AutoloMATE® Support services

Insight

Autolomous has developed the AutoloMATE® platform aimed at ATMP manufacturers for the purpose of enabling scaling of manufacturing of advanced therapies via the creation of a digital bridge between various entities and data points within the ATMP manufacturing process. AutoloMATE® will consist of functional modules and interfaces towards other software and hardware modules in the ATMP ecosystem.

Overview

The Support Services comprise of three levels of support aligned with the progression of users towards commercialisation:

– Level 1 Support (recommended for Development stage)

– Level 2 Support (recommended for Clinical Trial stage)

– Level 3 Support (recommended for Commercial stage)

Introduction

This document will detail each support level including scope, inclusions and exclusions. It will also elaborate on the process and procedures of support and how to best use the support facilities offered by Autolomous for its AutoloMATE® platform and associated services. 

Levels of support

The Support Levels are as follows:

Level 1 Support (recommended for Development stage)

This comprises of a web-based support interface that shall be available to the Customer (the “Support Portal”). The Support Portal shall be available to the Customer for the logging of incidents and support requests (“Support Requests”) 365 / 366 days a year, 24 hours a day.

No telephone support is provided as part of Level 1 Support.

Autolomous shall use reasonable endeavours to respond to and to resolve Support Requests in accordance with the corresponding response and resolution times specified below.

Level 2 Support (recommended for Clinical Trial stage)

This comprises of first-tier support via the Support Portal and a telephone hotline (the “Support Hotline”) for the provision of second-tier support.

The Customer shall be able to log Support Requests: (i) via the Support Portal, 365 / 366 days a year, 24 hours a day; and/or (ii) via the Support Hotline, on Business Days and Saturdays from 7am to 7pm (UK time).

Autolomous shall use reasonable endeavours to respond to and to resolve Support Requests in accordance with the corresponding response and resolution times specified on this page.

Level 3 Support (recommended for Commercial stage)

This comprises of first-tier support via the Support Portal and Support Hotline and second-tier support via the Support Hotline.

The Customer shall be able to log Support Requests via both the Support Portal and the Support Hotline, 365 / 366 days a year, 24 hours a day.

Autolomous shall use reasonable endeavours to respond to and to resolve Support Requests in accordance with the corresponding response and resolution times specified on this page.

Changes between Support levels:

The Customer may request to upgrade or downgrade its Support Level at any time during the Term on the provision of (i) three months’ prior written notice (in the case of a request to upgrade the level of support); or (ii) one month’s prior written notice (in the case of a request to downgrade the level of support). 

Following receipt of such a request, Autolomous shall confirm in writing whether the request has been accepted. If accepted, then from the date on which the relevant notice period expires: (i) the Support Level that Autolomous provides to the Customer shall be upgraded or downgraded (as requested); and (ii) the Charges payable by the Customer in respect of the Support Services shall be adjusted in accordance.

AutoloMATE® support

Autolomous operates a support service for users of its platform using Jira Service Desk by Atlassian. It can be found at this link.

AutoloMATE® Support Portal

Setting up a new account

All users of AutoloMATE® will be set up with an AutoloMATE® Support account before AutoloMATE® is deployed. To set up new AutoloMATE® users with their own Support accounts, please raise an “Other questions” ticket to request this. 

Knowledge base

You can access the AutoloMATE® knowledge base articles directly from the platform’s Help page or from the Support Portal. Articles are categorised to ease navigation. User management

  • If you cannot find the right page, type in your query and relevant articles will automatically be matched to your search.

Release notes

  • The knowledge base also includes notes on the changes included in each new platform version.

Request types

When using the AutoloMATE® Support Service Desk, there are three types of requests plus an “Other questions” category available to you:

– Suggest a new feature or improvement: for any suggestions of new features or general improvements to the application

– Report a bug: for issues related to application features and customer configurations (eBMRs)

– Technical support: for troubleshooting, general help with the platform, or service-related issues

– Other questions: any requests or questions that do not fit into the aforementioned categories

Upon selecting one of these options, please include any and all information that could help in resolving the issue, including detailed descriptions of the problem or request, screenshots or screen captures, or any other relevant information.

Response times

For all issue types apart from feature suggestions, response times will be determined by the Customer’s SLA with Autolomous.

You will be kept informed about any changes to your requests via email notifications, starting from when the request was first created.

Service response & resolution

Incident resolution

All incidents and requests logged as part of the Support Services are to be given a priority (P1 – P3) and Autolomous will work to achieve the response and resolution times as defined below:

“Response time” is defined as the time which Autolomous has, as part of the Support Services, to accept a “call” as genuine and requires investigation as an incident or to reject the call.

“Resolution time” is defined as the time which it takes, as part of the Support Services, from the initial placement of the call to when the “Incident” has been diagnosed, any underlying problem identified, and it is resolved or a mutually agreed workaround is implemented; where a more complex solution has been offered, the details and timeline for its implementation will have to be agreed within the resolution time.

Autolomous will use reasonable endeavours to rectify any issue within the proposed resolution time; however, where a resolution is not viable within the proposed resolution time frame, Autolomous will be responsible for informing the Customer in writing and within the resolution time frame of the suspected root cause and the time it anticipates that it will take to resolve the issue.

Platform availability

Autolomous will use reasonable endeavours to ensure that the Platform is accessible twenty-four (24) hours a day, seven (7) days a week, with a 95.0% targeted uptime during any calendar month (the “Platform Availability”).

“Unavailability” is defined as a condition in which the Platform cannot be accessed, excluding during the window for Annual Scheduled Maintenance, any Emergency Maintenance or any other downtime agreed between Autolomous and the Customer.

Each instance of unavailability is a “Platform outage”

If a “Platform outage” occurs, Autolomous will notify the Customer via email. This notice will include the reason for the Platform outage and the estimated time for restoration of the Platform if Autolomous knows this information when it gives the notice. Autolomous will also notify the Customer via email once the Platform outage is over and access to the Platform is restored.

Further options

Autolomous Support can also be reached directly via email at support@autolomous.com, however, it is recommended to use the Help Center service. This allows us to track enquiries from our customers and respond to them in a timely manner.

Further support options such as telephone support may be available to you depending on agreements between your organisation and Autolomous. Please refer to your system administrator or your organisation’s agreement with Autolomous for details on any such arrangements.