A large team of industry professionals supports ContinuLink. The implementation, training and operational support is provided by a team of product instructors and operational support personnel stationed in California, Florida and Georgia.
Support is available via phone during normal business hours and after hours for emergencies, as well as via email. Any issues that cannot be resolved immediately are handled by our advanced-issues helpdesk with further research and resolution, usually overnight.
If a problem is identified as related to the infrastructure, the Infrastructure Support Team is notified for problem resolution. The infrastructure team consists of Network Engineers and Network help desk analysts. This team covers all infrastructure aspects such as the data centers, communication networks, network hardware, server hardware and server software that ContinuLink rides upon.
The implementation and operational support team helps your agency get up and running using our proven and tested implementation methodology. The implementation phase can take as little as 30 to 60 days depending on the size of your agency and the amount of data to be input. During this time, your team will receive instructor-led, web-based training. Once implementation is complete and your agency is successfully using ContinuLink, support is switched to the operational support group. As new functions and enhancements are added to the system, additional training is provided on the use of the new features.
ContinuLink resides at two data centers located in Sunrise, Florida and at the Verizon data center in Atlanta, Georgia. In the event of a forecasted disaster (e.g. a hurricane), ContinuLink operations can be managed from the other location until the threat passes. In the event of an unforeseen disaster (e.g. fire, flooding), ContinuLink can be switched on for access at the other site in as little as one hour.
The system resides on multiple servers at each location. Your agency's data resides in its own SQL database. Backup of the databases are made every 15 minutes, and full backups are processed to tape every day. Tapes are transported offsite daily and stored at a secure tape vault. Additionally, all data is replicated every few minutes to the other data center.
The infrastructure support team maintains and supports the ContinuLink infrastructure at both data centers. This team is responsible for keeping the data centers up, running and secure. The team also handles the network routing infrastructure, server maintenance (such as security patches and routine surveillance of the networks for security breaches), and compliance with HIPAA's security rule.
