GE Healthcare Support Guide

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Customer Enablement Analyst………………………………………………………….4
Issue Reporting and Support Procedures………………………………………….5
Reporting Problems and Questions ……………………………………………….. 5
For Critical Issues ……………………………………………………………………………. 6
Escalating a Service Cloud Case…………………………………………………………. 6
System Access Policy…………………………………………………………………………7
Customer Responsibilities…………………………………………………………………8
Software ……………………………………………………………………………………………. 8
Hardware ……………………………………………………………………………………………. 8

Customer Enablement Analyst
Customers purchasing GE’s Applied Intelligence Solution will receive an assigned Customer Success Specialist.
This individual will be your single point of contact for your Applied Intelligence questions or problems.
• Your Analyst may periodically reach out if important patterns are detected in any of the KPI’s in the
Applied Intelligence dashboard and discuss possible courses of actions with your team
• Your Analyst will connect the customer team with the right experts within GE based upon your current priorities
• Your Analyst will act as an escalation point for reported questions and problems related to your Applied Intelligence Solution

• Your Analyst can host periodic calls based upon your sites requirements and will include subject matter
experts as needed


Issue Reporting and Support Procedures
Reporting Problems and Questions
You can report cases through the online Service Portal during regular business hours 8am to 5pm Eastern Time Monday through Friday excluding GE Healthcare holidays. Customer Service Portal Registration You will need to register and request access to the Customer Portal in order to enter cases requesting support.

NOTE: Google Chrome or Mozilla Firefox are the desired and supported browsers for using Service Cloud. Navigate to Service Cloud Customer Portal: http://digital.gehealthcare.com
• Navigate to Service Cloud Customer Portal and click the Register For An Account
• Complete the Sign-Up form, select requested Products, and click Register
• You will receive confirmation that registration has been submitted
• GE Support will approve requested registration (allow 1-2 business days for approval)
• Once you receive the “Welcome to GE Healthcare Digital Community” email notification, click Activate My Account, and follow the instructions to set up a password
• Once you click Set Password and Login, you will arrive at the Service Cloud Customer Portal Home page Please note if you are already a Service Portal user for PACS, RIS or any other GE products, you do not have to register as a new user. In this case you will request the new modality to be added to your account.
Support Case Entry
• Navigate to Customer Portal Link – http://digital.gehealthcare.com
• Account – Make sure you have an account set up on the Service Cloud Portal if you don’t click on ‘Register For An Account’
• Product/Impacted Solution – Choose the correct product, ie: Applied Intelligence X-Ray Quality, Applied Intelligence Platform, Applied Intelligence Ingestion Server, DoseWatch or Imaging Protocol Manager
• Select the Active Version for Request – Production or test.
• Subject – Short summary of the issue, this is the field that will display in our queue; and should give us a quick look at the issue or request
• Description – Provide a more detailed description of the issue or request – refer to the case entry tips documents for more details, If this is a time sensitive issues – please state as such so we can prioritize
• Provide time sensitive details – Do you have a specific deadline for the request, or issue resolution
• Status of the Solution – There are only 4 choices in dropdown
• Category of Request – Choose a category from the dropdown list.
• Customer Reference Number – This is for the site only if they want to list their own internal reference number.
• Attachments – Attachments may be added after submission of the case if there are any to provide
• 855-762-6650 Option 5 Applied Intelligence, DoseWatch and Imaging Protocol Manager 855-762-6650 Option 8 Edison Datalogue Connect
Escalating a Service Cloud Case You should begin the escalation process with the current case owner. If the case owner is not available, please continue the escalation process in this order:
• Team Leader
• Support Manager
• Customer Success Manager
• Support Director Call the Support 855-762 6650 Option 5
• For some Centricity products, GE Healthcare requires access to customer systems and servers to monitor and/or resolve reported issues.
• A connection with GE Healthcare via a Virtual Private Network (VPN) is required to enable the GE Healthcare Centricity support organization to remotely connect to customer sites.* Remote capability should be tested and approved prior to a system going live for clinical use.
• If GE Healthcare cannot gain access to the customer’s system to diagnose and resolve an issue, an escalation process through management at the customer’s site should be available to ensure GE Healthcare’s ability to provide timely support. In the event that a customer does not provide
access or connectivity, services may be provided and charged on a time and material basis (minimum 4 hours), including travel time, at then-current rates.
• GE Healthcare will not be responsible for any failure to perform its obligations under this service policy that results from the customer’s refusal or inability to provide access. In the event that a GE Healthcare support professional is required on-site, Internet access must be provided to connect to the GE Healthcare Centricity support infrastructure.

Customer Responsibilities Software
• Application and system managers should be trained to handle basic functionality, procedural questions and repetitive problems from users in their departments.
• All users should be trained to detect and fix minor problems within the department, such as an unplugged workstation, no paper in the printer, etc.
• Use a multi-tiered support approach that is initiated by the user who experiences a problem. The process should escalate, as necessary, within the customer organization to a managerial level.
• GE Healthcare documentation and online case reporting should be made available to users to assist with problem resolution. Hardware
• Customers are responsible for providing a system environment with adequate power and cooling with on premise equipment.
• The customer is also responsible for managing all hardware and third-party software warranties and support policies, including following the manufacturer’s recommendations and/or procedures for preventative maintenance or quality assurance.
• Depending upon the solution, customers may purchase hardware from GE, or procure hardware on their own as long as it meets GE Healthcare guidelines.
• In all cases, customers are responsible for the monitoring and maintenance of hardware within their datacenter. If it is determined that the root cause of the problem lies with hardware, customers are responsible for contacting the manufacturer to facilitate issue resolution.