Vodori's support and guidance does not stop when you launch. Whether you need to talk about your contract, make configuration changes, or get help, the Vodori team is on your side. Use the table below to determine the best channel based on the support you need.
| Category | Examples | Point of Contact | Channel(s) |
|---|---|---|---|
Basic product questions |
User has a question such as "How do I update reviewers on a workflow in progress?" or "How can I change my vote?" |
Self-Service |
|
New user training |
User needs introductory training and orientation to get started with the system. |
Self-Service |
|
Advanced product questions |
User has a question not covered by self-service content. For example "Why do I not see the expected custom field on the Details screen?" |
Support Team |
|
Product bugs/issues |
User is seeing an unexpected error message, having issues loading a workflow, or a feature is not working as expected |
||
Incident |
An unplanned interruption to or loss of Vodori services You believe your login credentials have been compromised or your system has been subject to a breach |
||
Integration or Connector bugs/issues |
An issue with a Vodori integration or installed Connector |
||
Integration or Connector management |
Change request related to an integration or installed Connector |
Support Team |
Email support@vodori.com or use Configuration Change Request form
|
Configuration management |
Customer is seeking clarification on customer-specific configuration or would like to submit a change request related to the configuration of the Vodori system or Portals |
||
SSO maintenance |
Changes to SSO provider, maintenance like periodic secret updates |
Support Team |
Email support@vodori.com |
Subscription management |
Purchase additional user licenses, discuss changing tiers or additional products, renewal inquiries, general contract/invoicing inquiries |
CSM |
Email your dedicated Customer Success Manager |
Customer success |
Discuss your MLR performance metrics, collaborate on proactive success planning, discuss the fit for Vodori for a new use case or need, request industry benchmarks for key performance metrics. |
||
Release information and validation documentation |
Review the latest product release notes and the system validation documents |
Self-Service |
Shared Responsibilities
Your role in ensuring the continued success of Vodori within your organization:
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User administration. Vodori does not add, remove, or modify user permissions. You are responsible for ensuring that users with access to Vodori are authorized, trained, and maintain their access per your organization's policies (e.g., annual re-certification processes).
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Enforce internal business processes. While Vodori provides the software platform, you are responsible for guiding your users and enforcing compliance with your specific internal Standard Operating Procedures (SOPs).
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Submitting configuration changes. You are responsible for recognizing when shifts in your internal processes require system adjustments, and for providing thorough requirements when submitting configuration change requests.
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Maintain training requirements. You are responsible for ensuring your users are properly trained, and re-trained as needed, on your organization's specific guidelines and processes within Vodori.
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Validation and UAT. You are responsible for User Acceptance Testing (UAT) and final approval of changes before they are promoted to the production environment by Vodori.
FDA electronic signature compliance (US Customers). While Vodori's platform supports 21 CFR Part 11 compliance, you are responsible for formally notifying the FDA (e.g., submitting a Letter of Non-Repudiation) that your organization intends to use electronic signatures as legally binding equivalents to handwritten signatures.
License compliance. You are responsible for ensuring that all authorized users access and utilize the platform in accordance with your software licensing agreement and our Terms of Use.
Service Level Agreements
A response from the Support Team is based on request priority:
- Business is halted: 4 hours
- Business is slowed down: 1 business day*
- Business is operating: 7 business days*
*Chicago (USA) and London (England) business hours
Configuration change SLAs are based on complexity. Once requirements are approved, most configuration changes are made within 3 to 10 business days.
For the full Vodori SLA, see https://vodori.com/sla
For CSM inquiries, your CSM will aim to provide a response within 48 business hours. Service times vary by request.
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