|The core application supports document creation, management, review & approval, sample administration, user administration, structured results, electronic signatures, and archive.
The core application supports modular addition of standard and custom templates.The core product is maintained by SciCord and accessed by the customer’s staff over secure HTTPS protocols (VPN is not included).It will be available 24/7 with at most 4 hours of down time per week for backups and maintenance.
|Real Time Instrument Interfaces|
|SciCord includes interface software to connect to “real time” instrumentation over Internet Protocol (IP) such as balances.
SciCord will provide recommendations regarding connectivity hardware.
Customer is responsible for purchasing and installing any required laptops, network ports, or interface hardware.
|SciCord provides interfaces to major systems used to record and process chromatography data, like Waters Empower 3 and Agilent OpenLAB ECM.Additional interfaces can be implemented on demand.|
|Multiple “Environments” are provided. The main production environment is available for primary use and is where all important data should be stored and users should be working. The test environment is available for method development, template testing, training, etc.|
Production data will be backed up to at least two locations and documents created by customer’s scientists will be rendered in pdf format and provided to the customer on a schedule to be determined.
There are no maintenance or data retention assurances on this environment.
|Immediate||Service completely unavailable|
|Response Time Guidelines||2 Hours within Normal Business Hours|
|Resolution||8 Working Hours|
|Resolution Guidelines||90% within 1 Business Day|
|Customer Escalation||Not resolved within 1 Business Day.|
|High||Service operational with minor difficulty or procedural issues accessing business critical functions.|
|Response Time Guidelines||2 Business Days|
|Resolution||5 Business Days|
|Resolution Guidelines||90% within 7 Business Days|
|Customer Escalation||Not resolved within 7 Business Days.|
|Normal||Service operational with minor difficulty or procedural issues having no impact on critical business operations.|
|Response Time Guidelines||5 Business Day|
|Resolution||Next scheduled Release|
|Resolution Guidelines||90% within 6 months.|
|Customer Escalation||Not resolved in 6 months.|
|Low||Scheduled maintenance or services|
|Response Time Guidelines||10 Business Days|