TRUE CARE SYSTEM • COMPANY PLAYBOOK
Support Workflow
Defines the Provider support lifecycle from ticket creation through investigation, approved access, resolution, and closure.
Company Playbook guidance supports controlled healthcare-software operations. It does not replace applicable law, Provider policy, contractual requirements, professional judgment, or formal legal and compliance review.
Purpose
Defines the Provider support lifecycle from ticket creation through investigation, approved access, resolution, and closure.
Core Requirements
Ticket Intake
Every request receives a unique ticket number and records category, priority, affected module, requester, Provider, description, and attachments.
Triage
Support evaluates urgency, operational impact, privacy risk, reproducibility, and whether Provider access is required.
Approved Access
Support access must be explicitly authorized, time-limited, Provider-scoped, and auditable.
Investigation and Resolution
Actions taken during support are linked to the ticket and support session where available.
Closure
Document the root cause, resolution, validation, follow-up, and any product or training action.
Required Documentation
| Record | Expectation |
|---|---|
| Owner | Identify the accountable role or team. |
| Scope | Document affected systems, Providers, users, workflows, and data. |
| Evidence | Retain timestamps, identifiers, approvals, screenshots, logs, or test results as applicable. |
| Decision | Record the approved action, reason, risk, and validation result. |
| Follow-up | Track corrective actions, training, documentation, and future prevention. |