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- Help desk
Support · Help desk
When something blocks, someone answers.
Galeon’s help desk works through the hospital’s IT department: a ticket portal and a phone line in business hours, and at night and at weekends, an alert that notifies Galeon’s on-call team in real time. Response times are written into the contract, by severity level.
At a glance
One entry point, an on-call team, written response times.
The process
From report to restoration.
During the day
On working days, 9 am to 5.30 pm: a ticket on the help desk portal for a request or a minor issue; a phone call, then a ticket, for a major or blocking issue.
At night and at weekends
The hospital’s on-call IT staff raise an alert from the portal; Galeon’s on-call team is notified in real time, by email and text message.
Qualify
Every request gets a severity level: blocking, major or minor. That level sets the order of handling and the response times.
Restore and fix
Service is restored first; the lasting fix follows, and minor issues are fixed in updates.
Severity levels
What “blocking” means.
The response and restoration times for each level are set in the service contract.
Blocking
A care unit can no longer use the patient record. Handled with top priority, day and night.
Major
An important function no longer works, or works badly, and gets in the way of care.
Minor
An inconvenience with a workaround, a question, a configuration request.
FAQ
What we are asked about the help desk.
Can clinicians contact the help desk directly?
Requests go through ward managers or the hospital’s IT department, who know the equipment and the priorities, and who have an administrator role in Galeon.
Can the help desk be reached at night and at weekends?
Yes. Outside business hours, the hospital’s on-call IT staff raise an alert from the help desk portal, and Galeon’s on-call team is notified in real time, by email and text message.
What are the response times?
They are set by severity level in the service contract, with a response time and a restoration time for each level. We share the details on request.
What happens if a hosting provider fails?
The infrastructure is redundant, backups are replicated across several HDS-certified sites in France, and a business continuity and disaster recovery plan is in place. See also data sovereignty.
A question about support?
We will send you the details of our service commitments.