Issue Escalation Guidance for My ACP Decisions

Introduction

This document outlines ACP Decisions' standards for issue escalation. It defines important terms and processes regarding our services and support.

Terminology

The Platform, My ACP Decisions Platform, or My ACP Decisions

Refers to one or more of the components within the My ACP Decisions' suite of services. This involves an API web service, a front-end web portal, and a mobile application (iOS and Android) for patients, clinicians, and administrators. 

The word Platform denotes the interaction between all three of these products to deliver ACP Decisions services.

Critical Services or Core Functionality

These services are considered vital to the My ACP Decisions system and when disrupted prevent the intended use of the platform.

Administrators:

  • Signing In or Out
  • Terms and Conditions Agreements
  • Managing Clinician Accounts (shared or individual accounts)

Clinicians:

  • Signing In or Out
  • Terms and Conditions Agreement
  • Issuing and Sharing Codes 
  • Viewing Order History
  • Locating &Watching a Video
  • Opening a PDF

Patients:

  • Redeeming a Code
  • Terms and Conditions Agreement
  • Watching a Video
  • Opening a PDF

Non-Critical Functionality

The following functionalities are provided for convenience and ease of use and are not critical to the clinical use of the ACP Decisions platform by your organization's staff and/or members.  If one or more of these services are degraded or blocked, users would still be able to perform the core functions of the platform.

Administrators

  • Dashboard
  • Reporting Screen (ACP Decisions can always provide reports manually)
  • Using the Search field on the Content Library screen (all content is shown by default)
  • Using the Categories sidebar on the Content Library screen (all content is shown by default)

Clinicians:

  • Reporting Screen (ACP Decisions can always provide reports manually)
  • Using the Search field on the Content Library screen (all content is shown by default)
  • Using the Categories sidebar on the Content Library screen (all content is shown by default)

All Users:

  • Design or Cosmetic Issues (that don't block a core service)

Meeting Minimum System Requirements

If an issue results from not meeting our Minimum System Requirements, we will ask the user to coordinate with their IT Team and update their environment. ACP Decisions cannot be held responsible for issues resulting from incompatible browsers or other minimum requirements not being met. 

Issue Prioritization

High Priority or Blocking Issues

High Priority or Blocking issues prevent users from performing core functionality. If any core service defined above is blocked, it is considered a Blocking Issue. Blocking issues are the highest possible priority.

Medium Priority Issues

Medium priority issues present as degraded performance (e.g. delayed responses, etc.) of a core service or non-critical service that prevents the end user from performing their task and will be investigated following any High Priority or Blocking issues. A common example of these type of issues include (but are not limited to) the reporting screens.

Low Priority Issues

Low priority issues are minor issues that do not degrade or prevent a user from performing their task with any service. A common example of these types of issues include, but are not limited to: 1) cosmetic changes; 2) non-legal typography; and 3) user preference or requested feedback.

Scheduled Maintenance and Release Notes

We update our products periodically and schedule maintenance during times that minimize interruptions to all our customers (operating in all time zones in the US). 

For extended maintenance periods (anything lasting longer than a few seconds), we communicate updates via our status page. Users and IT teams who need to be notified of scheduled maintenance can subscribe for updates on our Status Page.

A summary of product updates is available in our monthly release notes.

Options for Reporting Issues

Any user at any time can report issues by emailing support@acpdecisions.org.

Your organization's clinician and administrator users of the My ACP Decisions platform have a support ticket option while signed in. This ticketing system offers categories for bugs, questions, and general feedback.  It specifically states "DO NOT SEND ANY PERSONAL PATIENT INFORMATION (PHI/PII) USING THIS FORM."

Correspondence for Reported Issues

ACP Decisions staff will respond via email to all inquiries depending on their severity during our business hours 9-5pm EST. 

Blocking or High Priority Issues are reported via our status page. Users and IT teams can follow the status of blocking issues and scheduled maintenance by subscribing to the Status Page.