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Tickets that are classified as Incidents are established with a priority level to apply SLA goals applicable to response times.
Upon receipt and triage, a service desk agent may alter the ticket type and priority as appropriate upon investigation.
The SLA goals around target response times These goals are established via customer specific contract or statement of work. However for For most standard agreements, our target response times depend on severity of the issue.
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Severity Level
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Description
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Issue Type Default Priority
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Target Response Time
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Level 1
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Critical incident causing the ClinSpark application to be completely down with a severe impact to customers. Loss of entire Service; or loss of critical application functionality by most users; or where data integrity is compromised.
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Blocker
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1hr
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Level 2
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High level incident causing the ClinSpark application to be degraded with a high impact to customers. The loss of non-critical application functionality; or loss of critical application functionality by a minority of users where the majority of users are still able to use the critical aspects of the Service; or low level of risk to data integrity is perceived.
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Critical
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6hr
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Level 3
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Medium level incident causing the ClinSpark application to malfunction with a moderate impact to customers. The loss of non-critical application functionality; or loss of critical application functionality by a minority of users where the majority of users are still able to use the critical aspects of the Service; or low level of risk to data integrity is perceived.
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Major
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8hr
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Level 4
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Low level incident causing the ClinSpark application to malfunction with a low impact to customers. Minor problems that influence use of the Service, with no major impact on critical business use.
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Minor
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24hr
Upon receipt and triage, a service desk agent may alter the ticket type and priority as appropriate upon investigation.
Non-Incident Tickets
Customers can also raise non-incident tickets to gain general support as needed. These may be request ticket types covering ClinSpark use in pre-production environments (feedback from UAT or testing), requests for new environments, system configuration changes (reports, dashboard components, etc), or just general questions about the product.
Standard SLA goals for non-incident tickets are a target response time of within 24hrs of receipt.
Issues Not Eligible for Support
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Sites may occasionally experience operational errors in study conduct. For example; data collection might be made against the wrong study event, or, subjects might be activated against an incorrect cohort. Foundry Health will not accept IQVIA may reject these requests to alter data or reporting outputs to “correct” such errors. Instead, these sorts of errors will need to be addressed by the customer’s Data Management team.
The reason for this is that we consider the integrity of the study data to be of the highest importance and a founding principle of eSource systems. We want both customers and Sponsors to trust that data is preserved as collected and with all audits accurately reflecting the original data lifecycle. For similar reasons, reporting from ClinSpark must reflect the actual state of this data in order for these outputs to be transparent and trustworthy.