Services & Support

Get a fast and ef­fi­ci­ent help


Our ser­vice port­fo­lio for a suc­cessful project
Group photo Professional Service - Digital Life Sciences GmbH

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

Your sup­port all around projects

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.

As of March 1, 2022, pro­ject-spe­ci­fic in­qui­ries from our exis­ting cus­to­mers for the fur­ther ex­pan­si­on of their dls | eQMS are coll­ec­ted via the cen­tral in­put chan­nel, 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.

Du­ring busi­ness hours, you can reach our Sup­port Team via 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?

We can be re­a­ched Mon­day to Fri­day bet­ween 8 a.m. and 5 p.m. at the fol­lo­wing pho­ne number:

+49 2542 20201 — 60

You are wel­co­me to use the sup­port sys­tem available on­line. This can be re­a­ched via the fol­lo­wing link: https://www.d‑ or https://portal.d‑

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

sol­ved sup­port cases 
sup­port evaluations
avera­ge ra­ting: very good

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:

Re­gis­tra­ti­on Cus­to­mer Por­tal Di­gi­tal Life Sciences

Login page of the customer portal of Digital Life Sciences GmbH

You have a question about our solutions?

We are here per­so­nal­ly for you — feel free to ask your questions. 

Portrait of employees discussing in the office