SANQO user guide
Pilot support and escalation
Get help, choose the right urgency and understand response versus resolution.
1. 24×7 access to support
SANQO provides 24×7 support during the pilot. Your clinic receives a named onboarding contact and an agreed support and on-call escalation route before clinical activation.
Use Support in the clinic workspace for technical requests. Describe the screen, action and error without patient names, medical details, credentials, OTPs or QR tokens. A technical support case is not a medical emergency service.
2. Critical and high-priority incidents
Critical means the clinic cannot work, or there is a suspected security or data-integrity incident. The initial response target is 30 minutes, 24×7. The team triages and contains immediately, targeting a safe workaround or restoration within 4 hours.
High means an important workflow is blocked without a practical workaround. The initial response target is 2 hours, 24×7; the correction target for a confirmed, safely repairable defect is 24–48 hours. Use the agreed on-call route rather than relying only on an inbox for a critical case.
3. Standard help and guidance
For a non-blocking issue with a workaround, the initial response target is 8 business hours and the team agrees a correction or release date. Guidance and training requests have an initial response target of 1 business day.
Business hours and the clinic’s support contacts are recorded in the onboarding agreement. An automated receipt confirms submission; it is not a human acknowledgement.
4. Resolution is different from response
A safe workaround, rollback, containment or recovery may restore the workflow before a permanent code fix. Patient safety, testing and third-party dependencies can change the time needed.
The 24–48-hour target is not a blanket guarantee for every defect. The case owner supplies the next update and an agreed plan. The written pilot agreement defines the applicable targets, exclusions and escalation arrangements.
5. Track your reference
A saved request has a reference and appears in your recent support requests. If the notification could not be delivered, the screen says so: contact the team directly and quote the saved reference.
Keep patient records out of general email. Share any sensitive diagnostics only through the clinic’s approved support process.