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
Since March 1, 2022, project-specific inquiries from our existing customers regarding the further expansion of the dls | eQMS have been collected via the central input channel projects@digital-ls.de , evaluated within 10 working days and feedback reported back to you. We would kindly like to ask you to primarily use this input channel.
Your inquiry will directly reach the Professional Service team, which will take care of your concern. By centralizing your requests, personnel and time resources are determined more quickly and waiting times for follow-up projects are reduced thanks to more efficient deployment. Depending on the scope of the project and free capacities, project managers and/or project consultants other than those already known to you 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 extent of validation will depend on how diverse, complex and critical the computer application is.” [EU GMP Guideline 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
The DLS support team is also available by phone and e‑mail to help you 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 at support@digital-ls.de. Please send us as much information as possible about your problem in the e‑mail. In this way, you help us to shorten response times and get a quicker answer to your questions.
Below you will 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 installed/updated/migrated in advance and how?
- 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?
Telephone support
You can reach us on weekdays from Monday to Friday between 08:00 and 17:00 on the following telephone number:
Online support system
You are welcome to use the available ticket portal. You can access this via the following link: https://ticket.digital-ls.de/
Using the portal offers you a number of advantages:
- Secure and personal access via login
- Access to the knowledge base
- Simple and structured creation of new customer processes
- View and edit existing customer issues, company-wide
- Overview of all open customer transactions at a glance
- Overview of all your closed customer transactions
- Evaluation of the tickets
- Saving the version details in your system profile
Support statistics of the last 3 years
Digital Life Sciences customer portal
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 supported us with professionalism and expertise in record time when we switched to a new electronic quality management system. […] Der Support zur Umsetzung der Validierungsanforderungen für computergestützte Systeme nach GxP und ISO-Anforderungen ist exzellent. […] We are building on the positive experience of working together and will continue this good partnership with further topics.
You have a question about our solutions?
We are here personally for you — feel free to ask your questions.
