The “Basic” level is the standard agreement included in all solutions at no additional cost. The package comes with access to our Help Center, support within regional business hours, and standard terms and conditions.

Besides the elements included in the “Basic” agreement, “Explore” is a step up, including expedited support times for both critical requests (less than 16 hours) and non-critical requests (less than 24 hours), as well as the option for configurable terms and conditions and a standard quality agreement included.

The “Evolve” package includes access to our Trust Hub data room, further expedited support times for both critical requests (less than 4 hours) and non-critical support requests (less than 16 hours), support from customer relationship managers to help get the most out of the solution as well a yearly review of system performance. Also, a configurable MSA and quality agreement are included.

Building on the content of “Evolve”, the “Expand” level offers even faster response times for critical (less than 1 hour) and non-critical support requests (less than 12 hours), custom MSA and quality agreement, and a dedicated customer relationship manager that understands your operation supporting you in identifying business needs, driving adoption, and helping maximize the business value.

Potential add-ons

• PerformanceCare™: A Eupry customer specialist monitors system performance daily (on business days) to proactively plan corrective actions in the event of critical incidents.
• Professional services: On-site support by Eupry GxP experts to accelerate deployments and reduce time to value.

To identify the right service level for your organization, it is important to factor in the criticality of the solution for your use case, your requirements, and how your operation uses the solution. Our team is more than happy to walk through the options and advice based on your specific requirements.