Level 3 Annual Support

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.

Interest request