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Zelta

Zelta product support

Resources for users and administrators

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Phone

(888) 500-4247 (United States) toll free

 

Global numbers (see following list)

Severity of definitions

 

While support commits to responding within the stated response times, we cannot commit to providing a resolution within the response time period.

 

Severity 1: 1-hour response time target (maximum)

Critical business impact/service down:

Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations.

 

Severity 2: 2 business hours

Significant business impact:

A service business feature or function of the service is severely restricted in its use, or the customer is in jeopardy of missing established business deadlines.

 

Severity 3: 4 business hours

 Some business impact:

Customer can continue with a workaround, but impact may increase if a resolution is not forthcoming. A medium impact on a user involves partial or limited loss of non-critical functionality, but a workaround exists that allows for the continuance of normal operations.

 

Severity 4: 1 business day

 2 hour response time objective

Customer does not need resolution to continue work; no impact is seen on the user, and they can await a resolution to continue work. Involves no loss in functionality or is a general usage question, including questions that reference product documentation or request enhancements.

Response times objectives and rapid response definitions

 

Response time objectives described herein are intended to describe Zelta Support’s goals, differentiated from those of any other Zelta teams. They represent our target, not a guarantee of performance, unless specified otherwise in your contract with Zelta.

The Client will designate the severity for each request.

Zelta and the Client will validate such severity and mutually agree to any changes based upon the severity description.

The incident “Response Time” is the elapsed time measured from the time the incident is reported to Zelta Support by the Client.

Any tickets requiring a rapid response will be escalated outside of normal tier support and designated as “Rapid Response.”

The term “Rapid Response” is applied to any ticket that meets the following criteria:

  • Business critical production environment functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations.
  • The cause of the issue is or could reasonably be assumed to be a technical cause over which Zelta has direct control. If during troubleshooting an issue is determined to be of an external nature, the Rapid Response protocol will be disengaged.

Availability Service Level Agreement (SLA) Considerations (Cloud service and SaaS solutions)

 

Review the Product Details for the offering in question for the business hours for support or see defined details in your statement of work. You must submit a support case claim for failure to meet an availability SLA within 3 business days after the end of the contracted month. The support case must be related to a production system that is not available (a Priority 1 / Service Down case). The availability SLA for the Cloud Service can be found in your Transaction Document. Service Down is the time measured from the time you report the Priority 1 case until the time the Cloud Service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond Merative’s control; problems with your content or third-party content or technology, designs, or instructions; unsupported system configurations and platforms or other Client errors; or Client-caused security incident or Client security testing.

 

Additional information

 

Support Service Level versus Consulting

  • Support shall be made available upon request from a customer, subject to payment of the fees specified in the applicable order. There may be occasions where Support may not be able to answer all questions, but instead transfers incidents to other groups within the company. These transfers, if identified as being outside the scope of Baseline Support, fall under billable Consulting terms and require approval of the customer to proceed further. Zelta teams strive to identify issues that fall outside Baseline Support within the first 2 contacts between customers and our Support team.
  • Zelta will offer 24-hours-a-day, 7-days-a-week support access for Tier I support and for any tickets that fall under Zelta Rapid Response terms. All Tier II or Tier III tickets, once designated as such, will be processed during normal business hours (9am-5pm Eastern Time, Monday through Friday, excluding US Holidays).
  • Zelta Support prioritizes work in order of incident severity, like most other Zelta portfolios. The following table defines product-specific severity levels and targets for response to customers each time an incident is reported, or status is requested.

 

Case handling

  • All customer support issues will be documented within a support case.
  • Each case will be assigned a unique number for reference and a severity level that is based on the details within the case description.
  • Updated and customer responses will be sent by email and recorded in the case comments.

Zelta Support tiers

 

This section outlines the terms of Baseline Support versus Consulting/Services, and outlines which requests should fall under 'reasonable effort' basis.

 

Tier I Support

Any ticket directly related to the application in which we can resolve with minimal troubleshooting. These tickets typically take under 45-60 minutes of effort by Zelta Support.

 

Tier I sample tickets include:

  • Site navigation.
  • Browser-related issues.
  • Searching for patient information.
  • Creating search parameters.
  • Documentation export.
  • Determine escalation path to either Tier II or Tier III.

 

Tier I Exclusion Criteria include, but may not be limited to the following:

  • Solutions cannot be found in our online manual at the time of request.
  • Any request requiring direct access to a study that the support personnel does not have access to.
  • Any hardware troubleshooting, such as connection to the Internet.

 

Tier II Support

Any ticket directly related to the application in which some troubleshooting is required.

 

Tier II sample tickets include:

  • Budgeting/financial Items.
  • Report creation.
  • Potential training or retraining.
  • Determine escalation path to Tier III.
  • Data interventions, in cases where normal application use has created duplicate or problematic data that is preventing users from performing necessary actions in the program.

 

Tier III Support (Consulting)

Any ticket directly or indirectly linked to the application in which customer-specific scenarios are required to understand.

 

These tickets may be resolved on the same day or may require multiple contacts and business days to resolve.

 

Issues that typically require more than 60 minutes of work time to resolve are not considered ‘Support’ Tier I or Tier II for Zelta. Such tickets usually result in the customer being advised to seek Tier III guidance. Tier III guidance falls outside the scope of Baseline support and fees are charged for services rendered.

 

Tier III sample tickets include:

  • Training sessions.
  • Business process or application best practice consultations.
  • Data interventions to clean up previously entered data.
  • Report Building consulting (consulting fees may apply once consulting is approved).
  • For more information on Tier III and Services Consulting, see the governing Service Description for this product.

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