Services & Support
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Services
We offer you an extensive service portfolio for the implementation of your requirements on your ECM/QMS system. Our Professional Service accompanies you from the conceptual design and implementation of your requirements through the go-live to the support phase. We are happy to provide you with our know-how from over 100 successful customer projects in computerized system validation.
Our service portfolio
Professional Services
The digitalization of quality and compliance processes requires the commitment of professional and industry experienced professionals. Our professionals are experts in their field and are at your side with words and deeds as well as an honest assessment. Together with you, we work out the best solution to your problem and support you in the implementation. Here it is important for us that you feel well looked after during the entire implementation phase — from the conceptual design to the go-live. Even in ambitious time and budget planning, we set a high value on quality.
Validation Services
Our software solutions are technically and functionally developed considering the relevant laws, guidelines as well as standards in the controlled environment and comply with the highest requirements of strongly controlled industry. For a smooth computer system validation we create extensive documentation on demand for you and reach out our helping hand. Our services are based on our experience of over 15 years and excellent know-how in the validation and qualification of complex systems.
Support Services
As a DIN/ISO 9001 certified enterprise, you can count on the quality standard of our products and services. Of course it cannot be helped that errors occur every now and then. Therefore, our highest priority is that our customers receive a fast, reliable and effective solution in case of problems. Our support team, based at the Campus in Gescher, is qualified, competent and always ready to help.
Professional Services
As a Professional Service team, we assume the responsibility for the conceptual design of your IT solutions as well as for the analysis of your business processes and infrastructure. The implementation of customer projects in the ECM/QMS environment in the Life Sciences industry is at the forefront here. We support you in bringing your digitalization a step forward by configuring your requirements in our standard software according to your ideas. We stay available at your side during present, future as well as already completed projects.
Central input channel for follow-up projects
As of March 1, 2022, project-specific inquiries from our existing customers for the further expansion of their d.3 Life Sciences System are collected via the central input channel projects@digital-ls.de, evaluated within 10 working days and replied. We would kindly like to ask you to primarily use this input channel.
Your request will directly reach the Professional Service team, which will take care of your request. Centralizing your requests allows us to faster determine personnel and time resources and use them more efficiently thus reducing delays for follow-up projects. Depending on the scope of the project and free capacities, project managers and/or project consultants other than those you are already familiar with may be able to take on the tasks.
You will find more information here.
Validation Services
“GMP related computerized systems should be validated. The depth and scope of validation depends on the diversity, complexity and criticality of the computerized application.” [EU GMP Guidelines Part II Chapter 5.4: Computerized systems].
In this context, we offer you our validation package, which you can use when creating your technical specification and risk assessment. Furthermore, we provide you with the documentation of the installed software and record your implemented requirements in a configuration specification. Additionally to the validation package, we offer you upon request continued support in the execution and documentation of your eQMS validation project.
Support Services
In case of problems, the d.velop Support Team is personally at your disposal via telephone and e‑mail in order to find a solution. Below you can find an overview of the different support channels.
E‑mail Support
During business hours, you can reach our Support Team via support@digital-ls.de. Please give us as much information as possible about your problem in your e‑mail. This way you can help us reduce reaction times, thus getting a faster answer to your questions.
Below you can find a support checklist for your e‑mail:
- What is the problem?
- How does the failure manifest itself? What is no longer working?
- The exact error messages are required. How can the problem be tracked and reproduced?
- Since when does the problem occur?
- Did it work before? What was changed before the incident occurred?
- What was previously installed / updated / migrated?
- System environment:
- Which system level is affected?
- Which versions are used?
- Additional information:
- Log files, config files, screenshots of the whole screen
- Repercussions/Business Impact + Urgency = Priority
- How many users are affected by the problem?
Phone Support
We can be reached Monday to Friday between 8 a.m. and 5 p.m. (except on North Rhine-Westphalia public holidays) at the following telephone number:
Online Support System
You are welcome to use the support system available online. This can be reached via the following link: https://www.d‑velop.com/support or https://portal.d‑velop.de/desk/de/support
Registered users have the following functions available in the d.velop Service Portal:
- Secure and personal access via login
- Create new customer issues
- View and edit existing customer issues, company-wide
- Overview of open customer issues
- Overview of customer issues closed within the last 180 days
- Version information is stored via the system profiles
Support statistics of the last 3 years
Customer Portal Digital Life Sciences
You can obtain more information about the following topics via our Customer Portal:
- Technical news
- Training dates
- Marketing documentation
- Software downloads
- Product support lifecycle
- Roadmap
You can get your personalized login credentials via the following link:
Customer review
“Digital Life Sciences GmbH has supported us in the changeover to a new electronic quality management system in record time with professionalism and expertise. […] The support for the implementation of validation requirements for computerized systems according to GxP and ISO requirements is excellent. […] We have struck up positive experiences from the collaboration and will continue the good partner cooperation with further topics.”
You have a question about our solutions?
We are here personally for you — feel free to ask your questions.
