{ "resourceType" : "Requirements", "id" : "CMHAFFR2-PDS.4", "meta" : { "profile" : ["http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/FMHeader"] }, "language" : "en", "text" : { "status" : "extensions", "div" : "
\n \n \n \n \n
Criteria N:
\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n
\n PDS.4#01\n \n SHALL\n \n \n \n \n

Information as to how to access customer support, and channels of support (e.g., voice, email, text, Twitter) is clearly stated within the app’s Terms of Use and as a feature accessible from within the app.

\n
\n \n
\n PDS.4#02\n \n SHALL\n \n \n \n \n

Customer support may be accessed prior to establishing a user account (e.g., User can contact customer support with questions about the app’s Privacy Policy or Terms of Use before making a decision to actively use the app).

\n
\n \n
\n PDS.4#03\n \n SHALL\n \n \n \n \n

Customer support is provided in the language(s) in which the app is published.

\n
\n \n
\n PDS.4#04\n \n SHALL\n \n \n \n \n

Within the app’s Terms of Use, or in documentation available from within the app, any open source code library or code under copyright used to develop the app is given attribution.

\n
\n \n
\n PDS.4#05\n \n SHALL\n \n \n \n \n

[Support request involves accessing, disclosing, or changing customer data] The identity of the customer, and the customer’s data access rights, must be verified before any disclosure or changing of customer data.

\n
\n \n
\n PDS.4#06\n \n SHOULD\n \n \n \n \n

Customer support queries will receive responses which directly address a stated problem or issue within two business days. A simple acknowledgement that a query has been received, without additional action, is insufficient.

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\n \n
\n PDS.4#07\n \n SHOULD\n \n \n \n \n

Provide app consumers with aggregated satisfaction ratings relevant to customer support terms and conditions as appropriate.

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\n \n
\n PDS.4#08\n \n SHOULD\n \n \n \n \n

Provide a FAQ resource where users can find answers to common questions.[1]

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\n \n
\n
" }, "extension" : [{ "url" : "http://hl7.org/fhir/StructureDefinition/structuredefinition-wg", "valueCode" : "mobile" }], "url" : "http://hl7.org/fhir/uv/cmhaffr2/Requirements/CMHAFFR2-PDS.4", "version" : "2.0.1", "name" : "PDS_4_Customer_Technical_Support", "title" : "PDS.4 Customer Technical Support (Header)", "status" : "active", "date" : "2026-03-20T11:58:09+00:00", "publisher" : "HL7 International / Mobile Health", "contact" : [{ "telecom" : [{ "system" : "url", "value" : "http://www.hl7.org/Special/committees/mobile" }] }], "jurisdiction" : [{ "coding" : [{ "system" : "http://unstats.un.org/unsd/methods/m49/m49.htm", "code" : "001", "display" : "World" }] }], "statement" : [{ "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-01", "label" : "PDS.4#01", "conformance" : ["SHALL"], "conditionality" : false, "requirement" : "Information as to how to access customer support, and channels of support (e.g., voice, email, text, Twitter) is clearly stated within the app’s Terms of Use and as a feature accessible from within the app." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-02", "label" : "PDS.4#02", "conformance" : ["SHALL"], "conditionality" : false, "requirement" : "Customer support may be accessed prior to establishing a user account (e.g., User can contact customer support with questions about the app’s Privacy Policy or Terms of Use before making a decision to actively use the app)." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-03", "label" : "PDS.4#03", "conformance" : ["SHALL"], "conditionality" : false, "requirement" : "Customer support is provided in the language(s) in which the app is published." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-04", "label" : "PDS.4#04", "conformance" : ["SHALL"], "conditionality" : false, "requirement" : "Within the app’s Terms of Use, or in documentation available from within the app, any open source code library or code under copyright used to develop the app is given attribution." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-05", "label" : "PDS.4#05", "conformance" : ["SHALL"], "conditionality" : false, "requirement" : "[Support request involves accessing, disclosing, or changing customer data] The identity of the customer, and the customer’s data access rights, must be verified before any disclosure or changing of customer data." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-06", "label" : "PDS.4#06", "conformance" : ["SHOULD"], "conditionality" : false, "requirement" : "Customer support queries will receive responses which directly address a stated problem or issue within two business days. A simple acknowledgement that a query has been received, without additional action, is insufficient." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-07", "label" : "PDS.4#07", "conformance" : ["SHOULD"], "conditionality" : false, "requirement" : "Provide app consumers with aggregated satisfaction ratings relevant to customer support terms and conditions as appropriate." }, { "extension" : [{ "url" : "http://hl7.org/fhir/uv/cmhaffr2/StructureDefinition/requirements-dependent", "valueBoolean" : false }], "key" : "CMHAFFR2-PDS.4-08", "label" : "PDS.4#08", "conformance" : ["SHOULD"], "conditionality" : false, "requirement" : "Provide a FAQ resource where users can find answers to common questions.[1]" }] }