Imaging Implementation Support Queue — Etiquette & Management

Document Type: SOP (Working Draft)
Owner: Imaging Implementation Support (temporary)
Audience: Imaging ICs, Installations, PS techs assigned to the Imaging Implementations Zendesk group
Effective Date: Draft — Sep 12, 2025
Next Review: TBD (see Decision Log)
Version: 0.3 (working)

Revision History

1) Purpose, Scope & Definitions

Purpose. Establish clear etiquette, routing, and ownership rules for the Imaging Implementation Support queue (small team; one agent on rotation per day) so customers get fast, consistent help outside scheduled appointments during early adoption.

In scope Apteryx Products

• Apteryx

• XVCapture

• Apteryx Online Capture

• DataGrabber

Eligibility window (per location).

• A location is eligible from the Mavenlink project Due Date of go‑live or the actual go‑live date, whichever applies, for up to 30 days.

• Allow reasonable leeway while governance is still being tightened. [R1]

“Belongs here” (principle).

• Active Imaging Implementation issues outside scheduled appointments for locations live ≤30 days. Definition is intentionally broad to minimize friction. [R2]

“Does not belong here” (principle).

• Items outside this scope route to the Implementation Coordinator (IC) for next steps (not to standard Support); or convert to a scheduled Installation when time‑boxed effort is required.

2) Intake Channels & Ticket Creation

Accepted channels

• Imaging Implementation Support phone line / voicemail → auto‑creates a Zendesk ticket; callers are not forced to provide all data (automation creates minimal ticket). [R3]

• IC‑created tickets on behalf of customers (preferred when possible). [R4]

Not accepted directly into this queue

• Direct customer emails or web forms should not land here by default (standard triage applies unless an IC forwards/creates the ticket).

Phone/IVR language & talk‑track

• Mirror existing redirect talk‑track tone.

• Add this reminder in the IVR: “If your location has been live for 30 days or more, press \ to reach the Support team.”

Required data when ICs create tickets (macro‑prompted)

• Point of Contact (POC) name & phone

• Customer project name

• IC name

• Location name

• Short description of the issue
  (Delivered via Zendesk macro/form prompts so ICs don’t miss essentials.)
  

SLAs

• 13) Severity mapping: [Placeholder] — revisit later.

• 14) First‑response & resolution targets: [Placeholder] — revisit later.
  (These are flagged in the Decision Log; when confirmed, we’ll align to Tiered Support SLA constructs.)

3) Ticket Taxonomy & Routing Etiquette

3.1 Belongs in Imaging Implementation Support (examples; non‑exhaustive)

• Active imaging implementation issues for locations live ≤30 days, outside scheduled work.

• Examples: capture hiccups, brief bridge service interruptions, one‑off station re‑pointing, minor post‑go‑live configuration clarifications. [R2]
  

3.2 Belongs in Imaging Installations (move/schedule)
Convert the ticket to a scheduled appointment when any of the following applies:

• Installs / hardware checks / image‑quality appointments / setup appointments

• Capture‑station mapping sessions (planned, multi‑station, or time‑boxed)

• Bulk reconfiguration likely to exceed ad‑hoc assistance
  (Use Installation Playbook flows and timeslots.)
  

3.3 Escalation to Tier 2 (after PS efforts are exhausted)

• Escalate only after the PS tech has tried all reasonable options and documented heavily, including:

  • At least one Birdie recording showing the current issue

  • Steps attempted, findings, and environment details (PGID/OID, station, modality)

  • Clear ask to Tier 2
    (Aligns with the PDDS escalation standard.)
    

3.4 AI partner boundaries

• Deferred; include a stub section in the final SOP referencing the AI Partner Support Policy for future incorporation.

4) Prioritization & SLAs (Working Section)

• 13) Severity mapping: [Placeholder] — revisit later. [R5]

• 14) First‑Response & Resolution targets: [Placeholder] — revisit later. [R6]
  (Once numbers are approved, we’ll add mirrored views and quick severity tips inside the IC macro.)

5) Ownership, Rotation & Coverage

• 15) Reopen policy. If a ticket reopens, it unassigns from any individual and reverts to group assignment so the on‑duty person can pick it up. [R7]

• 16) Daily rotation. Coverage window is 8:00 AM–8:00 PM ET, but the on‑duty agent works their 8‑hour shift only. There is no secondary coverage; remaining items are handled by the next day’s agent. [R8]

• 17) Start‑/End‑of‑day checklist: [Placeholder] — revisit later.

• 18) Volume spikes: [Placeholder] — revisit later.

6) Handoffs & Scheduling Rules

• 19) When to convert to a scheduled install: [Placeholder] — revisit later.

• 20) Standard scheduling blocks: Removed per instruction.

• 21) Cross‑team notifications: [Placeholder] — note: anyone assigned to the Imaging Implementations group receives email notifications when tickets are assigned.

7) Data Privacy & Compliance

• 22) PHI in voicemail/tickets: No changes; follow existing enterprise security/compliance practices used by Support.

• 23) Caller verification: Not required at this time.

8) Communications Templates

• 24) Out‑of‑scope macro: [Placeholder] — will revisit if we later formalize “out‑of‑scope” scenarios here.

• 25) “30‑day window expired” macro: [Placeholder] — required (to route callers beyond 30 days to the right Support destination with consistent language).

• 26) Callback script: [Placeholder] — revisit later.

9) Reporting & Quality

• 27) KPIs: [Placeholder] — revisit later (candidates: % misrouted, FRT, reopen rate, tickets per eligible site within 30 days).

• 28) Audit cadence: No audits planned at this time.

10) Edge Cases

• 29) Clustered go‑lives / PGID splits: [Placeholder] — reference PGID split SOP when finalized to note URL changes/redirection steps.

• 30) Partner outages / vendor‑caused delays: Disregard here (handled elsewhere).

• 31) Historical image/AI enablement asks during 30‑day period: Disregard here.

Roles & Responsibilities (quick reference)

• On‑duty Imaging Implementation Support agent

  • Owns intake/triage for eligible locations; performs ad‑hoc fixes.

  • Moves scheduled work to Installations and documents context.

  • Escalates to Tier 2 only after exhausting PS options with heavy documentation (incl. Birdie recording).
    

• Implementation Coordinator (IC)

  • Creates customer tickets (with required macro fields), coordinates appointments, and receives misroutes not meant for this queue.
    

• Installations team

  • Executes scheduled installs/hardware checks/image‑quality/setup/capture‑mapping sessions per Playbook.
    

• Tier 2 Support

  • Handles escalations requiring deeper troubleshooting per escalation SOP.
    

• Tier 3 Support

  • Handles escalations requiring deeper troubleshooting per escalation SOP.

Appendices

Appendix A — IC Ticket‑Creation Macro (field prompts)

• POC name

• POC phone

• Customer project name

• IC name

• Location name

• Issue description

• (Optional) Preferred callback window
  (Implement via Zendesk macro + required fields so ICs supply essentials.)

Appendix B — Phone/IVR Copy (addition to current talk‑track)

“Thanks for contacting Imaging Implementation Support. If your location has been live for 30 days or more, press \ to reach our Support team. Otherwise, please leave your name, practice/location, callback number, and a brief description.”
(Keep tone consistent with existing talk‑track.)

Appendix C — Decision Log / Revisit Items

• [R1] Eligibility timing nuance: Use Mavenlink Due Date or actual go‑live; allow leeway until governance is crisper.

• [R2] Definition breadth: “Belongs here” remains broad: Active Imaging Implementation issues outside scheduled appointments, ≤30 days.

• [R3] Voicemail intake: Auto‑ticket creation; caller not forced to supply required fields.

• [R4] IC‑created tickets: Macro will enforce required fields.

• [R5]–[R6] SLA placeholders: Severity mapping + FRT/Resolution to be set after we review early data.

• [R7] Reopen policy: Reopen → group‑assigned, not individual.

• [R8] Shift coverage: 8 AM–8 PM ET window; one agent per day; backlog handled next day.

• [R9] Other placeholders: Start/End‑of‑day checklist; volume handling; convert‑to‑install criteria; cross‑team notifications copy; out‑of‑scope macro; “30‑day expired” macro; callback script; KPIs; PGID‑split edge case notes.