|Core ELN||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.
|Chromatography Interface||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.|
Production data will be backed up to at least two locations
There are no maintenance or data retention assurances on this environment.
|Priority||Response Time Guidelines||Resolution||Resolution Guidelines||Customer Escalation|
Service completely unavailable
|2 Hours within Normal Business Hours||8 Working Hours||90% within 1 Business Day||Not resolved within 1 Business Day.|
Service operational with minor difficulty or procedural issues accessing business critical functions.
|2 Business Days||5 Business Days||90% within 7 Business Days||Not resolved within 7 Business Days.|
Service operational with minor difficulty or procedural issues having no impact on critical business operations.
|5 Business Day||Next scheduled Release||90% within 6 months.||Not resolved in 6 months.|
Scheduled maintenance or services
|10 Business Days||1 Year||N/A||N/A|