Account Management

	Single point of contact for routine and urgent matters, and issue resolution
	Satisfy customer needs in a reliable and timely manner
	Provide customer with product update information

Software Upgrades and Renewals

	Annual releases
	Installation and documentation

Technical Support

	24 x 7 Level 1 help desk
	24 X 7 VISICU software application support
	Software hot fix patches
	Tracking/reporting customer enhancement requests
	Participate in customer's annual disaster recovery plan review
	Remote diagnostics

Quarterly Audit of Operations

	Clinical indicators
	Resource utilization
	Technical utilization
	Operational efficiency