RightFax

RightFax is a mechanism for allowing faxes to be sent, received and manipulated on your desktop. In order to do this incoming analogue faxes are converted to a digital medium by the RightFax server before being passed on to the end user.

RightFax is a centralized fax server solution that provides the best foundational platform for secure faxing capabilities across an entire organization. DPH users from various groups and programs throught the department use the RightFax system to communicate with their clients who use fax services.

PHIS Sys Admin

• Jude Mokolo (323) 914-9308
• Jonathan Buan (323) 914-9306

DPH users from various groups and programs throught the department get access to the RightFax system as needed and requested by the manager or supervisor in charge of the group.

PHIS Sys Admin

• Jude Mokolo (323) 914-9308
• Jonathan Buan (323) 914-9306

• Connectivity within the County intranet for system users
• Connectivity to the WAN

Service Desk/Incident Management

• User: Users that cannot access RightFax will initiate a Enterprise Help Desk service ticket
• Tier 1 - PHIS Help Desk Remote Access: PHIS Help Desk tries to resolve service ticket remotely.  If unsuccessful, proceed to Tier 2
• Tier 2 – PHIS System Administrators: PHIS Help Desk will refer tickt to PHIS System Administrators (s) troubleshoot the issue.  If successful, technician works with user to resolve service ticket.  If ticket cannot be resolved, proceed to Tier 3
• Tier 3 – PHIS Telephony: PHIS Telephony will work with one of the ISD designated facility staff to resolve any telecommunications issues and notify PHIS System Administrators.
• Tier 4 – PHIS System Administrators: PHIS System Administrators will resolve the service ticket 

By each DPH Facility’s IS Department:

• Network connectivity and response time
• Resolving local PC issues

By ISD:

• Network connectivity and response time

By PHIS System Administrators:

• Maintaining and upgrading three environments (Production, Staging, and Training)
• Maintaining and upgrading interfaces with RightFax
• RightFax System bugs and issues impacting functionality
• Keeping system documentation (user and training manuals) current with version releases

By PHIS Help Desk:

• Trouble shooting network connectivity and response time
• Triaging Service Request

End users of this service include:

• DPH Health Service Staff

Mission-critical

• RightFax should be classified under the  priority of Normal.
• Poor system performance will impact the need to efficiently provide services performed by Health Service Staff

Version 10.6

• 5/04/2018 This release of RightFax is the Atech version.

Business hours for service support:

• Service Desk/Incident Management: 7:30-5:00, Mon-Fri
• Problem Management: 7:30-5:00, Mon-Fri

Assistance is available by the end user creating a service ticket with the Enterprise Help Desk.

 Metrics for success

• Incident Management:
  

  Priority	Initial Response	Follow-Ups	Resolution
  Immediate	10 mins.	30 mins.	1 hour
  High	30 mins.	1 hour	4 hours
  Normal	1 hour	3 hours	8 hours
  Planned	1 day	2 days	4 days

• User satisfaction: 95% positive
• Problem Management: Reduction in time to close issues.
• Change Management: Minimize downtime for system version upgrades and reduction in number of unplanned changes.
• Performance Management: reduction in number of unplanned downtime activity and reduction in number of intranet connectivity problems.

System available 24 hours 7 days.     

Downtime for system upgrades: To minimize impact for RightFax users which run from 7:30 am – 5:00 pm, PHIS System Administrators conducts system upgrades after hours.  PHIS System Administrators notifies all the impacted parties ASAP.

Changes to this service are subject to approval of the Chief Information Officer, CTO and the PHIS System Administration Manager.