EXHIBIT 10.27
 
 AMENDED AND RESTATED
COMPUTER AND DATA PROCESSING
SERVICES AGREEMENT
 AMENDED AND RESTATED COMPUTER AND DATA PROCESSING SERVICES AGREEMENT HCA  Information Technology & Services, Inc.
 W I T N E S S E T H:
 WHEREAS
 WHEREAS
 WHEREAS
 WHEREAS,
 WHEREAS,
 WHEREAS
 NOW, THEREFORE




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Definitions
 Additional Services
 Affiliate
 Atlas System
 Assigned
 Base Fees
 Business Associate Agreement or BAA
 Calculation Period
 Change of Control
 Communication Lines
 Complete Sunset
 Consumer Price Index
 Contract Entity
 Control
 Cure Period
 Customer Data
 Customizations
 Data Center
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Delivered
 Divested Facility
 Documentation
 Effective Time
 Equipment
 Facility/Facilities
 First Notice Date
 HCA Entities
 HIPAA
 HIPAA Rules
 IT&S Software
 IT&S Update
 Indirect Damages
 Initial Term
 Malicious Code
 MEDITECH
 Monthly Processing Fees
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New Software
 Operational Customer Data
 Parties
 Previous Agreements
 Qualifying Assignee
 Qualifying Damages
 Sale
 Section 3(d) Period
 Service Level Agreements or SLAs
 Service Level Objectives or SLOs
 Services
 Software
 Super User
 Systems
 Term
 Third-Party Software
 Third-Party Updates
 Wide Area Network
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Wind-Down Period
 Services, Systems, Data, Payment
   Facility
    
    FeeMuskogee Regional Medical Center
    
    $
    *National Park Medical Center
    
    $
    *Saint Marys Regional Medical Center
    
    $
    *Southwestern Medical Center
    
    $
    *Capital Medical Center
    
    $
    *River Park Hospital
    
    $
    *Grandview Medical Center
    
    $
    *Willamette Valley Medical Center
    
    $
    *
     5




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Customer Responsibilities
  
    
    Customer shall issue an operations directive providing for a single,
consistent database standard across all Facilities
    
    Customer shall provide top down corporate communication and
reinforcement to all Facilities
    
    Customer shall establish corporate governance protocols to ensure
approval of any changes to established standards and to communicate
processes to be followed
    
    Facilities operations will lead local systems acceptance
    
    Facility will be responsible for user adoption
    
    Customer is responsible for the purchase and installation of all
required Facility-based Equipment
 IT&S Responsibilities
  
    
    Systems installation including Software and IT&S Regional Data Center
hardware
    
    Installation of the approved standard dictionaries and configurations
    
    Training to the Super User level
    
    Guidance through testing and parallels
    
    Ongoing information technology management support
    
    After go-live transition to Client Support Services
    
    Ongoing reviews  for Customer at corporate level each quarter and at
Facilities on an established cycle
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Year
    
    Discount2010
    
    $*2011
    
       $*2012-2017
    
    $* per yearTotal Discounts
    
        $*
    7




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8




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Divested Facilities
 Added Facilities .
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Facility Annual Net Revenue
    
    Applicable FeeMore than $*
    
    $
    *Between $* to $*
    
    $
    *Less than $*
    
    $
    *
  
    
    *
    
    *
    
    *
    
    *
    
    *
   10




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New Services and Systems; Updates
     11




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i.e.
 i.e.
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13




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Software and Wide Area Network; Prohibited Uses
  14




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
    
    Place any equipment on the Wide Area Network for the purpose of recording IT&S
electronic communications or deciphering the content and structure of IT&S electronic
communications;
    
    Access any piece or segment of the IT&S Wide Area Network of computing
infrastructure via any telecommunications utility, for example, without limitation, Telnet
and TCP/IP, other than as specified in the Documentation; or
    
    Take any other action which would have the effect of impeding or prohibiting
normal operation of the Wide Area Network.
  
    
    Customer acknowledges and agrees that access to the IT&S Wide Area Network may
be temporarily terminated at IT&Ss sole discretion (with notice to Customer) under the
following circumstances:
    
    Customer engages in unauthorized use of the Wide Area Network as indicated in
this Agreement;
    
    A Customer site generates a condition that interferes with the normal
operation of the Wide Area Network, for example, without limitation, a hardware problem
generating excessive network traffic or conflicting IP addresses are added to the network;
or
    
    A non-Customer site generates a condition that interferes with the normal
operation of the Wide Area Network and a Customer site is taken down as part of the process
of identifying and remediating the problem.
  15




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Equipment, Installation
  16




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17




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Maintenance and Support Services
     18




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19




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Customer Linkage, Meetings, Strategic Planning and SLAs
      20




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Confidentiality; Proprietary Rights
   21




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22




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Warranties
      23




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24




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THE FOREGOING WARRANTIES ARE THE EXCLUSIVE WARRANTIES UNDER THIS AGREEMENT AND ARE IN LIEU OF
ALL OTHER WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. EXCEPT FOR THE EXPRESS WARRANTIES AND
COVENANTS HEREIN, CUSTOMER EXPRESSLY WAIVES AND SHALL NOT MAKE ANY CLAIM OF ANY KIND AGAINST IT&S
ARISING OUT OF THE FAILURE OF PERFORMANCE OF ANY PIECE OF EQUIPMENT, OF IT&S SOFTWARE OR
THIRD-PARTY SOFTWARE, OR ARISING OUT OF THE BREACH OF ANY WARRANTY PROVIDED BY THE MANUFACTURER OF
SAID EQUIPMENT. IT&S SHALL PASS THROUGH TO CUSTOMER THE BENEFITS OF ANY EXPRESS WARRANTIES RELATING
TO THE EQUIPMENT, AND SHALL ASSIST CUSTOMER WITH ANY SUCH WARRANTY CLAIMS.
 Limitation of Liability
   25




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IN THE EVENT OF DELAYS, ERRORS OR OMISSIONS IN PROCESSING OR IN PROVIDING OR FAILING TO
PROVIDE ANY OTHER SERVICES PROVIDED BY IT&S HEREUNDER, IT&S SHALL USE ITS REASONABLE BEST EFFORTS
TO CORRECT SUCH ERRORS OR OMISSIONS, TO MAKE SUCH SERVICES AVAILABLE AND/OR RESUME PERFORMING SUCH
SERVICES AS PROMPTLY AS REASONABLY PRACTICABLE AND AT NO ADDITIONAL CHARGE. IN NO EVENT SHALL
EITHER PARTY BE LIABLE TO THE OTHER FOR INDIRECT, SPECIAL, PUNITIVE, EXEMPLARY, INCIDENTAL OR
CONSEQUENTIAL DAMAGES OF ANY KIND (COLLECTIVELY, INDIRECT DAMAGES) ARISING OUT OF THE PERFORMANCE
OR BREACH OF THIS AGREEMENT, INCLUDING, WITHOUT LIMITATION, LOST PROFITS, OR ANY INDIRECT DAMAGES
ARISING WITH RESPECT TO A LOSS OF DATA OR BUSINESS INTERRUPTION. THE FOREGOING SHALL NOT AFFECT ANY
LIABILITY FOR DIRECT DAMAGES ARISING OUT OF OR IN CONNECTION WITH A LOSS OF DATA OR BUSINESS
INTERRUPTION.
 EXCEPT AS PROVIDED BELOW, EACH PARTYS LIABILITY TO THE OTHER FOR ANY OTHER DAMAGES CAUSED BY
OR RESULTING FROM THE PERFORMANCE OR BREACH OF THIS AGREEMENT, WHETHER IN TORT, CONTRACT OR
OTHERWISE, SHALL BE LIMITED IN EACH CASE TO AN AMOUNT EQUAL TO THE FEES PAID HEREUNDER DURING THE
PRECEDING * (INCLUDING, IF THIS AGREEMENT HAS THEN BEEN IN EFFECT FOR LESS THAN *, AMOUNTS PAID IN
THE MOST RECENT * UNDER THE PREVIOUS AGREEMENTS AS IF THEY HAD BEEN PAID HEREUNDER). AT CUSTOMERS
OPTION, ANY SUCH AMOUNTS SHALL EITHER BE APPLIED AS A CREDIT AGAINST FUTURE FEES HEREUNDER OR IT&S
SHALL PAY SUCH AMOUNT TO CUSTOMER WITHIN THIRTY (30) DAYS AFTER WRITTEN NOTICE FROM CUSTOMER.
   26




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Term; Termination; Breach
        27




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28




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Miscellaneous
 Assignment
   29




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Access to Books and Records
 Taxes
 30




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Hiring
 Disputes
 Governing Law
 31




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Notices
 
  
  Entire Agreement; Amendment
 Headings
 Rights Cumulative; Waiver
 Counterparts
 Severability
 32




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Survival
 IN WITNESS WHEREOF
 HCA  Information Technology & Services, Inc.By:
    
    /s/ Noel WilliamsName:
    
    Noel WilliamsTitle:
    
    PresidentCapella Healthcare, Inc.By:
    
    /s/ Michael A. WiechartName:
    
    Michael WiechartTitle:
    
    SVP/COO
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SCHEDULE A
 DESCRIPTION OF SOFTWARE SYSTEMS
 Product
    
    Vendor
    
    CommentsClinical CPCS
    
    Customized version of
MEDITECH.
    
    Includes the following
modules. Health
Information and Quality
Management, Patient Care
and Patient Safety,
Physician Care Manager,
Enterprise Medical
Record, Imaging and
Therapeutic Services,
Pharmacy,
Laboratory/Microbiology,
Anatomical Pathology,
Blood Bank, Operating
Room Management,
Community-Wide
Scheduling, Report
Writer.Patient Accounting
    
    Internally developed
    
    Provides the functions
needed for financial
management of the
hospital. Includes
Patient Billing,
Accounts Receivable
(direct inquiry of all
active accounts),
Casemix Reporting,
Cashiering,
Pre-Admission,
Admission, Discharge,
Transfer, Archiving of
patient data for future
return visits,
Outpatient UB and
point-of-service
billing.Financial Reporting
    
    Internally developed
    
    Provides the functions
needed for financial
management of the
hospital. Includes
General Ledger,
Management Reporting
(QMIRS), Host portion of
Accounts Payable, and
Host based Budget (less
Physician Modeling).Material Management 
SMART/AP
    
    Internally developed
    
    Automates and integrates
the functions of
purchasing, receiving,
distribution, inventory
control, accounts
payable; Electronic
purchasing; Purchase
Order generation;
Automatic price updates;
Patient charging; bar
code technology.
Accounts payable
front-end function
passes information
through to Host for
further processing.State Reporting
    
    Internally developed
    
    Requires signature for
this service via
document included in
contract.Encoding
    
    3M
    
    Base encoding product is
included in PA pricing. 

Note: Additional
products under the 3M
contract may be chosen
locally and their cost
will be passed through
to the facility via IT&S
billing.
 1




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Product
    
    Vendor
    
    CommentsCollections
    
    Internally developed
and Artiva
    
    Automates the Collection
and Patient follow-up
activities of the
Business Office; allows
automated collection
notes; offers
prioritized account
follow-up; custom
letters; assists in
reducing receivables
days outstanding and bad
debt and collection
agency costs; links to
the HCA Financial System
and the Business Office
System.Contract Modeling
    
    Avega CPCM
    
    Avegas Contract
Profiler and Calculator
Module program is
utilized to model some
contracts for Patient
Accounting.Comprehensive Health 
Outcomes Information 
System (CHOIS)
    
    Internally developed
    
    CHOIS is a web-based
application that
provides risk adjusted
outcomes data for
facilities to improve
clinical performance.
CHOIS can satisfy the
ORYX reporting
requirements of the
Joint Commission on
Accreditation of
Healthcare
Organizations. CHOIS
uses data from the
Casemix database to
populate information and
produce reports.Supply Scan Point of
Use (POU)
    
    Optiflex
    
    SupplyScan is a
real-time, point-of-use
software system licensed
by Optiflex and is
designed to support
functions including
patient admissions,
supply decrements,
replenishment tracking
and capture of patient
charges through bar code
technology. The system
is designed to improve
the efficiency and
accuracy of issuing
patient supplies and
capturing patient supply
item charges through the
interface with the SMART
System and MEDITECH.Remark
    
    Internally maintained
    
    A personal-computer
based statistical driven
budgeting system.
Front-end to Host
Budget.VISTA
    
    Internally developed
    
    VISTA is a web-based
reporting application
that provides cross
line-of-business
operational and
analytical reporting.Business Objects
    
    Business Objects
(BObj)
    
    A client/server ad hoc
query & report writing
tool designed to give
users the capability of
accessing various
corporate databases,
including those for
Patient Accounting,
Casemix, General Ledger,
Supply Chain, Managed
Care, and others. (Note: SMART data is housed in
EDW only.) The user can
select the desired
information from an
easy-to-navigate list of
hundreds of data
elements and qualify the
answer set via any
number of pre-defined or
custom conditions. The
software
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Product
    
    Vendor
    
    Commentsincludes
charting, graphing, and
other advanced report
writing features and is
considerably more
flexible than the
Clearaccess product that
it has replaced.Enterprise Data 
Warehouse (EDW)
    
    Teradata database
with access via
Business Objects
    
    Is the centralized store
of detail data from all
relevant business areas
and source systems
allowing for Ad-Hoc
discovery and drill down
analysis by multiple
user groups. Business
Objects is HCAs
standard ad hoc query
and reporting tool.Web Services 
(eHC
options)
    
    Internally developed
    
    Ehc.com provides an
easy-to-use web site
building and maintenance
tool, including web site
hosting services,
healthcare content
databases, and other
interactive features.
Local web site operators
use these tools and
services to develop a
web site that is locally
focused and branded. The
result is an extremely
cost-effective method to
build, maintain, and
present a highly
differentiated and
market-leading web
presence.Web Tools
    
    Internally developed
    
    Includes Credit Refund,
Denial Application,
Medicare Web
Discrepancy, HPS, PADR,
ETRAN and SMAEmail
    
    Microsoft Outlook
    
    Utilized to send product
updates called
FLASHes. Minimum of
two local mailboxes
required to ensure
hospital personnel
receive needed
information.Atlas Intranet
    
    Internally developed
    
    The Atlas intranet
provides online
reference manuals and a
large number of sites
specific to particular
areas.Centralized Output 
Management
    
    Quest Vista Plus
(VPOM)
    
    VPOM allows for
management of reports at
the facility.Desktop Output 
Management
    
    Document Direct
    
    Document Direct allows
for viewing and print
selection at the
desktop.HCA Cloverleaf
    
    Internally developed
    
    HCA Cloverleaf provides
pathway for IT&S
Certified interfaces.Productivity PLUS
System
    
    Internally supported
    
    A web-based application
that generates on-demand
reporting containing
productivity and labor
cost information for
hospitals.Clinical Outcomes
Measurement
Evaluation and
Transmission System
(COMET)
    
    Internally developed
    
    Clinical Outcomes
Measurement Evaluation
and Transmission System
(COMET). Developed
internally by HCA to
satisfy the Core
Measures reporting
requirements of the
Joint Commission on
Accreditation of
 3




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Product
    
    Vendor
    
    CommentsHealthcare
Organizations. COMET is
a web based application
that collects data from
Casemix and MEDITECH to
assist facilities with
the clinical data
collection that is
required.Mobile messaging
    
    Internally supported
    
    IT&S manages and
supports mobile
messaging with IT&S
approved devices
interfaced with the IT&S
managed Outlook e-mail
system.
 4




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Schedule B
 System Fees
  Tier 1
    
    Tier 2
    
    Tier 3Net Revenue <
    
    Net Revenue
    
    Net Revenue >IT Services
    
    $75M
    
    $75M - $100M
    
    $100M
    
    CorporateIT Management Services
    
    
    n/a
    
    
    
    n/a
    
    
    
    n/a
    
    
    $*Corporate Office Support
    
    
    n/a
    
    
    
    n/a
    
    
    
    n/a
    
    
    $*Customer Support Center w/Clinicals
    
    $*    
    
    $*    
    
    $*    
    
    $*Customer Support Center w/out Clinicals
    
    $*    
    
    $*    
    
    $*    
    
    $*Collaboration/Learning Support w/Clinicals
    
    $*    
    
    $*    
    
    $*    
    
    $*Collaboration/Learning Support w/out Clinicals
    
    $*    
    
    $*    
    
    $*    
    
    $*Network Services w/Clinicals
    
    $*    
    
    $*    
    
    $*    
    
    $*Network Services w/out Clinicals
    
    $*    
    
    $*    
    
    $*    
    
    $*Clinical Systems
    
    $*    
    
    $*    
    
    $*    
    
    
    n/aRevenue Cycle Systems
    
    $*    
    
    $*    
    
    $*    
    
    
    n/aAP/SMART Systems
    
    $*    
    
    $*    
    
    $*    
    
    
    n/aFinancial Systems
    
    $*    
    
    $*    
    
    $*    
    
    
    n/a
   Website: Basic Web Page
    
    $* per facility per monthWebsite: Web Page Plus Medical Content
    
    # Beds
    
    fee/mo/facility<110
    
    $ *111-149
    
    $ *150-400
    
    $ *>400
    
    $ *Circuit Fees for Non-CPCS/PA Facilities
    
    *% of actual fees for primary circuit*% of actual fees for secondary circuitProductivity Plus
    
    $* per facility per monthCharge per Established COID
    
    $* per facility per monthStandard Month End Accrual
    
    $* per facility per monthStandard Month End Accrual
    
    $* one time set-upGenus MD
    
    $* per facility per monthAdvantx
    
    $* per facility per month
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Data Warehouse
    
    $*/Fac/Year$*/User/YearBusiness Objects Usage Fee
    
    $*/User/YearCentral Statement Processing
    
    $*Mobile Messaging
    
    $*/user/month
 Corporate Office Charges (15% Discount)Budget/Resource Control & Contracting/QMIRS
    
    $
    *
    
    
    / monthTax
    
    $
    *
    
    
    / monthAccounts Payable
    
    $
    *
    
    
    / monthGeneral Ledger
    
    $
    *
    
    
    / monthPayroll/Human Resources
    
    $
    *
    
    
    / monthFunds Management
    
    $
    *
    
    
    / monthFIS
    
    $
    *
    
    
    / monthEmployment Tax
    
    $
    *
    
    
    / month
 Passthrough Charge Items Including
        4.
    
    Professional Services. Professional services fees for IT&S personnel resulting
from Customer requests for additional service tasks shall be billed to Customer or
facilities as incurred.The Professional Services Rate is $* per hour. Should IT&S need to use outside contractors
as a result of Customer requests for additional services, then IT&S shall bill Customer at
the actual rates for such services, which shall be specified in advance for Customer
approval.5.
    
    Transition Support Fees: The Customer will be billed for transition services
as described below.
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IT&S System Initialization Fee:
    
    $*A one-time fee for establishing the new
facility as a Capella user for all system
production and support services. This includes
time of both staff and equipment in the moving
of production files, establishing systems
security, and modifying/verifying
communications protocols. The Customer will be
billed in the first month following close.
 IT&S Transition Support Fee:
    
    $*A one-time fee for IT&S support services in
moving the new facility to Capella status.
This includes all pre close preparation
activities, planning and communication of
the transition schedule, and all post close
support activities. The Customer will be
billed in the first month following close.
 IT&S De-Installation Support Fee:
    
    $*Upon termination of this Agreement, Customer
will be billed a one-time de-installation fee
for the elimination of all networks, production
files, and data from the Corporate and Regional
Data Centers. The Customer will be billed in
the month that written notification of
termination is received.
 Conversion Files.
 Conversion File Support Fees: IT&S shall have no obligation to provide any
conversion files to Customer in the event Customers account is more than 30
days past due. The foregoing restriction does not apply to files that consist
solely of clinical information. Conversion files will be made available upon
full payment of all fees due and owing; provided, however, IT&S reserves the
right to receive payment in advance for conversion files.
  Accounts Receivable File
    
    $* per requestAccounts Payable  Vendor File
    
    $* per requestAccounts Payable  Paid History File
    
    $* per requestCollection Notes File
    
    $* per requestGeneral Ledger File
    
    $* per requestCase-mix File
    
    Variable determined by years of history
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1
         
 1
    
    Available as of Effective Time but subject to
revision from time to time. 8




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SCHEDULE C
 PROFESSIONAL SERVICES
           Interface Professional Services and Fees
    9




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External Professional Services
  Procedures for New Services and Systems
     10




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System Implementations
         Training and Education
   (i)
    
    One Instructor  $* a day plus all travel expenses;
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(ii)
    
    Two Instructors  $* a day plus all travel expenses; and
   12




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Annex I to Schedule C
 EXISTING CLOVERLEAF INTERFACESProduct/Vendor
    
    Transactions included
    
    Cost3M DocMS
    
    ADT from MT
    
    $*Abbott Precision Point-of-care
    
    ADT from MT; POC Results to MT
    
    $*AGFA CR
    
    Rad Orders from MT
    
    $*AGFA DR Mammography
    
    Rad Orders from MT
    
    $*AGFA Impax PACS
    
    Rad Orders from MT; Rad Reports from MT
    
    $*AGFA Talk Technologies
    
    Rad Orders from MT; Rad Reports to MT
    
    $*AIMSC88 (UHS)
    
    ADT from MT
    
    $*Airshields (Watchchild)
    
    ADT from MT
    
    $*Alere EPOC POC
    
    ADT from MT; Lab Results to MT
    
    $*Allocade On-Cue
    
    Rad Orders from MT
    
    $*American Biomedical (ABGI)
    
    ADT from MT
    
    $*Ameripath (Derrick & Associates)
    
    ADT from MT; OE Reports to MT
    
    $*Amicas (RIS)
    
    Rad Orders from Amicas: Rad Reports to Amicas
    
    $*Amtelco (one call Infinity)
    
    ADT from MT
    
    $*ARUP Reference Lab (Medinet)
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*AutoMed (FDS)
    
    Pharmacy Orders from MT
    
    $*Bar Code Services (MASS)
    
    Item Master from SMART; Replenishment to SMART; PAR from SMART
    
    $*BCX/Compsee
    
    ADT from MT; Charges to MT; Item Master from SMART; Replenishment to
SMART; PAR from SMART
    
    $*Big Ben (RHIO)
    
    ADT from MT; Lab Results from MT; Rad Reports from MT
    
    $*bioMerieux (Stellara)
    
    ADT from MT; Pharmacy Orders from MT; Lab Results from MT
    
    $*bioMerieux (TheraTrac)
    
    ADT from MT; Pharmacy Orders from MT
    
    $*Calibra (Discharge 123)
    
    ADT from MT; OE Reports to MT
    
    $*CAMS (Patriot Medical Technologies)
    
    Charges to MT;
    
    $*Canopy (Case Mgmt.)
    
    ADT from MT
    
    $*Cedaron (Dexter)
    
    ADT from MT
    
    $*Central Logic (Forefront Transfer
Scheduler)
    
    ADT from MT
    
    $*Cerner (CoPath) Transcription
    
    ADT from MT; OE Reports to MT
    
    $*Clinicomp
    
    ADT from MT; Lab Results from MT
    
    $*Clinivision (Puritan-Bennett)
    
    ADT from MT; Charges to MT; OE Reports to MT.
    
    $*Coag Clinic
    
    ADT from MT; Lab Results from MT
    
    $*Codonix
    
    ADT from MT
    
    $*Common Cents (GEMServe)
    
    ADT from MT
    
    $*Computrition
    
    ADT from MT
    
    $*CoPath Transcription (Cerner)
    
    ADT from MT; OE Reports to MT
    
    $*Crothall (Team Chimes)
    
    ADT from MT
    
    $*Dade Behring (PharmLINK)
    
    ADT from MT; Pharmacy Orders from MT
    
    $*Derrick & Associates (Ameripath)
    
    ADT from MT; OE Reports to MT
    
    $*Dictaphone Healthtouch Radiology
Transcription
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Dictaphone Powerscribe Encounters
    
    ADT from MT; OE Reports to MT
    
    $*Dictaphone Powerscribe Orders
    
    Rad Orders from MT; Rad Reports to MT
    
    $*
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EXISTING CLOVERLEAF INTERFACESProduct/Vendor
    
    Transactions included
    
    CostDictaphone Transcription (Enterprise
Express)
    
    ADT from MT; OE Reports to MT
    
    $*Discharge 123 (Calibra)
    
    ADT from MT; OE Reports to MT
    
    $*Dolbey/DVI Fusion Voice
    
    ADT from MT; OE Reports to MT
    
    $*Dolbey/DVI Fusion Voice (Rad)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*ECIN (Extended Care Mgmt.)
    
    ADT from MT; Pharmacy Orders from MT
    
    $*eClinical Works (EMR)
    
    Lab Results from MT; Rad Reports from MT; OE Reports from MT
    
    $*EFD Transcription
    
    ADT from MT; OE Reports to MT
    
    $*eko Systems (Frontiers)
    
    ADT from MT
    
    $*Emageon/Camtronics (Vericis)
    
    ADT from MT; OE Orders from CPCS; OE Reports to MT
    
    $*eMed (Matrix) PACS
    
    Rad Orders from MT; Rad Reports from MT
    
    $*ER Records (Doctors Choice)
Transcription
    
    ADT from MT; OE Reports to MT
    
    $*eScription (EditScript)
    
    ADT from MT; OE Reports to MT
    
    $*Esoterix Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Essence (Santa Clara Health Dept.)
    
    ADT from MT
    
    $*Evolved (RadWeb)
    
    ADT from MT; Rad Orders from MT; Rad Reports to MT
    
    $*EXE (Exceed WMS)
    
    Items, Requisitions & POs from SMART; Inv Adj, Inv Moves, Receipt
Conf., Inv Bal, Ship Conf to SMART
    
    $*Expeditor
    
    ADT from MT
    
    $*Extended Care (ECIN)
    
    ADT from MT; Pharmacy Orders from MT
    
    $*F&S (Radisphere)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Focus Infomatics (NetCare)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Four Rivers (TMS, TMS Pro)
    
    OE Work Orders from MT
    
    $*Frontiers anesthesiology (eko)
    
    ADT from MT
    
    $*Fuji (Synapse) PACS
    
    Rad Orders from MT; Rad Reports from MT
    
    $*Gamewood (GHN)
    
    Lab Results from MT
    
    $*GE Agility/AgileTrac
    
    ADT from MT, OE Orders from MT
    
    $*GE Clinical Monitoring Interface
    
    ADT from MT; Clinical Monitor Results to MT NUR (but not via Cloverleaf)
    
    $*GE CPN (GE QS OBLink)
    
    ADT from MT; OE Reports to MT; Lab Results from MT
    
    $*GE DMS CVPACS (includes Innova 3000)
    
    ADT from MT; OE Reports to MT; Orders from CPCS; Charges to MT
    
    $*GE Image Vault (no DMS)
    
    ADT from MT; OE Orders from MT; OE Reports to MT
    
    $*GE MUSE Transcription
    
    ADT from MT; OE Reports to MT; Orders from CPCS; Charges to MT
    
    $*GE PACS (Image Status Update Messages
only)
    
    Rad Image Status to MT
    
    $*GE PACS (orders and results, no status
updates)
    
    ADT from MT; Rad Orders from MT; Rad Reports from MT
    
    $*GE PACS (with status updates)
    
    ADT from MT; Rad Orders from MT; Rad Reports from MT; Rad Image Status
to MT
    
    $*GE QS (QS/QMI Link, GE CPN)
    
    ADT from MT; OE Reports to MT
    
    $*GE Viewpoint
    
    Rad Orders from MT
    
    $*GE Voyager
    
    Lab Results from MT; SCH from MT; Pharmacy Orders from MT
    
    $*GEMServe (Common Cents)
    
    ADT from MT
    
    $*Global Health Exchange (GHX)
    
    EDI; RS; SPR; MR; Item; Repl
    
    $*Goodroe Healthcare Solutions/BSM (Cath
Source)
    
    ADT from MT; OE Reports to MT
    
    $*Goodroe Healthcare Solutions/BSM (OEP)
    
    Charges to MT;
    
    $*
 14




---



##### 



EXISTING CLOVERLEAF INTERFACESProduct/Vendor
    
    Transactions included
    
    CostHealth Television Network (HTN)
    
    ADT from MT
    
    $*Healthline (Viscims)
    
    ADT from MT
    
    $*HealthLogics
    
    ADT from MT
    
    $*Healthtouch (MCR Diet System)
    
    ADT from MT; OE Orders from MT
    
    $*Heartlab (Encompass) Transcription
    
    ADT from MT; OE Orders from MT; OE Reports to MT
    
    $*Heartland HIM Transcription
    
    ADT from MT; OE Reports to MT
    
    $*Heartland Radiology Transcription
    
    Rad Orders from MT; Rad Reports to MT
    
    $*HIE- UHIN (State of Utah RHIIO)
    
    ADT from MT, OE Reports from MT, Rad Reports from MT, Lab Results from
MT (no MIC)
    
    $*Hill-Rom (Navacare)
    
    ADT from MT
    
    $*HMT (Return)
    
    ADT from MT
    
    $*ICIS (Karl Storz)
    
    ADT from MT; Lab Results from MT; Rad Orders from MT; Rad Reports from
MT
    
    $*IDX Imagecast
    
    ADT from MT; Rad Orders from MT; Rad Reports from MT
    
    $*IMACS (Carepricer)
    
    ADT from MT
    
    $*Image Vault (GE)
    
    ADT from MT; OE Orders from MT; OE Reports to MT
    
    $*Impac (Mulit-access ESI) Mosaiq
    
    ADT from MT; Lab Results from MT; Charges to MT
    
    $*Impac (Tamtron PowerPath)
    
    ADT from MT; OE Reports to MT
    
    $*Intego/Wescom (MedLink 3000)
    
    ADT from MT
    
    $*IntermedHx RxHx
    
    ADT from MT
    
    $*IsoPrime NeoData
    
    ADT from MT; Lab Results from MT
    
    $*IVR-IVB-MQ
    
    PA Account info request; PA account info response
    
    $*Karl Storz ICIS
    
    ADT from MT; Lab Results from MT; Rad Orders from MT; Rad Reports from
MT
    
    $*Kurzweil (InPhyNet)
    
    ADT from MT; OE Reports to MT
    
    $*Kurzweil (Team Health)
    
    ADT from MT; OE Reports to MT
    
    $*LabCorp reference lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*LeeSAR
    
    Items from LeeSAR; Proc Codes from LeeSAR
    
    $*Logicare
    
    ADT from MT; OE Reports to MT
    
    $*Lumedx (Apollo)
    
    ADT from MT; OE Reports to MT
    
    $*Lynx Medical (E-Map)
    
    ADT from MT; Charges to MT
    
    $*Lyster (CCA) reference lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Magview (MagLink)
    
    Rad Orders from MT; Rad Reports from MT; Rad Reports to MT
    
    $*Mammography Reporting System (MRS)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*MAS RALS Point-of-care
    
    ADT from MT; Lab Results to MT
    
    $*McKesson (Acudose)
    
    ADT from MT; Pharmacy Orders from MT; Pharmacy Inventory/Charges to MT
    
    $*McKesson (Horizon PACS and Three-Click
Reporting together)
    
    ADT from MT: Rad Orders from MT; Rad Reports from MT; Rad Reports to MT
    
    $*McKesson (Horizon PACS)
    
    ADT from MT: Rad Orders from MT; Rad Reports from MT
    
    $*McKesson (Horizon Three-Click Reporting)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*McKesson (Interqual)
    
    ADT from MT
    
    $*McKesson (MedCarousel)
    
    Pharmacy Orders from MT
    
    $*McKesson (MedComm-Rx)
    
    ADT from MT
    
    $*McKesson (PacMed)
    
    Replinishments to SMART
    
    $*McKesson (Robot-Rx)
    
    ADT from MT; Pharmacy Orders from MT; Pharmacy Inventory/Charges to MT
    
    $*
 15




---



##### 



EXISTING CLOVERLEAF INTERFACESProduct/Vendor
    
    Transactions included
    
    CostMcKesson (SupplyScan)
    
    ADT from MT; Charges to MT; Replenishment to SMART; Item Master from
SMART; PAR from SMART
    
    $*McKesson-HBOC (Orbit)
    
    Items and PARs from SMART; Replnishments to SMART
    
    $*MCR Technologies (Healthtouch)
    
    ADT from MT; OE Orders from MT
    
    $*Medibuy
    
    EDI; RS; SPR; MR; Item; Repl
    
    $*Medical Transcription Services (MTS)
    
    ADT from MT; OE Reports to MT
    
    $*Medinet  ARUP Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  Esoterix Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  LabCorp Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  Lyster (CCA) Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  PAML
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  PathLab (Pathsys) Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  Quest Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Medinet  Reg. Med Labs (RML) Cerner
Classic
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*MedMined  Disease Surveilance Reporting
System
    
    ADT from MT; Lab Results from MT
    
    $*MedQuist (SpeechQ) for HIM/OE
    
    ADT from MT; OE Reports to MT
    
    $*MedQuist (SpeechQ) for Radiology
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Medquist Transcription (DocEP)
    
    ADT from MT; OE Reports to MT
    
    $*MedSelect (MedSelect-Rx)
    
    ADT from MT; Pharmacy Orders from MT; Pharmacy Inventory/Charges to MT
    
    $*Momentus (Ingenium MAX. IMAX)
    
    ADT from MT
    
    $*MRS (Mammography Reporting System)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Navacare (Hill-Rom)
    
    ADT from MT
    
    $*NeoData (IsoPrime)
    
    ADT from MT; Lab Results from MT
    
    $*NovaRad PACS
    
    Rad Orders from MT; Rad Reports from MT
    
    $*NovoPath (Novovision)
    
    OE Orders from MT; OE Reports to MT
    
    $*OB Tracevue
    
    ADT from MT
    
    $*Olympus (Endoworks)
    
    ADT from MT; OE Reports to MT
    
    $*OmniCell OptiFlex
    
    ADT from MT; Charges to MT; Replenishment to SMART; Item Master from
SMART; PAR from SMART
    
    $*OmniCell SafetyPak
    
    Pharmacy Orders from MT
    
    $*Omnicell Supply Station
    
    ADT from MT; Charges to MT; Item Master from SMART; Replenishment to
SMART;
    
    $*OmniCell SureMed
    
    ADT from MT; Pharmacy Orders from MT; Pharmacy Inventory/Charges to MT
    
    $*On-Cue (Allocade)
    
    Rad Orders from MT
    
    $*Optimal Readings
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Oschner Summit IE Phys Pract.
    
    Lab Results from MT; Rad Reports from MT
    
    $*PAML (ROSR or reverse medinet)
    
    Lab Orders to MT; Lab Results from MT
    
    $*PAML (SORR or Medinet)
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Par Excellence (Par Replenish)
    
    Items from SMART; Replnishment to SMART
    
    $*Pathgroup (PathSys) Transcription
    
    ADT from MT; OE Reports to MT
    
    $*
 16




---



##### 



EXISTING CLOVERLEAF INTERFACESProduct/Vendor
    
    Transactions included
    
    CostPathLab (Antrim) Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Pathol (homegrown)
    
    ADT from MT; OE Reports to MT
    
    $*Pathsys (PathGroup)
    
    ADT from MT; OE Reports to MT
    
    $*Patientkeeper
    
    ADT from MT
    
    $*Patriot Medical Technologies (CAMS)
    
    Charges to MT;
    
    $*PenRad
    
    Rad Orders from MT; Rad Reports to MT
    
    $*PharmLink (Dade Behring)
    
    ADT from MT; Pharmacy Orders from MT
    
    $*PHG Technologies  Total Asset Mgmt
(TAMS)
    
    Items and PARs from SMART; Replnishments to SMART
    
    $*PHG Technologies (Easy ID)
    
    ADT from MT
    
    $*Philips CardioLogica Transcription
    
    ADT from MT; OE Reports to MT
    
    $*Philips Clinical Monitor Interface
    
    ADT from MT; Clinical Monitor Results to MT NUR (but not via Cloverleaf)
    
    $*Philips OB Tracevue
    
    ADT from MT
    
    $*Philips TracemasterVue
    
    OE Orders from MT; OE Reports to MT; Charges to MT
    
    $*Philips Xcelera
    
    ADT from MT; OE Reports to MT
    
    $*PHNS
    
    ADT from MT; OE Reports to MT
    
    $*Physician Practice Management Interfaces
(PPMI)
    
    ADT from MT; Lab Results from MT; Rad Reports from MT; OE Reports from
MT
    
    $*Powerscribe (Encounters)
    
    ADT from MT, OE Reports to MT
    
    $*PowerScribe (Orders)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Premier Radiology (PhyCoder)
    
    ADT from MT; Rad Orders from MT; Rad Reports from MT
    
    $*ProMed
    
    ADT from MT
    
    $*Provation (cMORE) Transcription
    
    ADT from MT; OE Reports to MT
    
    $*Puritan Bennett (Clinivision)
    
    ADT from MT, OE Reports to MT; Charges to MT
    
    $*Pyxis Medstation
    
    ADT from MT; Pharmacy Orders from MT; Pharmacy Inventory/Charges to MT
    
    $*Pyxis Supply Station
    
    ADT from MT; Charges to MT; Item Master from SMART; Replenishment to
SMART
    
    $*QS OB Link (GE CPN)
    
    ADT from MT; OE Reports to MT
    
    $*Quest Reference Lab
    
    Ref Lab Orders from MT; Ref Lab Results to MT
    
    $*Quovadx (Emerge)
    
    ADT from MT; MR ADT from MT; ADT Query/Response from MT
    
    $*Radisphere (F&S)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*RadWeb (Evolved)
    
    ADT from MT; Rad Orders from MT; Rad Reports to MT
    
    $*RALS Point-of-care (MAS)
    
    ADT from MT; POC Results to MT
    
    $*ReDoc
    
    ADT from MT; Charges to MT
    
    $*Responder IV (Rauland) Nurse Call System
    
    ADT from MT
    
    $*Rodeer (ARCO) Transcription
    
    ADT from MT; OE Reports to MT
    
    $*RODS (Pittsburgh)
    
    ADT from MT
    
    $*RxHx (IntermedHx)
    
    ADT from MT
    
    $*Script-Rx
    
    ADT from MT
    
    $*SDC (Intellidesk)
    
    ADT from MT
    
    $*SensorMedic Pulmonary System (VMAX)
    
    ADT from MT, OE Reports to MT
    
    $*Sentri7
    
    ADT from MT; Lab Results from MT; Pharmacy Orders from MT
    
    $*Siemens Document Imaging (EDM)
    
    ADT from MT
    
    $*Siemens KinetDX
    
    ADT from MT, OE Reports to MT
    
    $*
 17




---



##### 



EXISTING CLOVERLEAF INTERFACESProduct/Vendor
    
    Transactions included
    
    CostSimplex Grinnel (Sentinel 500 Nurse Call
System)
    
    ADT from MT
    
    $*Skylight (Access)
    
    ADT from MT
    
    $*SMART
    
    ADT from MT; Charges to MT; Item Master from SMART; Replenishment to
SMART; Procedure Codes from SMART; PAR from SMART
    
    $*Softmed (Chartscript)
    
    ADT from MT, OE Reports to MT
    
    $*SoftScript
    
    ADT from MT; OE Reports to MT; Rad Orders from MT; Rad Reports to MT
    
    $*Spacelab Monitors (Chartmaster)
    
    ADT from MT
    
    $*Spheris OE Transcription (Clarity)
    
    ADT from MT; OE Reports to MT
    
    $*Spheris Radiology Transcription (Clarity)
    
    Rad Orders from MT; Rad Reports to MT
    
    $*Standard Register SMARTworks Forms on
Demand
    
    ADT from MT
    
    $*Startel (Ardent)
    
    ADT from MT
    
    $*Stellara (bioMerieux)
    
    ADT from MT; Pharmacy Orders from MT; Lab Results from MT
    
    $*T Systems EV (ER documentation system)
    
    ADT from MT; OE Reports to MT; Lab Results from MT
    
    $*TAMS (to SMART)
    
    Item Master from SMART; Replenishment to SMART; PAR from SMART
    
    $*Tarrant County Health Dept. (RODS)
    
    ADT from MT
    
    $*Team Chimes (Crothall)
    
    ADT from MT
    
    $*Teges (iRounds)
    
    ADT from MT; Lab Results from MT
    
    $*Telcor Point-of-care Interfaces
(QuickLink)
    
    ADT from MT; POC Results to MT
    
    $*Teletracking
    
    ADT from MT
    
    $*TheraTrac
    
    ADT from MT; Pharmacy Orders from MT
    
    $*Tracemastervue (Philips)
    
    OE Orders from MT; OE Reports to MT; Charges to MT
    
    $*Transcription Relief Services (TRS)
    
    ADT from MT; OE Reports to MT
    
    $*UHS AIMSC88
    
    ADT from MT
    
    $*Upgrade only to an existing live,
interfaced product
    
    Only applies to services that were previously certified via HCA IT&S
    
    $*Varian (Aria)
    
    ADT from MT; Charges to MT
    
    $*Varian (Varis Vision)
    
    ADT from MT; Charges to MT
    
    $*Velos (Transplant Mgmt.)
    
    ADT from MT; Lab Results from MT
    
    $*Virtual Radiologic (vRad)
    
    ADT from MT; Rad Orders from MT; Rad Reports to MT
    
    $*VISICU (eVantage ICU Monitoring System)
    
    ADT from MT; Lab Results from MT
    
    $*Voyager (GE)
    
    Lab Results from MT; SCH from MT; Pharmacy Orders from MT
    
    $*Wescom Nurse Call System
    
    ADT from MT
    
    $*Witt Biomedical Transcription
    
    ADT from MT; OE Reports to MT; Charges to MT
    
    $*Wound Expert
    
    ADT from MT
    
    $*
 18




---



##### 



SCHEDULE D
 SPECIAL CHARGES
        19




---



##### 



Schedule E
 [Reserved.]
 20




---



##### 



SCHEDULE F
 Service Support Matrix & Service Level Objectives
   Service Level Management Definitions
 Online Availability
 Online Availability Monthly Compliance Target
 Client Support Services Service Desk Performance Targets
 21




---



##### 



Service Support Matrix & Service Level Objectives
  OnlineAvailabilityOnline Availability ****
    
    Monthly(all times CST unless otherwise
    
    ComplianceApplication/Service **
    
    noted)
    
    Target *Clinical SystemsCPCS (MEDITECH)
    
    24/7/365 goal excluding standard
maintenance windows, with
measured availability against
05:01-23:44  7/365
    
    *%Patient Accounting SystemsPatient Accounting
    
    Available 06:00-20:59 CST
    
    *%Casemix
    
    Available 00:00-23:59 CST
    
    *%Decision Support (ADS)
    
    Available 07:00 AM CST  9:00 PM
CST
    
    *%CHOIS
    
    Available 07:00  21:00 CST
    
    *%Lockbox
    
    Available 07:00 AM CST  7:00 PM
CST
    
    *%Comet
    
    Available 07:00-21:00 CST
    
    *%PLUS
    
    Available 06:00- 21:00 CST, 7 days
per week, and 365 days per year.
    
    *%Artiva (Collections)
    
    Available 07:00-19:00 local time
    
    *%Imaging
    
    Available 07:00 AM CST  9:00 PM
CST
    
    *%CPCM Contract Profiler
    
    Available 07:00-21:00 CST
    
    *%Mainframe Logging
    
    Available 05:01-16:59 CST
    
    *%On-Line Cashiering
    
    Available 06:00-21:00 CST
    
    *%Legacy Collections
    
    Available 07:00-19:00 local time
    
    *%Financial Reporting/CommunicationsAtlas
    
    24/7/365 goal excluding standard
maintenance windows, with measured
availability against
07:00 20:00. CST Monday  Friday
    
    *%Exchange
    
    Available 24 x 7 x 365 3rd
Saturday of the month 09:00 CST
(Work is scheduled after 7 p.m.
local RDC Time, only for a 4 hour
interval) 21:00 CST. Thursdays
that do not fall during the
1st-10th Weekly Wednesday &
Thursdays 22:00 CST (Work is
scheduled after 7 p.m. local RDC
Time, only for a four hour
interval) 00:00
    
    *%
 22




---



##### 



OnlineAvailabilityOnline Availability ****
    
    Monthly(all times CST unless otherwise
    
    ComplianceApplication/Service **
    
    noted)
    
    Target *General Ledger
    
    Available 08:00 -19:00 CST Monday  Friday.
    
    *%QMIRS
    
    Available 06:00-21:00 CST Monday
 Friday
    
    *%PayrollLawson HR/Payroll
    
    Available 04:00- 23:00 CST, 7 days
per week, and 365 days per year.
    
    *%KRONOS
    
    Available 06:00- 23:59 CST, 7 days
per week, and 365 days per year.
    
    *%Legacy Payroll
    
    Available 04:00-23:00 CST, 7 days
per week, and 365 days per year
    
    *%Accounts PayableSMART
    
    Available 00:00-21:00 CST
    
    *%Corporate Office (only)Funds Management
    
    Available 07:00-18:00 CST Monday  Friday
    
    *%HOST AP
    
    Available 07:00 AM ET- 6:00 PM PT
Monday  Friday
    
    *%Corporate Tax (Tax
Compliance System)
    
    Available 06:00 CST  22:00 CST
    
    *%
 
 ***
    
    applications not included Table 1: Critical Application Matrix
 Notes
 *
    
    Commitments and targets are subject to change pursuant to Section 7 of the Agreement.**
    
    All applications should follow the target incident resolution timeframes for resolution and
closure as outlined later in this Schedule under Target Resolution Policy.***
    
    The following applications/services do not currently have formalized Service Level Agreements
(SLAs) developed, although incident target resolution timeframes would apply to all applications
provided by IT&S: 
    
    3M Encoder, Electronic Processing, Avega Decision Support, ORYX, Vista,
FIS, and Benefits.
 ****
    
    Standard IT&S maintenance windows will apply to all applications unless otherwise stated in
individual application-oriented Service Level Agreements. The Customer should be prepared
 23




---



##### 



Day*
    
    Start Time
    
    End Time
    
    Detailed Exceptions1st Saturday of each month
    
    09:00 CST
    
    20:00 CST
    
    Any system or service involved in end-of-month close3rd Saturday of each month
    
    09:00 CST
    
    22:00 CST
    
    NoneWednesdays
    
    21:00 CST
    
    00:00 CST
    
    Wednesday nights that fall from the 1st to the 10thThursdays
    
    21:00 CST
    
    00:00 CST
    
    Thursday nights that fall from the 1st to the 10th
 Table 2: Standard Maintenance Windows
 
 
 IT&S ADDITIONAL RESPONSIBILITIES
  Incident Management: Goal and Definition
 Definition of an Incident : a one time event (service disruption) in the environment
reported by a customer call, an alert, or another form of observation/communication
 Goal
 
 *

    ITIL references the Information Technology Infrastructure Library. ITIL provides a framework of
information technology operational best practices which focus on repeatable and verifiable IT
processes. Priority Policy
  24




---



##### 



Impact
 Urgency
  
    
    Number of users affected by the condition
    
    Urgency of resolution
    
    Length and scope of the outage
    
    Availability of a solution / workaround
    
    Type of service being disrupted
    
    Number of occurrences
    
    Length of time an incident has remained open
  Critical
    
    High
    
    Medium
    
    LowImpact
    
    Major outage affecting
a large number of users
or a business
unit.Critical
business commitments
cannot be met.
Clinical/patient
safety, financial,
market image, or
regulatory implications
    
    System or application
usable with severe
restrictions.
Performance
severely degraded.
Clinical/patient
safety, financial,
market image, or
regulatory
implications
    
    Incidents affecting
a small number or
users Must be
resolved but do not
impact service
level agreements.
Default priority.
    
    Incidents that do
not directly affect
users
productivity.
Workaround
available.Urgency
    
    Required Immediately
    
    Required within 1 day
    
    Required within 3
days
    
    Required within the
next weekEffort
    
    All required resources
    
    All required resources
    
    Best effort.
Prioritised against
other work.
    
    Resources are
available.
 25




---



##### 



Table 3: Priority Criteria
  Incident Status Codes
  Problem Status
    
    DescriptionOpen
    
    Incident is registeredAssigned
    
    Incident is classified and is assigned to a Group or IndividualWork In Progress
    
    The assigned Group or Individual has accepted and is working to
address the incidentInitial Resolution
    
    When the incident has reached a fix or workaround solution
has been applied that allows the end-user(s) to able to perform
their job duties and responsibilities.Pending
    
    The incident is waiting on a part to come in, a vendor, a
change or the root cause is still being worked on.Resolved
    
    A solution or work-around has been implemented for the incident.Closed
    
    The solution has been implemented, tested and documented and
users are able to perform their job duties and functions, and
the end-user(s) have been notified and their agreement
obtained.
 Table 4: Problem Status
 Target Resolution Policy
  Critical
    
    
    
    MediumKey event
    
    Priority
    
    High Priority
    
    Priority
    
    Low PriorityIncident assignment accepted (TTA)
    
    1 hour
    
    2 hours
    
    4 hours
    
    1 dayInitial resolution (TTR) or Resolved
    
    8 hours
    
    2 days
    
    5 days
    
    10 daysIncident closed (TTC)
    
    7 days
    
    7 days
    
    5 days
    
    5 days
 Table 5: Target Timeframe Policy
  26




---



##### 



TargetAverage Speed to Answer Target (seconds)
    
    *CSS Logs closed upon first contact Target (within 1 hour; all types, all priorities)
    
    *%CSS Logs closed same day Target (within 24 hours; all types, all priorities)
    
    *%
 Table 6: Client Support Services Service Desk Performance Targets
 CUSTOMER ADDITIONAL RESPONSIBILITIES
 
    
    It is understood that if a Critical incident is opened with IT&S, that the
issue will be worked on until restoration of the service is achieved. That being said, it
is the responsibility of the customer to make available (7X24) the appropriate
knowledgeable individual/individuals that can provide necessary information and testing of
the restorative process.
    
    Ensure the appropriate Customer personnel have been trained in the use,
support, and management of the IT&S Systems.
    
    Appoint an IT&S System Support Coordinator, and, if applicable, a LAN
Administrator, for the effective support and operation of the IT&S Systems and to ensure
that Customer Responsibilities are performed.
    
    During the term of this Agreement, provide IT&S with both on-site access to
each Facility and remote access to the System through the IT&S approved Network services
to enable IT&S to provide warranty assistance and support both on-site and remotely.
    
    Follow the security procedures and Network operating procedures provided by
IT&S.
    
    Complete proper incident review, before contacting IT&S and then perform
incident investigation, diagnosis, and remedial activities, as requested by IT&S.
    
    Maintain and support an appropriate cable plant as specified in the IT&S
policies and procedures.
    
    Formally notify IT&S network personnel 90 days in advance as to any planned
substantial system and/or network changes at the facility level that may result in a data
volume increase or changes to source/destination of data sources. This would also include
environmental changes such as relocating departments, equipment moves, construction, etc.
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