// Site manager (SSM)
Level 3 annual support
The annual support is provided through contractual service level agreements (SLA) for
Scheduled software releases to introduce new functionality. Provisioning of software updates and upgrades
Patch releases to resolve high severity issues impacting customer use of the production software
Remote assistance via dedicated web service and ticketing service
Product and Patch release documentation, including IQ/OQ
Compliance upgrades performed in the Tracelink solution requiring communication protocol alternation
Problem diagnosis, root cause analysis and corrective action
Advanced technical support, remote troubleshooting and issue reproduction
Coordination of remote sessions for investigation and problem resolution
Patch management and provisioning
What it is like working with Vimachem
See all case studies01 / 02




