Repositive Host Information
The Repositive Cancer Models Platform is hosted on secure servers leased by Repositive and provided by Google Cloud. For further information on Google Cloud please visit https://cloud.google.com. The availability offered by Google Cloud for the Platform is as stated in https://cloud.google.com/terms. Repositive shall use reasonable endeavours to make the Platform available to the full extent of the availability offered by Google Cloud, and to avoid disruptions in accordance with our Service Support Policy.
Service Support Policy
In order to provide optimal first level support service to all, queries must be received by email to firstname.lastname@example.org
The Repositive Support Desk will provide the following support, based on a first level problem determination where:
- All issues will be recorded;
- User will be notified of issue receipt;
- Issues will be resolved or assigned to the appropriate specialist;
- Issues will be monitored;
- Users will be notified of commitment times and any problems that occur in meeting the established commitment;
- Problem resolution will be documented and available in report status;
Services will be provided between the hours of 9:00 a.m. and 5:00 p.m (UK time)., Monday through Friday, except holidays. During this period the Support Desk will be staffed
First level problem determination will be assigned using the following criteria:
- Number of customers affected
- Effect on business mission
- Context of problem
- Estimated solution time
- Application involved
- Frequency of problem
- Customer's sense of priority
- Customer's commitment level
- Availability of workaround
- Threat to data integrity or computer security
The following system will be used internally to prioritize calls and to give a response time commitment:
Critical - Immediate response: System Down
Urgent - Response within 2 hours: Business outage or significant customer impact that threatens future productivity.
Essential - Response within 4 hours: High-impact problem where production is proceeding, but in a significantly impaired fashion; there is a time-sensitive issue important to long term productivity that is not causing an immediate work stoppage; or there is significant customer concern.
Important - Response within 2 days: Important issue that does not have significant current productivity impact.
Monitor - Response within 5 days: Issue requiring no further action beyond monitoring for follow-up, if needed.
Informational - Response within 10 days: Request for information only.
The Customer will assign an internal liaison who is the technical point of contact between the Customer and Repositive. The liaison will also assist Repositive in the maintaining of correct data base information. To facilitate this, the liaison will inform the Repositive of any changes of staff (i.e. replacements).