Support Plans

Standard, business and enterprise support plans available to ensure suitable service level agreements are in place to support your policies and requirements

Plan Standard Business Enterprise
Enhanced Technical Support
  • Business hours web access to Minerva Data Cloud Service Desk and Support Centre
  • 1 case per month with 1 primary contact
  • 24/7 web, and chat access to Minerva Data Cloud Service Desk and Support Centre
  • 10 cases per month with 1 primary contact
  • Standard Priority
  • 24/7 web, and chat access to Minerva Data Cloud Service Desk and Support Centre
  • 24/7 phone support
  • Unlimited cases and unlimited contacts 
  • Standard Priority
  • Critical Priority
Case Severity / Response Times
  • General guidance < 48 hours
  • System impaired < 24 hours
  • General guidance < 24 hours
  • System impaired < 6 hours
  • General guidance < 3 hours
  • System impaired < 1 hour
  • Business/Mission-critical system down < 15 minutes
Incident Resolution Time
  • System incident < 72 hours after the Response Time
  • System incident < 24 hours  after the Response Time
  • All service and system incidents < 1 hour after the Response Time
Programmatic Case Management
  • Minerva Data ITSM Self-service only
  • Minerva Data ITSM Self-service only
  • Minerva Data ITSM Self-service
  • Minerva Data ITSM Service Calls
  • Minerva Data ITSM Change Management
  • Minerva Data ITSM API's
Service Integration and Third-Party Software Support
  • Not available
  • 3 Hours per month
  • APIs Integration
  • 30 Hours per month
  • APIs Integration
Training and Education
  • Access to Minerva Data self-paced education portal
  • Access to Minerva Data self-paced education portal
  • 3 Hours online training session per month up to 10 users
  • Access to Minerva Data self-paced education portal
  • 20 Hours online training session per month up to 30 users
Pricing
  • No cost option
  • $15 per user per month
  • Minimum 10 users
  • $30 per user per month
  • Minimum 20 users

Since 2006, Minerva Data has connected health professionals, doctors, general practitioners (GP) and medical clinics and centres with their patients through modern, cost effective and advanced digital services.

Our Electronic Medical Record (EMR), Radiology Information Software (RIS), Laboratory Information Software (LIS), Hospital Information Software (HIS) and Dental Practice Software and System have been widely adopted by regional and local health care providers.

Our software design and architecture simple approach and philosophy have contributed to the productivity and satisfaction of the health professionals and the medical staff who use Minerva Data software and services on daily basis.

We have become the strategic and trusted digital health service provider for local and regional health care providers to manage sensitive medical records and patients critical data in secure and reliable environment.

Minerva Data © 2023