Contents
Overview
Compucare on Azure is fully supported by our dedicated Streets Heaver support team during standard working hours. However, we recognise that healthcare operations run around the clock, and critical system availability cannot wait for the next business day. To provide additional protection and peace of mind, we offer a paid Out‑of‑Hours Critical Incident Service delivered in partnership with Pink Elephant, a trusted ITSM provider with more than 40 years of experience supporting mission‑critical environments.
This premium service gives our customers a 24/7 safety net for Priority 1 (P1) system‑down incidents, ensuring that if your Compucare system or essential connected infrastructure becomes unavailable outside of our core hours, expert help is immediately on hand.
When a P1 incident is logged, Pink Elephant provides rapid, first‑line triage and infrastructure‑level investigation, following a suite of detailed, Streets Heaver‑approved Standard Operating Procedures (SOPs) designed specifically for our Azure environment and critical services.
If a system‑down issue arises out of hours, the underlying cause is most likely infrastructure‑related due to our controlled software release processes. For this reason, Pink Elephant is granted secure access to our Azure infrastructure, enabling them to perform safe, predefined technical actions to restore service. They are not permitted to access Streets Heaver products or any Patient Identifiable Data, ensuring full compliance with healthcare data protection requirements.
Throughout the incident, our customers will remain informed with clear, real‑time communication. Pink Elephant provides updates primarily via the Streets Heaver Service Status website, with telephone contact where necessary, and logs all activity in the Streets Heaver Service Desk for complete transparency and seamless handover to the daytime support teams.
Service Scope
Our Out‑of‑Hours Critical Incident Service is designed to provide immediate, expert intervention when your Compucare system or essential connected infrastructure becomes fully unavailable. The service focuses exclusively on Priority 1 (P1, Urgent) system‑down events, which are situations where users cannot access the system and core clinical or operational processes are disrupted.
Critical System-Down Incident Support Only
This service is reserved for true business‑critical (P1 - Urgent) outages where fast action is essential. This is limited to:
- Complete Compucare 8 system outages
- MessageCall full outage/clinical messages not being processed
- Clinical applications becoming unavailable, such as Compucare Ward and, where clinical features are used, potentially Compucare Clinician (Clinician app/Clinician Portal)
These scenarios represent full system unavailability and trigger a P1 classification. By limiting the service to these events, we ensure immediate, high‑priority focus on incidents that impact patient care and operational continuity.
1. Out-of-Hours Coverage
The OOH service operates during the following times:
- Monday to Friday: 18:00 – 08:00
- Weekends: 24/7
- UK National Holidays: Fully covered
2. First-Line Triage and Initial Investigation
When a P1 incident is logged out of hours, Pink Elephant acts as the immediate first point of contact. Their responsibilities include:
- Logging the incident in the Streets Heaver Service Desk (Freshdesk)
- Conducting infrastructure-level triage
- Performing checks, restarts, and other predefined actions
- Escalating directly to Streets Heaver teams if additional intervention is required
All technical actions follow approved SOPs to ensure safe, predictable handling tailored to our Azure environment.
3. SOP-Governed Actions
Every step taken during a critical incident is guided by Streets Heaver‑approved Standard Operating Procedures. These SOPs ensure consistency, data safety, and a controlled approach to restoring service availability as quickly as possible.
4. Shift Handover and Communication
Clear communication is central to the service. Pink Elephant provides structured handovers between shifts and to the Streets Heaver daytime teams, ensuring continuity and transparency. Where needed, direct handover calls take place at agreed times (typically 17:45 or 08:00), ensuring no loss of context during the transition.
Service Limitations
To maintain data safety and the defined scope of the service, Pink Elephant will not perform:
- Any investigation requiring access to patient data
- Non-critical or non-P1 issue handling
- Software-level debugging or application development tasks
- Any activity outside infrastructure triage and SOP-driven intervention
SLAs
Should the On-Call Service be used to log a P1 Issue, Streets Heaver’s appointed IT Services sub-contractor can only use its best endeavours to investigate and resolve the issue (following detailed information/SOPs for our infrastructure/critical services). Therefore, Streets Heaver cannot apply the usual SLAs and Uptime Guarantee to the provision of the service outside of its standard Working Hours, due to Streets Heaver not having its full workforce (and in particular individual product specialists) available outside of its Working Hours.
Key Benefits
- 24/7 Critical Protection – Guaranteed out‑of‑hours cover for P1 system‑down incidents to safeguard clinical and operational continuity.
- Rapid, Expert Triage – Immediate first‑line investigation by infrastructure specialists following approved Azure‑specific SOPs.
- Reduced Downtime Risk – Controlled, predefined technical actions help restore service quickly and safely.
- Clear, Real‑Time Updates – Consistent communication through the Service Status site, phone where needed, and full activity logging in the streets Heaver Service desk.
- Trusted, ITIL‑Aligned Partner – Over 40 years of mission‑critical ITSM experience supporting healthcare environments.
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