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.