24/7 support line · available now
ArchiMed support — 15 minutes to an engineer
The support line operates around the clock. Hotline, a single incident portal, remote access over secure channels, and proactive monitoring of PACS, RIS and DICOM node services.
All support services are operating normally
updated 5 minutes ago · average P1 response time over the last hour: 11 min
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Contact channels
Four ways to reach us
A single incident ID carries across all channels. You can start in Telegram, continue by email and check the status on the portal.
Hotline
Phone 24/7
+7 (495) 481-01-64
Multi-line; extension “1” — technical support.
email
Email
support@artvision.ai
Automatic incident registration and ticket number assignment.
Portal
Customer portal
support.artvision.ai
Request history, incident statuses, SLA reports.
Telegram
Telegram bot
@archimed_support_bot
Incident registration and status notifications in the chat.
Incident classification
Four priority levels by impact
Priority is determined along two axes: scope (one workstation / a department / the entire PACS) and severity (diagnostics stopped / slowed down / cosmetic defect).
P1 · Critical
Diagnostics stopped
The PACS server is unavailable, the RIS does not accept reports, modalities do not send studies.
Response (Gold)15 min
Resolution (Gold)4 h
Escalation30 min
P2 · High
Major loss of functionality
Integration with the hospital information system (HIS) is down, some workstations are unavailable, study delivery is slowed.
Response (Gold)1 h
Resolution (Gold)8 h
Escalation2 h
P3 · Medium
Local failures
A single workstation, template errors, slow series loading, issues affecting a specific user.
Response (Gold)4 h
Resolution (Gold)24 h
Escalation—
P4 · Low
Requests and consultations
Questions about functionality, template customization, user onboarding, scheduled work.
Response (Gold)1 business day
Resolution (Gold)5 business days
Escalation—
SLA · Service level agreement
Plans — matched to your workload
SLAs for the production PACS and the test environment can be separate. A hybrid setup is possible: Gold for the primary environment, Silver for the DR site.
Bronze
Basic
For test environments and small healthcare facilities.
Coverage hours9×5
P1 response4 h
P1 resolution16 h
Channelsemail · portal
- Remote access on request
- Security updates
- Quarterly report
Popular
Silver
Extended
For departments with round-the-clock on-call staff.
Coverage hours24×7
P1 response1 h
P1 resolution8 h
Channelsall channels
- Permanent remote access
- Proactive monitoring
- Monthly SLA report
- Regular updates
Gold
Premium
For regional archives and multi-facility healthcare networks.
Coverage hours24×7
P1 response15 min
P1 resolution4 h
Channelspersonal TAM
- Dedicated TAM (technical account manager)
- Quarterly health check
- On-site engineer visits
- Customization at no extra charge
Service metrics
What is recorded every month
The SLA report lists every incident with its response and resolution times, cause, fix and prevention recommendations.
11 min
median P1 response time in 2025
99.7%
SLA compliance for the year
95%
of incidents resolved remotely
3 tiers
L1 · L2 · L3 — in-house engineering team