IDBS CUSTOMER SUPPORT - Amazon S3€¦ · IDBS currently accepts cases raised to IDBS Customer...

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IDBS CUSTOMER SUPPORT Customer Support Charter

14th October 2019 Version 35


© IDBS Ltd 2019 Confidential of 15

Contents Introduction ..................................................................................................................................................... 3

IDBS Customer Support .................................................................................................................................. 4

Customer Support Teams ........................................................................................................................... 4

Qualified Support Staff .............................................................................................................................. 4

Case Tracking System ................................................................................................................................ 4

Out of Scope Services ................................................................................................................................. 4

Products We Support ....................................................................................................................................... 5

IDBS Applications ........................................................................................................................................ 5

IDBS Technology ......................................................................................................................................... 5

Non IDBS Product Support .......................................................................................................................... 5

Interfaces We Support .................................................................................................................................... 6

IDBS Interface ............................................................................................................................................ 6

Seeking assistance with desupported versions of IDBS software ...................................................................... 7

How to Contact Us .......................................................................................................................................... 8

What We Need From You ............................................................................................................................... 9

1. Basic details ....................................................................................................................................... 9

2. Hardware and software environment details ...................................................................................... 9

3. Any files, data or information required to reproduce the reported issue ............................................. 9

Priority Levels and Escalation......................................................................................................................... 10

Problems/Defects ...................................................................................................................................... 10

IDBS Support Tiers ......................................................................................................................................... 10

Bronze Tier Support .................................................................................................................................. 10

Silver Tier Support ..................................................................................................................................... 10

Target Resolution Times ................................................................................................................................ 11

Escalation Levels............................................................................................................................................ 12

Case Closure .............................................................................................................................................. 12

Complaints and Praise ............................................................................................................................... 12

Online Resources ....................................................................................................................................... 13

Case Tracking ............................................................................................................................................ 13

Product Downloads ................................................................................................................................... 13

Known Problems ....................................................................................................................................... 13

Fully Searchable Knowledgebase .............................................................................................................. 13

Professional Services ..................................................................................................................................... 14

Consultancy .............................................................................................................................................. 14

Training ..................................................................................................................................................... 14

Customer Feedback ....................................................................................................................................... 15

Who to Contact – Quick Reference ................................................................................................................ 15



Introduction IDBS is committed to providing the best possible support for our products to customers via our Customer Success organisation. This is made up of IDBS Customer Support, Professional Services, Education Services and our team of Customer Success Managers. Part of this commitment is to ensure that you have a complete understanding of the services we provide and level of response you should expect from IDBS. This charter applies to all customers with current maintenance agreements whether using IDBS software locally on individual user machines, on premise server infrastructure or via IDBS’s E-Workbook Cloud solution. This charter is your guide to IDBS Customer Support Services. If you do not have a current or up to date maintenance agreement, or are operating with a desupported version of our software, you will be operating at risk. IDBS will only be able to provide you with support on a best endeavours basis and recommend you renew your maintenance or upgrade to a supported version of our software to ensure assurance of support. IDBS provides different levels of support to our customers. Our Bronze Tier support is for those that do not require business level support, our Silver Tier is our core business level support offering. Below is a table explaining the coverage provided for each tier:

Bronze Tier Silver Tier

Intended customers SaaS and On-premise SaaS and On-premise

Resources Email, online help and IDBS Customer Support Communities

Email, phone, online help and IDBS Customer Support Communities

Response time 2 working days 1 working day

Problem Target Resolution time

10 working days Critical: 3 days High: 5 days Medium: 7 days

Defect Target Resolution Time

Critical: 7 days High: 60 days

Critical: 5 days High: 30 days



IDBS Customer Support IDBS Customer Support is the initial point of contact for all customers with general questions about our software, requests for software downloads or new product features (enhancements) and the reporting of potential problems.

Customer Support Teams

IDBS Customer Support is made up of 1st and 2nd Line Teams who work closely together to provide a high level of response and service to our customers. By having two support teams we can provide a fast response for simpler, more straightforward issues and focus our more experienced 2nd Line Team on the more complex issues we receive.

Qualified Support Staff

Our 2nd line Support Analysts are a mix of degree-level qualified scientists and technical experts with expertise in the technologies used by our products. They have all undergone extensive training in the use of our products. However, we also realise that some problems are particularly complex and therefore our Support Analysts have direct access to our most experienced Senior Consultants, Technical Operations Engineers and Software Developers to help them with more involved issues.

Case Tracking System

All calls to IDBS Customer Support are logged in our case tracking system. This enables all information and communications relating to your case to be kept in the same place along with the current status and ultimately the resolution. If at any point you need to know the status of a case, you can log into the IDBS Customer Support Community or contact IDBS Customer Support who will be able to access all of the available information and provide you with an update. IDBS uses secure services for hosting support information. This includes all emails, transcripts of conversations, attachments and documents that relate to your case. No information is retained in paper format. IDBS operates its own information security management system which is audited to ISO 27001 standards. Your data is encrypted in transmission and encrypted at rest.

Out of Scope Services

The services below are not provided by Customer Support. If you require assistance with these services, please contact your Account Manager or Customer Success Manager. Out of scope services include:

• Product training,

• Template/spreadsheet building,

• Custom coding/scripts,

• System architecture consultation or specification , • System installation/upgrade assistance, • Data migration assistance.



Products We Support Support is currently provided for the following products. Changes in support levels for older product versions and a list of desupported versions are published in the Support Info section on the IDBS Customer Support Community or via a request to IDBS Customer Support, your Account Manager or Customer Success Manager.

IDBS Applications

The latest versions of the following IDBS applications are currently supported by IDBS Customer Support.

• ActivityBase (all modules and utilities) • ActivityBase XE • E-WorkBook • E-WorkBook Connect • E-WorkBook Inventory • E-WorkBook Request • SAR Suite • XLfit • Quantrix

IDBS Technology

The latest versions of the following IDBS technologies are supported by IDBS Customer Support and on-line support services. However, please note that IDBS Customer Support cannot provide application design or development assistance. Please contact your Account Manager to discuss these types of requirements.

• ChemXtra • ChemIQ • MathIQ

Non IDBS Product Support

In addition to our own products, IDBS Customer Support also provides answers and advice on the use of the following applications in relation to their use with IDBS products.

• Oracle® • Microsoft® Excel • MongoDB® • ElasticSearch®

Please note that if a problem is reported in these products that is beyond our control, not related to the use of IDBS products or requires more specialised product knowledge or code/SQL to be written, you will be requested to contact the supplier’s own support services.

https://idbs.force.com/idbs/s/support-info



Interfaces We Support IDBS provide support for certain interfaces within our applications. For the list of interfaces shown, assistance will be provided by IDBS Customer Support, but application design or development assistance will not be provided. All interface support issues will be registered with a single Service Level Agreement (SLA). The SLAs listed in the Priority Levels and Escalations section of this document and the target resolution times detailed in the Target Resolution Times section of this document will not apply to cases logged against IDBS interfaces. All interface issues will have a target resolution time of 30 Days, but this is subject to appropriate IDBS Development resource being available. If a defect within an interface is detected or an enhancement is requested, then the case will be subject to the standard IDBS SLAs. IDBS reserves the right to refuse standard interface support if the issue concerns product design or implementation or if an issue is deemed to be outside of its control. If a component or interface is not listed below, then this is not supported by IDBS and no guarantee will be made as to the functionality or presence of this in subsequent versions of IDBS Products.

IDBS Interface

ActivityBase Suite

• API_OBJECT • API_PLATE • API_RENAME • AB_PURGE • PACK_AB_COMPREG_CUST

E-WorkBook Platform E-WorkBook APIs and Web Services as described in the developer kit section of the E-WorkBook release page on the IDBS Customer Support Community. We constantly look at improving the developer kit that we offer therefore this can change from version to version of E-WorkBook.



Seeking assistance with desupported versions of IDBS software If you are operating a version of IDBS software over 3 years old then it is likely that this version is no longer covered under our support coverage, even if you have a current maintenance agreement. You will be operating at risk if you are in this position. IDBS recommend you upgrade as soon as possible to a supported version of our software so that you have the assurance and coverage of our full software support offering and its target resolution timelines. Changes in support levels for older product versions and a list of desupported versions are published in the Support Info section on the IDBS Customer Support Community or via a request to your Account Manager. For customers operating desupported versions of our software who encounter an issue and have a current maintenance agreement, we offer a best endeavours response of 30 days with no target resolution time provided. We will attempt to assist with the issue, however due to the following factors, the investigation may take additional time to complete and no resolution is guaranteed:

• The age of the product code and maintaining a current working knowledge thereof, • Age and current support levels of related 3rd party technologies and underpinning

operating systems, • Access to representative local systems and investigation tools required to test and

investigate the issue.

If a defect is found or enhancement identified, no fix will be made to the desupported version of the software, the fix will be made to the latest version of IDBS software (if found to be still occurring) and the guidance provided will be to upgrade to the latest version to resolve. If you are currently operating a dessupported version of our software and wish to understand the steps to upgrade to a supported version, please contact your Account Manager or Customer Success Manager.

https://idbs.force.com/idbs/s/support-info



How to Contact Us IDBS currently accepts cases raised to IDBS Customer Support via our IDBS/Quantrix Customer Support Communities, telephone and email. We also have the facilities to communicate with you via our remote connection service if required. To initiate a screen sharing session with IDBS you should first contact IDBS Customer Support via telephone or email.

Telephone: North America: 1 800 881 9953 (toll free) Europe: +44 20 7660 1460

Email: IDBS: [email protected] Quantrix: [email protected] IDBS Support Community: https://idbs.force.com/idbs/s/ Quantrix Support Community: https://idbs.force.com/quantrix/s/

IDBS Customer Support currently operates Monday to Friday from 0800 – 0100 UK time, excluding UK Public Holidays. During UK public holidays that do not fall on a US public holiday, IDBS Customer Support operates between 16:30 and 01:00 UK time. Outside of these hours’ information can still be accessed via the IDBS/Quantrix Customer Support Communities, or email us and the case will be picked up and logged by our case management system ready for investigation by IDBS Customer Support as soon as the next working day starts. On receipt of an email, an automatic receipt response will be provided indicating that IDBS Customer Support will aim to respond as soon as possible and provide a case reference. If more urgent assistance is required, you are advised to telephone IDBS Customer Support. All cases to IDBS Customer Support will be logged and categorised as one of the following:

Support Category Example/Definition

Enhancement “It would be nice if...”

Problem “I can’t seem to…” or “This doesn’t work the way I expect it to”

Defect Problem reproduced by IDBS Customer Support and confirmed to be due to a coding error

Service Request “Can you set up a new user on our SaaS system?”

mailto:[email protected]


https://idbs.force.com/idbs/s/

https://idbs.force.com/quantrix/s/



What We Need From You To ensure we can deal with your case as quickly as possible, please provide the following information when contacting IDBS Customer Support to ask a query or raise a new issue.

1. Basic details

• Your name, telephone number and email address • Company and location • Full description of the problem • Impact that the problem is having on your operations/users/business objectives

2. Hardware and software environment details

• Details of the installation affected e.g. Production, Development, Test • Server platform and hardware specification if related to reported issue • Server and Client operating system versions • Microsoft Office version (including service release version) • IDBS product versions (including service release version) • Information on any related webservices, integration of custom code that may relate

to the issue

3. Any files, data or information required to reproduce the reported issue

• Provide any relevant raw data, related files, template or spreadsheet files that correspond to the issue reported

• Screenshots that provide a view of the issue • A video recording of the issue as it occurs or being recreated • Any relevant custom code • Exception text where an exception is listed (E-WorkBook/Quantrix) • Log files in the client install folder (E-WorkBook) • Application Server, Chemistry Server or Spreadsheet Server Log Files (E-WorkBook)

Your data may be shared within IDBS in order to resolve your support query or rectify a problem with a product or service. Usage of your information and the performance of our service will be monitored for quality and security purposes. It may be necessary to transfer your data from the support case tracking system to IDBS systems or computer/storage solutions that are private to IDBS to reproduce problems or verify solutions. Your data may be retained securely within test tools or environments to prevent a problem recurring. Data that you provide will only be used to resolve your problems, ensure problems do not recur, and to assure the service that we provide. Should you have specific data handling requirements, please discuss this with your Support Contact. Your personal data can be corrected at any time. Just contact IDBS Customer Support.



Priority Levels and Escalation The priority of a case is determined by the effect it has on your ability to use the software. Service requests will be dealt with at a normal (Medium) priority level, but Problems, Defects and Enhancements will be categorised as follows.

Problems/Defects

Priority Level Explanation/Usage

Critical Software inoperable/major impact on usage

High Significant impact on usage (including data integrity related issues), but possible to continue working

Medium Impacts usage, but simple workaround available

Low No real impact on usage

IDBS Support Tiers

Bronze Tier Support

Bronze Tier support is the entry-level tier of support available to our customers. Customers taking this level of support will receive access to online help via the IDBS Customer Support Community which provides a comprehensive source of Knowledgebase articles, help and documentation. They will also have the ability to log cases via email with a response time of 2 working days. The target maximum resolution time is 10 working days.

Silver Tier Support

Silver Tier support is IDBS’ core business orientated support package. We recommend Silver support for all business level needs. Silver support provides improved customer communication and enhanced response and resolution times. SaaS customers who wish to upgrade from Bronze to Silver support should contact their IDBS Account Manager or Customer Success Manager.



Target Resolution Times Our Support Analysts aim to resolve all cases as quickly as possible but will prioritise cases based on both priority level and the amount of time a case has been outstanding. For each different case type and priority, we have defined target resolution times as follows:

Support Item Type

Item Priority

Bronze Support Target Resolution Time (days)

Silver Support Target Resolution Time (days)

Problem

Critical

10

3

High 5

Medium 7

Low 10

Defect Critical 7 5

High 60 30

Every effort will be made to complete IDBS Customer Support items within these resolution times. Please note that the target resolution time starts from the moment a case is logged in our support system and is measured Monday to Friday excluding public holidays. It excludes times when we are waiting for specific information or feedback from you before we can proceed. In addition, all medium and low priority defects and high, medium and low enhancements will be reviewed on a regular basis for potential inclusion in future releases.



Escalation Levels To ensure our targets are met, several escalation points are automatically built into our process to inform increasingly senior levels of IDBS management as resolution times approach their target. These escalation points are defined as follows: Escalate To

Escalation Criteria Problem Defect

Case Open for 50% of Target Resolution Time Support Analyst Development Team

Case Open for 80% of Target Resolution Time Senior Support Analysts Development Manager

Case Open for 100% of Target Resolution Time

Head of Customer Support, Account

Manager and Professional Services Manager

Product Manager

In addition to these standard escalation points, you may also contact the Head of Customer Support directly at any time to escalate items that require an enhanced priority, expedited delivery or are not being dealt with to your satisfaction. If you have continued dissatisfaction with the support you are receiving, you should contact your Account Manager or your Customer Success Manager.

Case Closure

When we have resolved your case, we will ask you to confirm that we can close it. If we do not receive a response to this request, our Support Analysts will automatically close cases after an additional 7 days. To ensure that IDBS Support retain the highest levels of quality possible, cases relating to resolved problems and defects will not be left open indefinitely, but instead will be closed after a period of four weeks if no additional customer input is received. These cases can be re-opened at any time if testing undertaken at a customer site determines an issue to not be addressed. SLA timers will restart and investigation will continue.

Complaints and Praise

If you have a complaint about IDBS products or services, please contact the Head of Customer Support who will ensure that your comments are dealt with as quickly and efficiently as possible. Likewise, if you have received particularly good service from IDBS, and would like to acknowledge this, please let us know.



Online Resources

In addition to our standard telephone and email support services, IDBS also has extensive IDBS Support Communities available to all registered users. These websites contain many additional support resources to enable users to answer their support queries more quickly. If you have an active maintenance agreement and require access to the IDBS Customer Support Community please contact IDBS Customer Support.

Case Tracking

View, log and update IDBS Customer Support cases directly on the web using one of the following resources:

• IDBS Support Community • Quantrix Support Community

Product Downloads

Many problems can be avoided or quickly resolved by upgrading to the latest product version or service release. To make this as easy as possible the latest versions of most of our products, along with the relevant release notes, are available for download from the IDBS Support Communities.

Known Problems

IDBS takes its responsibilities as a software vendor very seriously and would like to ensure that all customers are aware of important problems with the software as soon as they arise. In line with this, IDBS publishes the details of any Critical or High priority items reported to IDBS Customer Support which could adversely affect other customers. Included in the Known Problems section of the website are details of these items, including which customers will be affected, a description of the defect and how to identify if you have the problem, along with an explanation of the resolution and details of how to obtain the necessary fix.

Fully Searchable Knowledgebase

In addition to the specific resources above, more general FAQs and knowledge can be found within the IDBS Support Communities Knowledgebases.

https://idbs.force.com/idbs/s/

https://idbs.force.com/quantrix/s/



Professional Services For services outside of the scope of your maintenance agreement, the IDBS Professional Services team can offer both consultancy and training services.

Consultancy

IDBS offers a wide variety of on-site consulting services provided by our dedicated consulting team, including the following:

• Implementation Consultancy • Upgrade Consultancy • Protocol & Template Building • Custom Application Development • Project Management

All our consultants have a background in life sciences, chemistry and/or considerable experience in the pharmaceutical/biotech, finance or related IT support industries, and many are educated to MSc or PhD level. You can be assured that we will understand your requirements and can provide you with a solution in the most efficient manner possible. For additional information, or to arrange a consulting session, please contact your Account Manager.

Training

Software is only the first part of the solution. Without a complete understanding of the tools at their disposal, scientists and financial professionals cannot efficiently utilise all the capabilities available to them through E-WorkBook, ActivityBase, Quantrix, XLfit and other IDBS products. We offer a comprehensive, integrated programme of professional training and refresher courses on all aspects of the IDBS family of products. Course materials can be tailored to individual needs and can be administered at your site or at IDBS training facilities. All our courses are highly practical. Concepts are introduced with demonstrations, and then consolidated and reinforced by a series of practical hands-on exercise sessions. Curriculum and materials are tailored to each appropriate user group: IT support staff, Database Administrators and discovery team end users. For more information about individual training modules and our current scheduled course dates please see http://www.idbs.com/education/ or email [email protected]. Quantrix customers can learn more about professional services by visiting the Quantrix web site http://www.quantrix.com/services.

http://www.idbs.com/education/


http://www.quantrix.com/services



Customer Feedback IDBS is continually reviewing and updating the services we provide and are particularly interested in hearing directly from customers. Feedback is collected on the completion of training courses, consultancy visits and IDBS Customer Support cases though the use of dedicated feedback questionnaires. All the feedback you provide is reviewed by IDBS Management and used to target improvements in the services we offer. If you would like to provide feedback, please email IDBS Customer Support ([email protected]) or contact your Account Manager or Customer Success Manager directly.

Who to Contact – Quick Reference

E-mail Telephone

IDBS Customer Support

North America [email protected] or [email protected]

+1 800 881 9953

Europe & Rest of World +44 20 7660 1460

Rich Coltart - Head of Customer Support [email protected] +44 (0)1483 595000

IDBS Customer Success Managers

Christine Zubris [email protected]

+1 800 881 9953

J.T. Kaminski [email protected]

Laura Swift [email protected]

Troy Ochsenbein [email protected]

Daljit Bahia [email protected]

+44 (0)1483 595000

Anthony Pakium [email protected]

Professional Services

Francis Carmody - Head of Global Professional Services [email protected] +1 800 881 9953

Education Services

Kim Gionis - Education & GPS Manager [email protected] +44 (0)1483 595000


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