Social Program Management support

Contact

 

You can contact support or open a support case for Merative ™ Social Program Management or Watson Care Manager by visiting the Merative Support Community.

 

  • You must log in to the Merative Support Community to open a case.   
  • Each case is assigned a unique number for reference and a severity level, which is based on the details in the case description.
  • Updates and client responses are sent by email and recorded in the case comments.

 

Important:  Do not include any Personal Information (PI), including Protected Health Information (PHI) or Sensitive Personal Information (SPI), in information or documentation when opening a case.

 

Downloads and security bulletins

 

For Social Program Management, you can download your entitled software and fixes, and other related software assets and security bulletins from Merative Software Downloads.

 

You must be added as a technical contact to access this site. Initial technical contacts have already been set up for each customer. If you need access, open a support case at the Merative Support Community.

 

You can access the following Social Program Management software:

  • Full development installers, currently 7.0.10 and 8.0.
  • Fixes, such as iFixes and maintenance releases.
  • Assets, such as the Upgrade Helper tools.

 

Product documentation and technical support articles

 

For product documentation, release information, and technical support articles, see Merative Support Docs.

 

Hours of operation

 

Social Program Management support business hours reflect the normal country business hours in your time zone. For example, 8:00 AM to 5:00 PM in North America or 9:00 AM to 6:00 PM in some parts of Asia and Europe, Monday through Friday, excluding national or statutory holidays. Off shift hours for Severity 1 issues only, are defined as all other hours outside of normal country business hours.

 

Watson Care Manager support business hours reflect the normal North American business hours in your time zone. For example, 8:00 AM to 5:00 PM in your specific time zone, Monday through Friday, excluding national or statuatory holidays.

Severity definitions

 

Severity 1:

Critical business impact/service down

Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution. This usually impacts all users or a significant portion of users.

 

Response Time Objective

  • Social Program Management  - 2 Hours
  • Watson Care Manager - 1 Hour

 

Severity 2:

Significant business impact

A service business feature of function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines. This usually impacts at least a subset of users rather than one individual.

 

Response Time Objective

  • Social Program Management - 2 Hours
  • Watson Care Manager - 2 Hours

 

Severity 3:

Minor business impact

Indicates the service or functionality is usable and there is not a critical impact on operations. There may be impact for only a single user.

 

Response Time Objective

  • Social Program Management  - 2 Hours
  • Watson Care Manager - 4 Hours

 

Severity 4:

Minimal business impact

An inquiry or non-technical request. Any issue that has no impact on operations and can wait days for resolution.

 

Response Time Objective

  • Social Program Management  - 2 Hours
  • Watson Care Manager - 1 Business day