RIM – TECHNICAL SUPPORT
Service Level Agreement
September 2015
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, email 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
.
Contact Information
Email: [email protected] Local Telephone Numbers:
European Support number +44 800-014-8406 US Support number +1 855-404-5930
Japanese Support number +81 782625001
Standard Technical Support Availability
Service description Availability Local Standard Service Hours
Remarks
Telephone and Email Support
Mon - Fri Local Public UK, US & Japan holidays excluded
09:00 - 17:00 UK Time
09:00 – 17:00
US Local Time
09:00 – 17:00
Japan Time
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)
Available 24 hours per day.
New calls are responded to during local office hours as phone and email 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.
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
Response Description
P1 4 Business Hours
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.
P2 1 Business Day
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
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.
P4 5 Business
Days
No immediate resolution is required and the issue may be resolved with a scheduled release.
PAREXEL Escalation Process
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 escalates to Local Technical Support Manager
Immediate Immediate 5 Business Days 10 Business Days
Local Technical Support Manager
escalates to Director Technical
Support
Immediate Immediate 10 Business Days Manager Discretion
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, email 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.
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 pre- booked 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.
