RIM TECHNICAL SUPPORT

Transcription

1 RIM TECHNICAL SUPPORT Service Level Agreement September 2015 PAREXEL INTERNATIONAL / / PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED.

2 Maintenance A subscription to Maintenance will entitle the Client to the most current released software version, subsequent version updates to the software and technical support for licensed software. Support Service Overview Support is delivered by PAREXEL Company via regional support for the EU, US and Japan. PAREXEL also provides customers with access to a Web based support facility, available 24x7 (with the exclusion of maintenance periods; prior notification of scheduled downtime will be given), offering customers a knowledge database of known issues to search for common problems, with the ability to check the status of their existing support calls and to log new issues. Telephone access to the Support Center is through a support number associated with customer s local time zone. Customers contact support through a UK support telephone number for Europe, Middle East and North Africa, through a US support telephone number for US, Canada, South and Central America, and through a Japanese support telephone number for Japan and the Asia Pacific basin. The customer will contact PAREXEL through the PAREXEL Support Center, via telephone, or the Web. Upon receipt of the issue raised by the customer, the PAREXEL Support Center will as part of their function: Log the issue into the CRM system with dispatch date and allocate a case number. Acknowledge receipt of the issue, confirm severity level, and allocate an analyst to handle the case Investigate the problem, maintain regular contact with the customer and provide updates on progress of their problem. As required, request assistance from PAREXEL Engineering resources to provide a resolution or acceptable workaround to the problem. Confirm problem closure with the customer. Standard Support PAREXEL provides standard maintenance support for the current version of licensed software products. In addition, PAREXEL provides support for the previous two supported minor versions for non-validation products, for a period of no more than 3 years from the date of release. There is an acknowledgement time of 2 hours for calls logged within Local Standard Service Hours. When calls are logged outside of these service hours, response times will commence from the start of the following business day. 2

3 . Contact Information Local Telephone Numbers: European Support number US Support number Japanese Support number Standard Technical Support Availability Service description Availability Local Standard Service Hours 09:00-17:00 UK Time Remarks Telephone and Support Mon - Fri Local Public UK, US & Japan holidays excluded 09:00 17:00 US Local Time 09:00 17:00 Requests for support outside these times will be acknowledged by 11:00 AM local time on the next working day. Web Support 7 days per week (Excluding maintenance periods) Japan Time Available 24 hours per day. New calls are responded to during local office hours as phone and support above. A secure on-line customer login facility provides new call logging and detailed up to date existing call information, access to the Knowledge Database for Support Solutions on PAREXEL products. 3

4 Customers must utilize the local time zone for standard technical support (i.e. U.S. customers must use U.S contact numbers within the allocated hours for technical support). Severity Levels and Response Times Severity is measured from Priority 1 to Priority 4, with P1 being the most critical level. Severity levels are allocated by PAREXEL Technical Support, for each incident, as part of the initial contact. Severity levels may be downgraded as solution/work-around are developed that reduce the impact of the issue or when the customer is unresponsive to attempts for case resolution by PAREXEL Technical Support. Responses to all issues are managed through the same Technical Support process. Based upon severity level, issue resolution attempts are prioritized and faster response times, along with higher levels of management oversight are allocated to higher priority issues. A response will be provided on a regular basis by the Technical Support Analyst who may request that further troubleshooting activities are undertaken. The Technical Support Analyst will advise of progress made in identifying the cause and potential resolution of the problem. For any support requests submitted to PAREXEL in accordance with the provisions of this Agreement, PAREXEL will use commercially reasonable efforts to respond to such problems in accordance with the following response times: Severity Level / Response Time Table Severity Level P1 P2 Response 4 Business Hours 1 Business Day Description Complete production system failure. Critical situation where customer s business is unable to continue and no work around is available. Demonstration of severe financial impact to the business is required. A problem that substantially restricts functional operations of the Software for which there is no alternative solution or work-around and affects many users and a resolution/fix is required in a specific time frame. Customer must demonstrate that failure to address the problem within two days will impact a customer deadline. P3 3 Business Days P4 5 Business Days A problem that does not substantially restrict the operations of the Software or other error for which there is an alternative solution or work-around. No immediate resolution is required and the issue may be resolved with a scheduled release. PAREXEL Escalation Process The PAREXEL escalation process is designed to achieve the following goals: Rapid problem resolution times. Management focus to apply the most effective resource to achieve problem resolution. High level of customer communications. 4

5 Escalation Steps Each subsequent step in the escalation process involves additional management focus and PAREXEL resources to resolve the reported problem. Escalation steps are triggered according to the severity of a problem in accordance with the table below. Escalation Process Timeframes Table Description P1 P2 P3 P4 Support Analyst Immediate Immediate 5 Business Days 10 Business Days escalates to Local Technical Support Manager Local Technical Immediate Immediate 10 Business Days Manager Discretion Support Manager escalates to Director Technical Support Director Technical Support escalates to appropriate VP Immediate 1 Business Day Director Discretion Director Discretion Customer Named Contacts The customer is required to nominate a minimum of 2 and maximum of 4 primary contacts. One Systems Administrator and one Business User are required and must have received training on PAREXEL products. These contacts have the following responsibilities as part of their function: Report incidents to PAREXEL Technical Support, via telephone, or the Web Technical ability to provide required investigative material to PAREXEL Support Center, as requested Articulate priorities for incidents, based upon the impact to their business Request escalations and co-ordinate communications within the customer environment. 5

6 Not Included with Standard Support Software/Hardware upgrade assistance Client environment configuration changes Software/Hardware performance analysis Prohibited under Standard Support Change, replacement or maintenance of hardware Modifications to the Software Failure to apply an update provided by PAREXEL or failure to follow PAREXEL s reasonable instructions Failure or delay in accessing the customer site to help provide a resolution Use other than in accordance with the software documentation. Correcting issues which may arise from direct client XML override modifications. On-Demand Support On-Demand Support is the highest level of support available providing support during critical times of project or submission periods (technical or regulatory). This service is only available when prebooked and is chargeable in addition to Standard Support. This service is most widely used by customers who are implementing new systems, upgrading software on critical production systems, completing critical submissions, or delivering new services. PAREXEL will customize the On-Demand Support needed on a case by case basis. Services may include dedicated support, nominated contacts, extended hours support and/or facilitated regular meetings to review support activity. On-Demand Support details should be discussed with your account manager. Revised 11/19/2014 6