An active Service Level Plan (SLP) entitles designated customer contacts to submit support requests and receive assistance for supported Visiopharm software products in accordance with the applicable service level commitments. Various tiers of SLP are offered and provide a range of customizable benefits designed to keep you supported and allowing you to maximize the potential of your Visiopharm software. Included in all SLP Tiers you will find:

• As-needed email and phone support
• Technical support via email, phone, remote session
• Pre-booked training sessions
• Access to the Visiopharm Customer Center
• On-demand E-learning resources
• Expected response/resolution times
• Software updates 

Higher tier SLP’s provide additional benefits such as:  

• Added pre-booked training sessions
• Priority response and escalation availability
• Visiopharm online Academy tickets
• Designated support specialists 

Customers with an active Service Level Plan (SLP) have access to Visiopharm technical support for software-related issues and questions concerning the Visiopharm platform.

Our support team can assist with troubleshooting, software configuration, licensing issues, and investigating unexpected software behavior. After reviewing your request, a Visiopharm Support team member will work with you via email, phone, or remote support as needed.

Examples of technical support items

• Software installation, configuration, and setup assistance
• Troubleshooting software issues and error
• Investigation of software defects (bugs)
• Licensing and access issues

Examples of services not included

• Product training and workflow consulting
• Custom application or algorithm development
• Implementation, upgrade, or migration projects
• User computing environments
• General IT support, including networks, operating systems, hardware, or third-party software
• Administration of customer-managed infrastructure and environments

If your request falls outside the scope of included Technical Support, we can help identify the appropriate service, such as Training or IT consulting support.

Customers with an active Service Level Plan have access to scheduled sessions with a Visiopharm Professional Services Application Expert. These sessions are designed to help users build proficiency, optimize workflows, and maximize the value of the Visiopharm platform.

Application support is primarily delivered through pre-booked sessions and focuses on user onboarding, image analysis guidance, workflow optimization, and continued learning of platform features and functionality. Basic questions around software functionality and workflow support may also be supported via email and e-learning resources.

Examples of application support & training 

• New user onboarding and orientation
• Guidance on image analysis approaches and best practices
• Workflow review and optimization recommendations
• Training on platform features, tools, and functionality
• User adoption and workflow efficiency guidance
• Recommendations for leveraging existing platform capabilities 

Examples of services not included 

• Custom application, algorithm, or workflow development
• Implementation or validation services

If your request requires technical troubleshooting or product issue resolution, our Support team can assist through SLP-included technical support. Requests requiring custom development or advanced consulting services may be addressed through a separate Professional Services engagement. 

Are Visiopharm’s products affected by the Log4J vulnerability?

No, Visiopharm products are not using the Apache framework and is thereby not affected. Please see further information about Log4J vulnerability here.

What are the minimum/recommended hardware specifications to run the Visiopharm Platform?

Prospective customers may reach out to their Visiopharm contact to request a copy of our latest platform system requirements and prerequisites. 

Current customers may find the latest requirements in the Customer Center, or please reach out to support@visiopharm.com for more information. 

What timelines are expected for my implementation and onboarding?

We deploy across a range of scenarios, each introducing unique variables and complexities affecting implementation times. However, your Visiopharm implementation team is standing by to act and implement as soon as possible and as soon as you will allow. Sample implementation and onboarding times are below based on the ideal customer experience:  

• Time to installation: 1-10 days
• Time to onboarding completion: 5-30 days 

Where can I install the Visiopharm Platform?

Visiopharm is a desktop application installed to any Windows machine. Installation may proceed via hardware on-premises, in cloud environments, or in hybrid models.

What if I have a support request, training-related question, or need project guidance?

The best way to reach us is via email by submitting your request to support@visiopharm.com. We will create a support ticket and respond as soon as possible.