Enterprise Support & Incident Request Forms
Welcome to the Interactive Enterprise Support & Request Center. Use the interactive ticket submission form below to report software bugs, request features, or log security incidents directly to the Medzit L1 Support Team.
📝 Enterprise Support & Bug Ticket Hub
Submit tickets directly to the Medzit L1 Support Team and track resolution statuses.
Service Level Agreement (SLA) & Priority Matrix
| Priority Level | Response SLA | Resolution SLA | Description / Trigger Criteria |
|---|---|---|---|
| P1 - Critical Outage | 15 Minutes | 2 Hours | Total system downtime, core database failure, inability to admit patients |
| P2 - High Severity | 1 Hour | 6 Hours | Core module degraded e.g. Pharmacy dispensing offline, Lab machine sync fail |
| P3 - Medium Severity | 4 Hours | 24 Hours | Individual user login issue, minor billing report calculation discrepancy |
| P4 - Low / Feature | 1 Business Day | 5 Business Days | Feature enhancement request, non-blocking UI alignment tweak |
Enterprise Support Request Forms Directory
Form Specifications
1. Bug Report Form
- Purpose: To log software defects, unexpected error stack traces, or UI anomalies.
- Fields: Form Title, Affected Module (OPD/IPD/Billing/Lab/App), Summary, Steps to Reproduce, Expected Behavior, Actual Behavior, Priority, Browser/App Version, Logs Attachment, Screenshot/Video Upload.
- Workflow: Reporter submits -> L1 Helpdesk Triage -> L2 Engineering Bug Fix -> QA Verification -> Deployment.
2. Feature Request Form
- Purpose: To request new functional enhancements or third-party integrations.
- Fields: Request Title, Business Justification, Clinical Impact, Proposed Workflow, Target Target Date, Attachments.
3. Security Incident Form
- Purpose: To report suspected unauthorized data access, PHI leak, or phishing attempt.
- Fields: Incident Title, Date & Time Detected, Affected User Account / UHID, Suspected Breach Type, Logs / Evidence, Immediate Action Taken.
- Approval & Escalation: Auto-escalates instantly to CISO and Security Officer within 15 minutes.
4. Data Correction Request Form
- Purpose: To request correction of wrongly entered patient demographic or medical record data.
- Fields: UHID, Patient Name, Field to Correct (Old Value -> New Value), Reason for Correction, Supporting Identity Proof Attachment.
5. User Access & Role Request Form
- Purpose: To request new staff account creation, role upgrade, or permission modification.
- Fields: Staff Name, Employee ID, Requested Role (Doctor/Nurse/Cashier), Department, Manager Approval Signature.