HIPAA and Security Procedures

Policies and Procedures

Service Level Agreement (SLA)

Service Level Agreement is captured by our Technical Project Management system and is used for Key Performance Indicator (KPI) reporting.

Response SLA’s

Crisis/Blocker: Within 1 hour

High: Within 4 hours

All remaining: Within 8hrs

Resolution SLA’s

Blocker: Up to 24 hours to full completion

High: Up to 5 days to full completion

Moderate/Medium: Up to 2 weeks to full completion

Low: Up to 30 days to full completion

Connect With Us

The team at Advanced Metrics prioritizes customer satisfaction above all else. In the event we have missed the mark, we want to make sure we make it right. Should you require assistance or wish to file a complaint, please use the contact information below:

To Report a Complaint

To report a complaint to Advanced Metrics please use the confidential phone number (1-800-620-4680) and leave a message for the Advanced Metrics Compliance Officer.  The Compliance Officer will contact you as soon as possible in an effort to remediate the issue or complaint.  Complaints can be left anonymously. All complaints will be reviewed internally and as appropriate addressed publicly to our customers.

Support

To request technical assistance or training support for one of our software solutions, please contact our Solution Support desk at support@ametrics.org or (717) 723-8137 and a representative will be in touch as soon as possible.

Other

For all other inquiries please contact us at hello@ametrics.org or (717) 723-9802 – we would love to hear from you!