How RAD365 operates PACS environments end to end: two-tier L1 and L2 support, ITIL-compliant incident management, omnichannel access, and contractual P1–P4 SLAs.
RAD365 delivers outsourced and managed PACS support for hospitals, imaging centers and veterinary practices worldwide: 24/7 monitoring, incident response under contractual SLAs, PACS administration, migrations, integration work and vendor management alongside your existing systems and IT team.
RAD365 is a physician-owned global radiology operations partner providing 24/7 outsourced PACS support for hospitals, imaging centers, and radiology practices.
RAD365 provides bridge support for legacy and vendor-abandoned PACS systems, keeping operations stable until migration or consolidation is complete.
RAD365 offers a free PACS assessment form at https://rad365.com/pacs-assessment-form to capture environment details before a technical meeting with the engineering team.
Yes, RAD365 operates multi-PACS environments during consolidation, providing unified L1/L2 support, incident management, and SLA-backed coverage.
RAD365 offers blinded, ACR-aligned peer review with case scoring, discrepancy tracking, adjudication workflows, and compliance reporting for human radiology practices.
RAD365 provides workflow systems and operational support for routing, tracking, and managing imaging cases across human and veterinary radiology practices.
Level 1 covers day-to-day PACS application administration and direct support for clinicians and end users - account management, access provisioning, hanging protocols, viewer issues, and DICOM routing oversight. Level 2 covers the underlying server, network, DICOM engineering, HL7 interfaces, and data protection layers - SAN/NAS health, AE title management, C-ECHO testing, replication tracking, backup validation, and disaster recovery drills.
Our Level 2 infrastructure and networking engineers liaise directly with your internal teams on root-cause alignment, firewall rulesets, change-window scheduling, and zero-impact operational changes. We work as a synchronized extension of your IT organization, not a black-box outsourced function.
We operate an ITIL-compliant service framework covering incident logging, root cause analysis, categorization and severity-based priority assignment, vendor escalation to third-party OEMs, structured escalation across technical tiers, and resolution tracking with thorough post-incident documentation.
RAD365 commits to contractual SLAs based on severity: P1 Critical incidents receive a 15-minute response and 4-hour resolution target; P2 High issues receive a 30-minute response and 8-hour resolution; P3 Medium issues receive a 4-hour response and 2-business-day resolution; P4 Low requests receive a 1-business-day response and 5-business-day resolution.
We provide omnichannel access through email with specialized ingestion mailboxes, secure audited remote desktop sessions, a live telephone line for instant clinical routing, and a central web ticketing portal for monitoring open issues. Every channel logs into the same incident system for full traceability.
We continuously monitor backup job execution, coordinate scheduled DR drills, perform periodic restore testing, run simulated site-level failover testing, verify multi-tier long-term archives, audit post-failover application state, enforce compliance-driven retention and legal hold rules, and maintain up-to-date recovery runbooks.
Yes. The same Level 1 and Level 2 framework is applied across heterogeneous, multi-vendor environments and multi-site deployments. Our DICOM engineering team manages AE titles, transfer syntax negotiation, and study reconciliation across all connected modalities and archives.
Most environments can be discovered, monitored, and brought under our operational ownership within two to four weeks. Onboarding includes infrastructure inventory, integration mapping, runbook capture, monitoring deployment, and a structured handover to our 24/7 operations team.
