Information Technology Billable Rates for IPA Offices By. Dubuque Internal Medicine

Transcription

1 Information Technology Billable Rates for IPA Offices By Effective Date: Document Owner: s IT department Version Version Date Description Author IPA Office Billable Rates Peter Koshakji Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed Approval Date Dubuque Internal Medicine Service Provider Customer

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3 Contents 1 Scope Stake Holders Periodic Review What is considered a User? Fees for IPA Domain Network Members: Fees for Infrastructure Support for IPA Members: Fees for IPA Network Members (Not on the IPA Domain): Fees for IPA Domain Network Members: Out of Scope Fees: /13

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5 1 Scope Technology support services are provided through the IT Department. This support team is committed to delivering high quality customer service and support to all IPA Offices including. This document outlines the current billable rates for being part of the IPA Network. 5/13

6 2 Stake Holders The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this document: IT Service Provider(s): IT Customer(s): IPA Member(s) 6/13

7 3 Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Business Relationship Manager ( Document Owner ) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Business Relationship Manager: Review Period: Annually (12 months) Previous Review Date: Next Review Date: 7/13

8 4 What is considered a User? A user is a staff member that accesses any computer at the office. The reason for using a per User model is to account for all the required licenses to access the resources on the network as well as all the device licenses. Several levels of users have been outlined below to accommodate office needs: - FTE (Full Time Equivalent) counts as 1 user. A FTE is any staff member/provider/nurse/etc. that works more than 35 hours per week. - PTE (Part Time Equivalent) counts as 0.5 user. A PTE is any staff member/provider/nurse/etc. that works less than 35 hours, but more than 1 hour per week. - PRN (Pro Re Nata) counts as 0.25 user. A PRN is a staff member/provider/nurse/etc. that works on a As Needed basis. 8/13

9 5 Fees for IPA Domain Network Members: (No Electronic Medical Records support or Practice Management support) Call to find out more information Covers the following: - Help Desk Support Services. (See SLA for IPA Offices agreement) - Software Patch Management. - Antivirus Software. - Malware Protection. - Backup and recovery. - Domain Management. - Group Policy implementation. - Security implementations. - Vulnerability assessments and repairs. - Software license compliance for the individual practice. - Licenses to access all resources on the network. - Monitoring and addressing all services. - Future expansion and maintenance of current equipment. (Infrastructure) - Data storage. - Access to IT Resources. - Access to ticketing systems. - Encryption services. - PLUS, PM, and EMR Access. - Regular Security and HIPAA audit driven initiatives. - VPN access. - Services. - Web and spam filtering. - Data archiving. - Service redundancy. - Access to Help Desk 24/7. (See SLA for IPA Offices agreement) - Physical security of the Network. - Real estate for housing the equipment. (Includes: Cooling/Power/etc.) - Logging for compliance purposes. 9/13

10 - 6 Fees for Infrastructure Support for IPA Members: (Full infrastructure support for a non-ipa Domain network member) Call to find out more information Covers the following: - Help Desk Support Services. (See Help Desk SLA agreement) - Software Patch Management. - Malware Protection. - Backup and recovery services for practice (use of software provided by IPA Member Office). - Domain Management. - Group Policy implementation. - Security implementations. - Vulnerability assessments and repairs. - Software license compliance for the individual practice. - Monitoring and addressing all services. - Access to IT Resources. - Access to ticketing systems. - Encryption services. - Regular Security and HIPAA audit driven initiatives. - Data archiving services for practice (use of software provided by IPA Member Office). - Service redundancy options. - Physical security of the Network. - Logging for compliance purposes. - Access to reports. - Remote support and onsite support options. - Assist with the HIPAA Compliance Process. - Firmware and software patches/upgrades. 10/13

11 7 Fees for IPA Network Members (Not on the IPA Domain): (No Electronic Medical Records support or Practice Management support) Call to find out more information Covers the following: - Security implementations. - Vulnerability assessments and repairs. - Licenses to access all resources on the network. - Monitoring and addressing all services. - Future expansion and maintenance of current equipment. (Infrastructure) - Data storage. - Access to ticketing systems. - PLUS, PM, and EMR Access. - Regular Security and HIPAA audit driven initiatives. - VPN access. - Data archiving. - Service redundancy. - Access to Help Desk 24/7 to report outages relating to the EMR. - Physical security of the Network. - Real estate for housing the equipment. (Includes: Cooling/Power/etc.) - Logging for compliance purposes. 11/13

12 8 Fees for IPA Domain Network Members: (Electronic Medical Records support and Practice Management support included) Call to find out more information Covers the following: - Help Desk Support Services. (See SLA for IPA Offices agreement) - Software Patch Management. - Antivirus Software. - Malware Protection. - Backup and recovery. - Domain Management. - Group Policy implementation. - Security implementations. - Vulnerability assessments and repairs. - Software license compliance for the individual practice. - Licenses to access all resources on the network. - Monitoring and addressing all services. - Future expansion and maintenance of current equipment. (Infrastructure) - Data storage. - Access to IT Resources. - Access to ticketing systems. - Encryption services. - PLUS, PM, and EMR Access. - Regular Security and HIPAA audit driven initiatives. - VPN access. - Services. - Web and spam filtering. - Data archiving. - Service redundancy. - Access to Help Desk 24/7. (See SLA for IPA Offices agreement) - Physical security of the Network. - Real estate for housing the equipment. (Includes: Cooling/Power/etc.) - Logging for compliance purposes. - eclinicalworks Electronic Medical Records Support (Includes: Interfaces.) - eclinicalworks Practice Management Support (Includes: Interfaces.) - McKesson Practice Management Suite Support (Includes: Interfaces.) 12/13

13 9 Out of Scope Fees: Fees for IPA Offices that are outside of scope Help Desk Support Services that are billable directly to the IPA Office. (See SLA for IPA Offices agreement): - Applications assistance: Call to find out more information. - Deskside assistance: Call to find out more information. - Infrastructure assistance: Call to find out more information. - 3 rd Party Consulting assistance: Call to find out more information. Note: All time is billed in 15 minute increments. Example: Assistance with eclinicalworks that takes 55 minutes to resolve will be billed at 1 hour. Calls taking less than 15 minutes will not be billed to the IPA Member. 13/13