Support & Service Model
Clarify ownership before go-live
Align support expectations, escalation paths, and implementation ownership by stakeholder.
How to use this page
- 1Review decision areas with your stakeholder group.
- 2Use linked pages to validate workflows and constraints.
- 3Bring unresolved questions into your demo or signup flow.
1
What should be clear publicly
- How implementation and post-go-live support differ
- Expected escalation and response motion
- Which outcomes are shared responsibilities
2
What belongs in commercial review
Support tiers
Coverage model and response expectations.
Escalation ownership
Who owns issue triage and communication cadence.
Fit for operating model
How service model aligns with your org structure.
3
Service model checklist
- Confirm escalation flow for clinical, operational, and technical incidents
- Define ownership boundaries between internal teams and MVS support
- Validate support-tier fit against expected rollout complexity
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