RIM – TECHNICAL
SUPPORT
Service Level Agreement
September 2015
PAREXEL INTERNATIONAL / + 1 781 487 9900 / WWW.PAREXEL.COM
©2014 PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED.
Maintenance
A subscription to Maintenance will entitle the Client to the most current released software version,
subsequent version updates to the software and technical support for licensed software.
Support Service Overview
Support is delivered by PAREXEL ® Company via regional support for the EU, US and
Japan.
PAREXEL also provides customers with access to a Web based support facility, available 24x7 (with
the exclusion of maintenance periods; prior notification of scheduled downtime will be given), offering
customers a knowledge database of known issues to search for common problems, with the ability to
check the status of their existing support calls and to log new issues.
Telephone access to the Support Center is through a support number associated with customer’s
local time zone. Customers contact support through a UK support telephone number for Europe,
Middle East and North Africa, through a US support telephone number for US, Canada, South and
Central America, and through a Japanese support telephone number for Japan and the Asia Pacific
basin.
The customer will contact PAREXEL through the PAREXEL Support Center, via telephone, email or
the Web. Upon receipt of the issue raised by the customer, the PAREXEL Support Center will as part
of their function:

Log the issue into the CRM system with dispatch date and allocate a case number.

Acknowledge receipt of the issue, confirm severity level, and allocate an analyst to handle the
case

Investigate the problem, maintain regular contact with the customer and provide updates on
progress of their problem.

As required, request assistance from PAREXEL Engineering resources to provide a
resolution or acceptable workaround to the problem.

Confirm problem closure with the customer.
Standard Support
PAREXEL provides standard maintenance support for the current version of licensed software
products. In addition, PAREXEL provides support for the previous two supported minor versions for
non-validation products, for a period of no more than 3 years from the date of release.
There is an acknowledgement time of 2 hours for calls logged within Local Standard Service Hours.
When calls are logged outside of these service hours, response times will commence from the start
of
the
following
business
day.
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Copyright © 2013 PAREXEL Company
Revised 09/14/2015
.
Contact Information
Email: technicalsupport@parexel.com
Local Telephone Numbers:
European Support number +44 800-014-8406
US Support number +1 855-404-5930
Japanese Support number +81 782625001
Standard Technical Support Availability
Service description
Availability
Local Standard
Service Hours
Remarks
09:00 - 17:00
UK Time
Telephone and Email
Support
Mon - Fri
09:00 – 17:00
Local Public UK,
US & Japan
US Local Time
holidays
excluded
09:00 – 17:00
Requests for support outside these times will
be acknowledged by 11:00 AM local time on
the next working day.
Japan Time
Available 24 hours
per day.
7 days per week
Web Support
(Excluding
maintenance
periods)
New calls are
responded to
during local office
hours as phone
and email support
above.
A secure on-line customer login facility
provides new call logging and detailed up to
date existing call information, access to the
Knowledge Database for Support Solutions on
PAREXEL products.
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Copyright © 2013 PAREXEL Company
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Customers must utilize the local time zone for standard technical support (i.e. U.S. customers must
use U.S contact numbers within the allocated hours for technical support).
Severity Levels and Response Times
Severity is measured from Priority 1 to Priority 4, with P1 being the most critical level. Severity levels
are allocated by PAREXEL Technical Support, for each incident, as part of the initial contact. Severity
levels may be downgraded as solution/work-around are developed that reduce the impact of the
issue or when the customer is unresponsive to attempts for case resolution by PAREXEL Technical
Support.
Responses to all issues are managed through the same Technical Support process. Based upon
severity level, issue resolution attempts are prioritized and faster response times, along with higher
levels of management oversight are allocated to higher priority issues. A response will be provided
on a regular basis by the Technical Support Analyst who may request that further
troubleshooting activities are undertaken.
The Technical Support Analyst will advise of progress made in identifying the cause and potential
resolution of the problem. For any support requests submitted to PAREXEL in accordance with the
provisions of this Agreement, PAREXEL will use commercially reasonable efforts to respond to such
problems in accordance with the following response times:
Severity Level / Response Time Table
Severity Response
Level
Description
P1
4 Business Complete production system failure. Critical situation where customer’s business is
Hours
unable to continue and no work around is available. Demonstration of severe financial
impact to the business is required.
P2
1 Business A problem that substantially restricts functional operations of the Software for which
Day
there is no alternative solution or work-around and affects many users and a
resolution/fix is required in a specific time frame. Customer must demonstrate that
failure to address the problem within two days will impact a customer deadline.
P3
3 Business
Days
5
Business
Days
P4
A problem that does not substantially restrict the operations of the Software or other
error for which there is an alternative solution or work-around.
No immediate resolution is required and the issue may be resolved with a scheduled
release.
PAREXEL Escalation Process
The PAREXEL escalation process is designed to achieve the following goals:

Rapid problem resolution times.

Management focus to apply the most effective resource to achieve problem resolution.

High level of customer communications.
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Escalation Steps
Each subsequent step in the escalation process involves additional management focus and
PAREXEL resources to resolve the reported problem. Escalation steps are triggered according to
the severity of a problem in accordance with the table below.
Escalation Process Timeframes Table
Description
P1
P3
P4
Support Analyst
escalates to
Local Technical
Support Manager
Local Technical
Support Manager
escalates to
Director
Technical
Support
Director
Technical
Support
escalates to
appropriate VP
Immediate
Immediate
P2
5 Business Days
10 Business Days
Immediate
Immediate
10 Business Days
Manager Discretion
Immediate
1 Business Day
Director Discretion
Director Discretion
Customer Named Contacts
The customer is required to nominate a minimum of 2 and maximum of 4 primary contacts. One
Systems Administrator and one Business User are required and must have received training on
PAREXEL products.
These contacts have the following responsibilities as part of their function:

Report incidents to PAREXEL Technical Support, via telephone, email or the Web

Technical ability to provide required investigative material to PAREXEL Support Center, as
requested

Articulate priorities for incidents, based upon the impact to their business

Request escalations and co-ordinate communications within the customer environment.
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Not Included with Standard Support

Software/Hardware upgrade assistance

Client environment configuration changes

Software/Hardware performance analysis
Prohibited under Standard Support

Change, replacement or maintenance of hardware

Modifications to the Software

Failure to apply an update provided by PAREXEL or failure to follow PAREXEL’s reasonable
instructions

Failure or delay in accessing the customer site to help provide a resolution

Use other than in accordance with the software documentation.

Correcting issues which may arise from direct client XML override modifications.
On-Demand Support
On-Demand Support is the highest level of support available providing support during critical times of
project or submission periods (technical or regulatory). This service is only available when prebooked and is chargeable in addition to Standard Support.
This service is most widely used by customers who are implementing new systems, upgrading
software on critical production systems, completing critical submissions, or delivering new services.
PAREXEL will customize the On-Demand Support needed on a case by case basis. Services may
include dedicated support, nominated contacts, extended hours support and/or facilitated regular
meetings to review support activity.
On-Demand Support details should be discussed with your account manager.
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Copyright © 2013 PAREXEL Company
Revised 11/19/2014