Level 3 Annual Support

Vimachem Level 3 Site Management System

// Level 3 annual support

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