of time that the Service is actually available for use by NC HIE and its users as contemplated under the QO/Participant Subscription Agreement during a calendar month. Such measurement will be calculated by subtracting Downtime from Scheduled Uptime. • "Available"or"Availability"-means the Actual Uptime expressed as a percentage of the Scheduled Uptime for the Service(i.e.,Availability%=((Actual Uptime)/(Scheduled Uptime))x 100%). The Service shall not be considered Available(i)during an Outage or(ii)when it is not otherwise available for use by NC HIE and its users. • NC HIE Environment—The environment for which the definition of the scope of Service is defined and includes the system servers,operating system,and databases.NC HIE will work with QO/Participant to address network-based outages but does not have responsibility for network service levels. • Downtime-means the aggregate duration of Outages for the Service during the applicable Scheduled Uptime during a calendar month. • "Incident"or"Problem"means any event in the Service that is not part of the standard operation of the service and that causes,or may cause,an interruption to,or a reduction in,the quality or Availability of the Services. • Measurement Hours—Sets forth the hours and respective time zones that performance against the Service Level will be measured. • Outage-means any time during which the Service is not Available as defined as a Priority 1 and 2 incident in which NC HIE Solution is not responding or performing according to specification, measured from the point in time that such is or reasonably should be detected by NC HIE,but in any event no later than the time the Outage actually occurred. An Outage is an Incident. • Production Environment-The system environment,which the NC HIE is using to process live business data in actual business operations. • Reporting Period—The Reporting Period sets out the periodic basis for which performance reports for the Service Level will be delivered. • Resolve or Resolution-means,with respect to an Incident,that a workaround or fix with respect to such Incident has been implemented by NC HIE. • Resolution Time-"Resolution Time"shall be calculated for each Incident occurring in a calendar month as the total minutes commencing from the time when NC HIE becomes aware of a Priority 1,2,or 3 Incident,whether by automated alarm or otherwise,until NC HIE resolves each such Incident as determined by QO/Participant. NC HIE shall track and report monthly to QO/Participant each Priority 1, 2 and 3 Incident and the time required to resolve each such Incident. The Resolution Time Service Level is set forth on the Problem Management Process service level. . • Respond -means,with respect to an Incident, that NC HIE has notified QO/Participant of such Incident and commenced steps to Resolve such Incident. • Scheduled Uptime - means twenty-four (24)hours each day, seven (7) days per week, excluding (i) regular maintenance windows between the hours of 10:00 p.m. and 3:00 a.m. Pacific Time on Saturdays and Sundays and(ii) Scheduled Outages. NC HIE shall ensure that the Services remain Available during the foregoing maintenance windows to the extent reasonably practicable.