Service Desk

Incidents are identified at TransPerfect in a number of different ways – monitoring alerts, customer calls, customer emails, or internal observations. Once an incident is encountered, Trial Interactive's main focus is to resolve the issue and provide the customer with the expected service levels. Reported incidents are validated by TransPerfect support resources and a defined set of steps are executed to attempt to quickly resolve the issue. When an incident is severely interrupting service levels the incident is escalated as per the emergency response procedure. This procedure is designed to ensure that resources with the correct subject management expertise are deployed and focused on finding a corrective action that will restore expected service levels. This procedure also describes the communication plan designed to provide regular updates to internal and external stakeholders. Any changes required to the production application services environment in order to resolve an incident are handled through the change management process.

When a request is received by the Service Desk, it is managed according to the following workflow:

• Level 1: Upon receipt of a request (call or Email), the assigned Service Desk Analyst will analyze the requirements of the Request or Incident and determines whether or not it can be completed without escalation. The SDA will create a ticket, inform the Client with an initial response, provide the ticket number and indicate the ticket is in progress. The Shift Lead of the Service Desk will triage and prioritize tickets as necessary based on priority and urgency and reassign as needed. If the request concerns an existing ticket, the assigned Service Desk Analyst will retrieve the details of the request and provide the requested information, and if appropriate, reopen or continue work on the ticket. If necessary, the assigned Service Desk Analyst will involve a senior member of the Service Desk, who will work with the SDA to ensure the ticket is closed within the SLA.
• Level 2: If the Service Desk determines that the ticket requires additional technical oversight, or the issue cannot be resolved, or it concerns a specific type of Service Request or Change, the Service Desk Shift Lead will escalate the requirements of the ticket to the Solutions Engineering team. The ticket owner will assign the ticket on TransPerfect Trial Interactive’s Service Desk system to the Solutions Engineering Staff. The escalation will include the original request, a description of what work has been done on the ticket already, and the reason for the escalation. The assigned SDA will communicate this escalation clearly to the Client. The SDA assigned to the ticket in the Service Desk system will then be updated to reflect the escalation of the ticket to the new support representative. The Solutions Engineer assigned will update the Client to reflect the investigation and expected time to complete and progress the ticket to closure.
• Level 3: If the Solutions Engineers determine that the ticket requires even more technical oversight or a software change, or the issue cannot be resolved, the Solutions Engineers will escalate the requirements of the Request or Incident to the Trial Interactive Development team. From here, a development ticket is opened in the software development system as described in Change Control SOP TI-IT-002 for possible inclusion in the next patch.

Trial Interactive Investigative Site Support is support tailored to meet the specific needs of Life Sciences Clients and their investigative site partners. Through a breadth of services and personal attention to each clinical study, the desk supports investigative sites from site initiation through study completion. The ISS provides direct support to users at Investigative Sites who need assistance with user access, account management, questions about the system, Incidents, and defects. This desk is specifically contracted as part of the Site Collaborate, Remote Monitoring and eISF offerings in the Client SOW. This desk is characterized by local US and European phone support and a senior, high-expertise staff available to provide an enhanced level of guidance and assistance on questions, and a specific set of processes around user access and account management.

Response times for Investigative Site Support are defined as acknowledgement of the call/email and entry of the ticket into the Trial Interactive Service Desk system, and target response times are less than 30 minutes for all Incidents. Target resolutions for Incidents are within 5 days for all normal-priority tickets, and within 4-hours for high-priority tickets.

For tickets that are a potential system downtime, security incident, privacy incident, Agency or Mock Inspection, or GDPR/HIPAA issue involving PII/PHI, ISS will initiate the escalation process within 30 minutes of receipt of call or email received.

Support includes both phone and email. For continuity at the end of each day, in some cases tickets will be escalated to the Service Desk team for resolution, which is available 24 hours per day, 7 days per week, 365 days per year.

The Trial Interactive Premium Service Desk is available to provide enhanced, hypercare-style white-glove support for an additional contracted support fee in the SOW.

All newly implemented customers automatically receive 8 weeks of Hypercare support from the Premium desk.

Following are the Service Desk numbers.

1. Service Desk
   • Location: Pune, India and Chennai, India

   • Phone: 888-391-5111 (TOLL-FREE)

   • Email: help@trialinteractive.com

   • Business Hours: Available 24 hours a day, 7 days a week, 365 days a year

Trial Interactive will be tested with all major browsers, including Chrome, Firefox, Safari, and Internet Explorer 10, 11, and up.

In a future release. Trial Interactive is presently built upon a user interface framework that is designed to work on many screen sizes.

Training courses and documentation will be made available to customers that describe common issues and resolutions.

Trial Interactive provides 24/7 email and phone Service Desk support as a backup to internal System Administration.

The TransPerfect Trial Interactive service desk application logs all tickets with a unique ticket ID number and tracks status and escalation.

TransPerfect has implemented both business continuity and disaster recovery plans addressing technical, physical, and organizational processes.

The Service Desk handles Service Requests, Incidents, and Change Requests and ensures compliance with Service Desk procedures.

Definitions are provided for Off Hours, Downtime, Emergency Downtime, Scheduled Downtime, Monthly Uptime Percentage, and Uptime Exclusions.

TI supports multiple Reference Model versions and continues to support older versions regardless of system upgrades.