Service Level Agreements

Service Level Agreements

Protect your Monitoring System investment, Protect your PRODUCT, Protect your DATA and be assured that you meet cGMP for risk mitigation and DATA INTEGRITY regulatory requirements


Call or submit a SLA Technical Support Request


Call or submit a SLA Technical Support Request

3. FIX

Get back online via our remote support

Unplanned Events
Remote Technical Support

Unplanned events are sometimes unavoidable and may cause major manufacturing disruptions, product shortages and loss of revenue when production lines are down. The best way to mitigate such events and to keep your business continuity flowing is to invest in a SLA for remote technical support. Our software engineers can remotely solve issues and get your system back online promptly. Our online technical support request webpage ensures you get the fastest service possible to address unplanned events within a few mouse clicks.

We offer two levels of remote technical support to fit your budget and comfort zone.

Service Level Agreements
LMS Pharma/Pro
LMS Express RT
Support logged with case number
Technician phone call
Within 4hr
Within 1hr
Remote connection for support
Technical Evaluation
Phone & Email Support
Email notifications on case updates
Service reports and change control
On-site Technician*
Spare Parts shipped overnight**
Weekend Coverage***
See notes below***
System checks
Support Hours
8am-5pm PST Monday – Friday

*Travel time and travel expenses are not included and are paid for when onsite support is actually needed.
** Shipping costs charged to customer.
*** Only included in the Elite Plus SLA with premium payment.
ALL SLA contracts are to be paid up in full before contract coverage is provided.
For an SLA quote email

For pricing and to request a quote, please click here.

Our SLA coverage is GMP compliant – get the coverage you need to mitigate unplanned events.