Level 3 Annual Support

After the installation and qualification of the Vimachem Level 3 Site Management System, Vimachem will provide annual support 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.