SIGNET Advantage
Healthcare and Nurse Call Services
Annual Healthcare Communication Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Healthcare Communication system at each location outlined in the Statement of Work.
Testing Frequency – SIGNET will perform testing on the system on an annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of the inspection, a summary of the tasks completed will be provided to the client.
Testing will include but is not limited to:
- Activate each initiating device (pillow speakers, pull cords, code blue buttons etc.) – when patient rooms and bathrooms are available.
- Establish two-way communications if applicable and verify intelligibility.
- Verify dome light activation and room annunciation at designated master stations/consoles.
- Verify proper operation of all pillow speaker/controls to include television control and light control.
- Verify proper operation of all duty and staff station devices.
- Notification of integrated wireless devices such as wireless telephones, pagers, badges
- Verify RTLS badge integration where applicable.
In sites with remote access, periodically connect to verify system devices are all online.
Testing/checking of the batteries within the systems.
For controllers:
- Verify proper operation of all system controllers.
- Test batteries and verify they can support circuits they are intended to back-up.
- Verify power supply operation and proper voltage output.
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will provide Inspection reports within five business days of completing the test. The reports will be in accordance with and acceptable to The Joint Commission. Reports will show a pass fail for each device, as well as clearly depict any deficiencies found on the inspection. Additionally, SIGNET will provide the manufacturer’s recommended corrective action to remedy any deficiency noted. Inspections will be scheduled with the owner no less than two weeks prior to the date of the inspection.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Nurse Call integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Standard Service Labor
Standard Coverage– Monday – Friday, 8am – 5pm – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at the discounted rates and accelerated response times carried within the proposal. Labor for travel time is included under this agreement.
Annual Healthcare Communication Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Healthcare Communication system at each location outlined in the Statement of Work.
Testing Frequency – SIGNET will perform testing on the system on an annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of the inspection, a summary of the tasks completed will be provided to the client.
Testing will include but is not limited to:
- Activate each initiating device (pillow speakers, pull cords, code blue buttons etc.) – when patient rooms and bathrooms are available.
- Establish two-way communications if applicable and verify intelligibility.
- Verify dome light activation and room annunciation at designated master stations/consoles.
- Verify proper operation of all pillow speaker/controls to include television control and light control.
- Verify proper operation of all duty and staff station devices.
- Notification of integrated wireless devices such as wireless telephones, pagers, badges
- Verify RTLS badge integration where applicable.
- In sites with remote access, periodically connect to verify system devices are all online.
- Testing/checking of the batteries within the systems.
For controllers:
- Verify proper operation of all system controllers.
- Test batteries and verify they can support circuits they are intended to back-up.
- Verify power supply operation and proper voltage output.
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will provide Inspection reports within five business days of completing the test. The reports will be in accordance with and acceptable to The Joint Commission. Reports will show a pass fail for each device, as well as clearly depict any deficiencies found on the inspection. Additionally, SIGNET will provide the manufacturer’s recommended corrective action to remedy any deficiency noted. Inspections will be scheduled with the owner no less than two weeks prior to the date of the inspection.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Nurse Call integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
- Ability to scale up or down as needed based upon client requirements
- Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
- Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
- Courses are always available, which means participants can take their training courses as their schedules allow
- Training is delivered pre- and post- Go-live, which helps expedite participant learning
- From an employer perspective, there is no need to plan staff time around training
- Certificates and records of completion can be tracked and audited electronically
Semi-Annual Service Activity Reporting
Reports will be created using SIGNET’s Q360 system and are customizable to clients needs. Most reports will contain Semi-Annually data for all service calls, invoices related to Service, SIGNET Savings Account balance and more. The reports will be created and sent on a semi-annual basis on an identified date of the month.
Annual Strategic Account Review
In tandem with the semi-annual Service Reporting, SIGNET will meet with the client on a yearly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.
Premium Service Labor
Premium Coverage– 24 hours per day, 7 days per week – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at no additional charge to the base service fee. Labor for travel time is included under this agreement.
Semi-Annual Healthcare Communication Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Healthcare Communication system at each location outlined in the Statement of Work.
Testing Frequency – SIGNET will perform testing on the system on a semi-annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of the inspection, a summary of the tasks completed will be provided to the client.
Testing will include but is not limited to:
- Activate each initiating device (pillow speakers, pull cords, code blue buttons etc.) – when patient rooms and bathrooms are available.
- Establish two-way communications if applicable and verify intelligibility.
- Verify dome light activation and room annunciation at designated master stations/consoles.
- Verify proper operation of all pillow speaker/controls to include television control and light control.
- Verify proper operation of all duty and staff station devices.
- Notification of integrated wireless devices such as wireless telephones, pagers, badges
- Verify RTLS badge integration where applicable.
- In sites with remote access, periodically connect to verify system devices are all online.
- Testing/checking of the batteries within the systems.
For controllers:
- Verify proper operation of all system controllers.
- Test batteries and verify they can support circuits they are intended to back-up.
- Verify power supply operation and proper voltage output.
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will provide Inspection reports within five business days of completing the test. The reports will be in accordance with and acceptable to The Joint Commission. Reports will show a pass fail for each device, as well as clearly depict any deficiencies found on the inspection. Additionally, SIGNET will provide the manufacturer’s recommended corrective action to remedy any deficiency noted. Inspections will be scheduled with the owner no less than two weeks prior to the date of the inspection.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Nurse Call integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
- Ability to scale up or down as needed based upon client requirements
- Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
- Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
- Courses are always available, which means participants can take their training courses as their schedules allow
- Training is delivered pre- and post- Go-live, which helps expedite participant learning
- From an employer perspective, there is no need to plan staff time around training
- Certificates and records of completion can be tracked and audited electronically
Quarterly Service Activity Reporting
Quarterly Reports customized to provide actionable insight into the Client’s environment and their partnership with SIGNET. Reports will contain quarterly data for all service calls, graphical representations and summary of service call data, SIGNET Savings Account balance and more. The reports will be created and sent on a quarterly basis on an identified date of the month.
Quarterly Strategic Account Review
In tandem with the Quarterly Service Reporting, SIGNET will meet with the client on a quarterly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.
Client Success Manager
A dedicated Client Success Manager (CSM) assigned to the client account to provide operational, administrative, and service-related support geared toward ensuring the client experience with SIGNET creates a lasting partnership. The Client Success Manager acts as the hub of communication for the client within SIGNET, assuming lead responsibility to drive innovative solutions to various technology problems and ensuring client needs are properly defined and satisfactorily met.
Custom Client Portal
Custom Client Portal – Web based portal designed to provide ON-DEMAND access for client’s to request service, review existing service tickets, review historical ticket information and review or download invoices. Client access is limited to identified users each who will receive unique sign-in credentials. Additional portal content includes dynamic dashboards reflecting call volume, call statuses, calls by site and SIGNET Savings Account balances (as applicable).
The Entitlement Add-Ons below are included as additional coverage (as applicable) only if mentioned under your SIGNET Advantage Plan Proposal.
Central Station Monitoring | Rauland R5 Software Maintenance Agreement | Centrak Software Maintenance Agreement | CenTrak Connect Pulse™ | Spectralink Software Maintenance Agreement | ASCOM Software Maintenance Agreement | Rauland Enterprise| Clinical Edge Program | SIGNET Savings Account (Annual Allowance) | SIGNET Remote Smart – Core Bundle
Central Station Monitoring
Central Station Monitoring keeps tabs on all alarm systems, including burglar alarms, and door openings/closings. Specially trained call-response technicians monitor alarm systems and installed control panels 24/7, and in the event an alarm is triggered, the technician will take the required steps to alert local authorities, emergency services, business owners, or credentialed employees of any imminent danger.
Rauland R5 Software Maintenance Agreement
Rauland Software Maintenance Agreement (SMA) – By having an active Software Maintenance Agreement, you are entitled to regular major upgrades that have additional functionality and benefits your users want. This program also entitles you to bug fixes and items that have been identified and need to be corrected beyond your one (1) year software warranty period. In addition to new features, Rauland will continually validate upgrades to our partners’ newest releases. With so many integrations, it is vital that the system go through a verification process before being introduced to your facility.
Client Benefits:
- Protect your investment, don’t let it become outdated.
- Guaranteed upgrade applied on your schedule.
- Assurance that your system is always at the current version.
- Annual rates based on initial purchase price of each software module.
- Industry leading technical support.
- Ongoing features and benefits based on client input.
Centrak Software Maintenance Agreement
Having an active Centrak Software Maintenance Agreement provides access to updates, upgrades, new releases, enhancements, and maintenance/patch releases for the following system elements:
CenTrak’s Connect Core™ Software
- CenTrak Location Server (Aggregates tag locations and environmental data from the system)
- CenTrak Paging Server (Manages communication to system components)
- CenTrak Streaming Server (Streams location and environmental data to specified applications)
- CenTrak Tags, Sensors and Infrastructure
- CenTrak Location Monitors and Virtual Walls
- CenTrak Stars
- Other Infrastructure Components
- CenTrak Connect Pulse™
- This software is securely hosted by CenTrak and provides enterprise visibility to all system components to enable proactive maintenance and rapid response.
Additional benefits of CenTrak SMA:
- Access to CenTrak Technical Assistance Center (TAC) – TAC is the main channel for technical support and inquiries.
- TAC is staffed by CenTrak technical experts and will provide timely response to support and service requests.
- Warranty extension of purchased equipment.
- Specific equipment term length extension and requirements are defined by the CenTrak Product Warranty Table – https://centrak.com/warranty-table
- Influence product development – Ability to influence new versions of the products by posting desired new features and functional improvements.
Spectralink Software Maintenance Agreement
Warranty Guide
The Spectralink Product Warranty (“Warranty”) provides factory repair or replacement services during the first 12 months after the product purchase, under normal use and service. Refer to the Spectralink Product Warranty, Software License Agreement (the “Agreement”) for your specific legal rights. RMA requests for handsets and accessories can be made through an online self-service portal or email. For infrastructure products, RMA requests can be made by email or telephone hotline. The Warranty does not cover technical support for the product. Technical support (Tier/Escalation/Onsite) can be purchased separately through a maintenance contract or on a time and materials basis. The Warranty covers a newly purchased product for 12-months from the date of purchase. Repaired and replacement products (except batteries) are warranted for 90-days from the date of repair, or the balance of the original Warranty period, whichever is greater. Replacement batteries are consumables and are not warranted for an additional 90 days after replacement. Instead, replacement batteries are covered for the balance of the original Warranty period.
For the specifics of what above offering entitlements this agreement shares please see the description of work within your service agreement. For further and more specific information on what the above offerings provide to the client, please refer to the Spectralink Service Description provide by either SIGNET or Spectralink.
ASCOM Software Maintenance Agreement
Ascom Product Protection Plan
Our Product Protection Plan (PPP) enhances and extends the 1st year warranty coverage for Ascom’s onsite wireless mobility systems. This Plan must be purchased before the system is commissioned, so ask your sales representative for more information.
- Mobile Handset Repair / Replacement – handsets are repaired or replaced at no cost during the protection period.
- Battery Chargers – Ascom will replace defective battery chargers at no additional charge.
- Portable Handset Software Updates – Ascom will provide handset software updates at no additional charge.
- Includes one free training seat at our Ascom Academy for technical training.
Ascom Technical Assistance Plan
The Technical Assistance Plan (TAP) provides direct access to Ascom’s technical experts. The Plan includes services such as unlimited toll-free telephone technical support, after hours technical support, system diagnostics, remote access, and more.
- Toll Free Technical Support – Unlimited toll-free technical support during normal business hours, 8 am – 8 pm ET, Monday – Friday.
- After Hours Technical Support – Toll-free support for major system outages.
- Service Help Desk – Ascom uses JIRA software for tracking, management and efficient incident resolution.
- Includes one free training seat at our Ascom Academy for technical training.
Ascom Unite Software Maintenance
The Unite Maintenance Plan covers hardware, software and applications, helping to maximize your investment and keep you current and safeguarded. Participants receive updates, advisories, credentials and 24×7 technical assistance, as well as equipment and software replacement if a failure occurs.
- Advanced Replacement – Ascom will ship replacement parts for infrastructure and central equipment to the customer and upon receipt, the customer will have 5 working days to return the defective unit to Ascom.
- Minimize service requests and upgrade expenses.
- Accurate maintenance budgets.
- Safeguard your investment with access to factory experts.
- Receive advisories straight from the manufacturer.
- Preferred credentials for access to online tools and information.
- Technical assistance 24×7.
- Includes one free training seat at our Ascom Academy for technical training.
Rauland Enterprise
- Rauland Enterprise is the next generation platform for Nurse Call and workflow.
- The Responder Enterprise platform is a secure, scalable and highly-available application.
- Responder Enterprise support the optimization of clinical workflows across the entire Enterprise resulting in improved patient outcomes.
- Responder Enterprise provides actionable insights via detailed and aggregated data to help you solve business problems and improve the efficiency and safety of the hospital.
SIGNET’s Clinical Edge Program
Premier clinical solutions require superior client support. SIGNET fosters the advancement and success of your clinical communication system through Clinical Edge. This comprehensive program ensures adoption and optimization of your system through design and deployment by leveraging the expertise of our Clinical Informatics Specialists. With collaboration at our core, our team meets with clinical leadership to review existing workflows and identify standardization and efficiency opportunities to help drive clinical outcomes, streamline operations, and improve quality of care. We equip your team with a detailed needs assessment, customized e learning, and in-person go-live support.
Clinical Edge Benefits:
- Needs Assessment
- Workflow Consultation and Design
- Customized SIGNET University e-learning
- Go-Live Support
SIGNET’s Clinical Edge+ Program
Our partnership continues to evolve after system deployment through Clinical Edge+. Let our team collaborate quarterly with clinical leadership to review workflows, define deliverables, and analyze data to drive facility wide key performance goals and initiatives. SIGNET provides your facility with the necessary data, planning, and support to successfully leverage technology, maximize your investment, and provide optimal patient care. Unleash the full potential of your clinical solutions with SIGNET’s Clinical Edge+ Program.
Clinical Edge+ Benefits:
- Goals Assessment
- Needs Assessment
- Strategic Success Plan
- Workflow Consultation and Design
- Customized SIGNET University e-learning
- Go-Live Support
- Clinical Observation Hours
- Quarterly Meetings
SIGNET Savings Account (Annual Allowance)
The SIGNET Savings Account is designed to treat services like your own bank account. Once the account has been funded, you will have the flexibility needed in deciding how and when your service hours should be used. You can rely on prompt, expert service without having to obtain billing approval for each and every service call.
All time spent on service engagements will consume prepaid funds from your SIGNET Savings Account. The funds will be reduced based on the priority level along with the time spent on the engagement to the nearest 30-minute interval in accordance with rates specified on page 5 of this proposal.
- Any research required to solve a problem or issue that the client is experiencing will consume prepaid funds by actual time spent on such research to the nearest 30-minute interval.
- All service engagements and research will be documented in a report and made available to the client in a quarterly statement or upon request.
- All prepaid funds unused by the client will remain in the account until utilized, with no expiration date. The client can request a cash refund for any unused funds or apply the bank funds to other SIGNET service work.
- Client can designate up to two (2) authorized users of the SIGNET Savings Account.
SIGNET Remote Smart – Core Bundle
Overview
Remote Smart – Core provides clients reactive remote response to increase response time, and subsequently reduce system down time. SIGNET clients, our technicians and service department will collaborate with remote engineers to quickly identify, triage, and remediate system issues as they occur.
To make sure our team can jump right in with an understanding of the environment, we perform a full on- boarding capturing all devices and applications and providing a local data capture tool for all platforms we support. remote connections established based on the client’s internal security policies.
Remote Smart – Core Bundle provides the following features:
- Access to Remote Smart Support & Remediation
- Vendor Escalation & Incident Management
- Remote Smart Client Portal
- Response Time Guarantee
- SIGNET University Training Assistance
Health Care Support Specifics:
- Diagnose system for connections down
- Check status network controllers and application services
- Pull SQL logs for errors that may have happened or are happening
- Read window logs for diagnostic purposes
- Read application logs for diagnostic purposes
Access to Remote Smart Support & Remediation
Remote Smart Support provides access and ability to collaborate with all Tier 1, 2, & 3 Engineers to assist your organization with program supported platforms and applications. Our Engineers hold accreditations in the platforms we support, providing insights for both remediation and planning purposes. By working collaboratively to address your goals we align the right resources at the right time to remediate the challenge at hand. Remote Support is included during Standard Hours (M-F 8×5) for remote remediation.
Vendor Escalation & Incident Management
As mission critical systems and applications become more complex and integrated, we rely on multiple technologies to work together seamlessly. The challenge now is coordinating with multiple vendors to drive mission critical system issues toward resolution. SIGNET will manage this complex landscape and become the single point of contact for support-related issues. By continuing to ensure all platforms and applications are in a supported state, as well as any necessary LOA documentation in place, Remote Smart Engineers can work with these third parties, escalate on your behalf, and drive issues to resolution.
Remote Smart Client Portal
SIGNET will provide a Remote Smart Client Portal for the ability to Create Tickets, Track & Review all tickets at the site level, and have access to investment history if required. This online portal can be securely accessed on-demand.
SIGNET University Training Assistance
An E-Learning application that can be assessed by either a computer or smartphone, SIGNET University offers a flexible on-demand platform. Once enrolled, participants will have guided training modules focused on proficiencies navigating your organization’s needs.
Our Mission
Our mission is to empower our team members to provide a superior client experience through an unwavering commitment to each other, the clients and partners we support and the communities we serve.
Our Values
Our actions are informed by our values –
Innovation, Collaboration and Integrity
- Innovation is our foundation. Team members are curious and receptive to new ideas. We embrace unique challenges with unique solutions.
- Collaboration is a journey. Along the journey SIGNET is creating lasting relationships among team members, clients, and the community. We value relationships.
- Integrity is at the heart of everything we do. It is trust, honesty, and respect.
Our Community
In 2008, we established a charitable contribution program to honor our founder’s tradition of giving back to our community. Through SIGNET Cares, our employees support volunteer-driven programs to help communities in need throughout New England.
