Support Ticket Priority

Article author
Colin Rixom
  • Updated

What is the context?

Meddbase Support plays a vital role in ensuring users can address their issues and concerns and receive accurate guidance and information and give them a smooth and uninterrupted experience of using Meddbase. 


What is the purpose of this article?

This article explains support ticket priority levels with examples of situations where a given priority level applies. 


Help us help you.

When logging a ticket with Meddbase Support, a priority is required. The intention of this guide is to define these severity levels ensuring the efficient resolution of your query.

Please refer the our status page at before logging an urgent or high priority ticket, as critical events affecting more than one environment will be regularly updated on our status page






“Any unintended or unexpected incident which could have, or did, lead to harm for one or more patients receiving healthcare.” DCB0129: Clinical Risk Management: its Application in the Manufacture of Health IT Systems

When Business-critical functionality is inoperative for multiple users, or a critical interface has failed, and no workaround is available.

In the event of a Data Breach leading to the accidental or unlawful destruction, loss, alteration, or unauthorised disclosure of, or access to, personal data transmitted, stored, or otherwise processed in connection with the provision of a public electronic communications service.

Applies only to production systems.

  • Inability to access medical data such as allergy status and the medical history of a patient when making a healthcare decision .e.g. prescribing. This can range from the inability to login at all through to documents not being available.
  • An employee has been assigned to the wrong department resulting in a data breach. Assistance is required from Meddbase support.
  • No users are able to access the Meddbase application or a critical part of the application such as the Medical History, or Booking Function, because of a system outage.

Business-critical functionality is significantly impaired, however, temporary workarounds are available.

The performance of the application is significantly degraded affecting the multiple users, however, core functionality and resources are still available.

Applies only to production systems.

  • Slot finder is inoperable, however, side-by-side booking, overall application functionality and patient data access remain.
  • A single user is unable to access a patient's historical data, however, this can be provided by another authorised Meddbase user.
  • Pricing of services and appointments appears incorrectly, however, these can be manually amended on the invoice before being marked as sent.

Moderate loss of functionality or performance resulting in a negative impact to users' workflow or experience.

The majority of the application remains operational to multiple users.

The issue is classified as inconvenient or tedious.

  • Postcode lookup is partially or completely unavailable.
  • Assistance required in the editing or creation of templates, reports, updating prices etc.
  • Patient default payer has to be set during the appointment booking process.

Minor impact to one or multiple features resulting in a diminished user experience.

Inquiries into new features or unused features within the application.

Requests for bespoke work training or technical consultancy.

  • Requesting the creation of a new clinical form, pathway, template or questionnaire
  • Data is accessible, however, the format requires some attention.
  • Exploring previously unused features, such as the patient portal, and mail merge.

Meddbase Support reserves the right to amend incorrectly assigned priorities.


Review date

This article was last updated on 4th of Oct 2022 in the context of Meddbase version