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,�h are <br />;roe, independent heahh.. choice. <br />Reliability and Support <br />TechCare® is only as good as the team that backs it. NaphCare realizes this and has built a robust IT operations <br />group that completely manages the IT resources needed for the TechCare® operational system. We place NO <br />requirements on the City's IT resources or personnel while implementing the necessary infrastructure to run <br />TechCare®. <br />® Computers, Servers, etc. - NaphCare provides all hardware and configuration services at NO additional <br />cost. We have a team of highly trained individuals that are strictly dedicated to installing and supporting <br />jail IT system infrastructure. We will not put additional strain on your IT department and will work as a <br />fully dedicated unit to implement the servers, computers, and networking systems that are needed for <br />TechCare® to run efficiently. <br />a 24/7 Support - NaphCare maintains an in-house, 24/7/365 IT Helpdesk team. If inmate care is impacted or <br />jobs are made any more difficult by poor -performing IT resources, we are there to correct it. To ensure a <br />strong and prompt response to issues, NaphCare guarantees a strict Service Level Agreement (SLA) with our <br />response times averaging 15 minutes, no matter the time of day. <br />No other correctional EHR can do this, nor do they have the <br />dedicated IT support needed to keep the infrastructure and <br />application at peak performance. We regularly test these scenarios <br />and have seen TechCare® perform flawlessly countless times. <br />Always On, Redundant System -TechCare® is designed for <br />correctional facilities and will continue to operate when other <br />EHRs cannot. As the following diagram outlines, NaphCare installs <br />redundant servers and redundant network/Internet connections at <br />your facility that support an automated failover system. In the <br />event that local resources become unavailable, the application will re -direct to servers at NaphCare's <br />corporate datacenter. <br />Inmate Medical Services RFP No. 17-051 <br />City of Santa Ana 63 <br />