Improved Service Level Agreement Offering 

We have reached out to our customers requesting feedback to find out how Vitalcare can better tailor our support offerings for your facilities, organisations, staff, and residents that rely on Vitalcare products.

Some key takeaways for us were:

You told us that traditional Service Agreements are difficult to understand and manage

• 3 out of 4 surveyed customers who reached out for support over the last 12 months were unsure whether they had an active Service Agreement.
• 4 out of 5 of these customers were unsure of what was included in their current service agreement.
• 1 in 3 facilities with legacy infrastructure does not have their Nurse Call infrastructure serviced at the recommended frequency.
• 1 in 3 facilities with Service Agreements did not have current asset information in their active Service Agreements. 50% of these customers are either paying more than is necessary per month or have critical infrastructure onsite their active service agreements do not currently cover.
• Despite the essential role that Nurse Call reporting plays in meeting Aged Care Quality Assessment criteria, more than 50% of customers were unsure whether they had an active Vitalcloud Reporting subscription.

You wanted greater certainty and assurance around response and resolution times for reported Nurse Call system issues, as well as service pricing

• 3 out of 4 facility managers want guaranteed response times for onsite and remote support.
• 2 out of 3 facility and regional managers wanted more transparent pricing for support and service.
• Over 70% of facility staff were aware of or had personally experienced difficulty requesting after-hours support due to concerns around charges and warranty/SLA coverage.
• 1 in 2 facility staff had delayed requesting urgent onsite or remote support after hours due to internal procedures for approval of ad hoc spending.

What we’ve done with this feedback

In light of this feedback, Vitalcare has completely redesigned our Service Agreements to make it easier to understand, read and evaluate.

We are moving everyone who doesn’t currently have a service agreement with us to the free base level agreement.

• We’ve introduced a free base level agreement setting expectations of the service you can expect from us.
• We’ve simplified multi-tiered Service Delivery packages (Free, Bronze, Silver and Gold) including: Vitalcloud, remote and on-site support, with more inclusions, and per bed pricing.
• Integration of all previously separated service agreements into a single standard form Service Delivery Agreement.
• Migration of paper Service Agreements to a fully digital platform with e-signature and auto-reminders when it’s nearly time to renew.
• The ability for customers to select a more flexible package of service inclusions without having to wait for a revised quote.

To ensure Vitalcare provides tailored support solutions, we will roll out an updated series of service level agreements and offer more robust and remote onsite options. This means, over the coming weeks, all customers will transition to base level service agreement which includes more flexibility, transparency and increased remote support.

In addition, customers can choose Gold, Silver and Bronze service level agreements for more tailored support solutions.