How the SafetyDrugs assistance service works

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When you begin to work independently on a new work tool, the need to be assisted can arise. It also happens when a new customer starts working with SafetyDrugs. This is the reason why we have organized a team dedicated exclusively to the customers of SafetyDrugs, the Max Application safety database: we can guarantee assistance in a short time.

Go live and assistance

 

In the transition to the most recently developed in Max Application, SafetyDrugs 6, the native safety database ICH R3, the go-live is the step that concludes the entire process. We told in the previous articles how this phase is preceded by an initial analysis, by the planning of data conversion, by the drafting of the validation and by carrying out the training.

 

Once all the previous steps have been completed, the customer can finally start working with SafetyDrugs 6.

 

Users who attended the training, are able to work independently on the database, but in case of need they can use our assistance service. It is possible to directly access the “ACU” portal, dedicated to assistance requests, by simply clicking on the icon installed on the desktop of the user’s PC or via the SafetyDrugs website. The user will need to log in with his/her login credentials, then open the ticket adding the necessary details and then will be able to monitor the progress of the request, to interact with the technician and to be notified at the end of the resolution.

 

An internal team will be ready to intervene quickly on every request, according to the Max Application SLA (System Level Agreement) that foresee the taking charge within the next 4 working hours. Furthermore, for the first few weeks after the departure, the customer will receive a particular attention and will benefit from a special reserved channel with the assistance team to receive priority support.