Support
We developed XB-BIS to impact human health by delivering solutions and services which support researchers and clinicians in identifying, discovering, and analyzing genomic and phenotypic data for patterns which lead to successful treatment strategies and practices. TransMed Support Services are an important element of your continued success.
Our support services cover the full TransMed XB-BIS solution, including the XB-BIS application, System Architecture Services, ETL Customization Services, Client Enablement Services, and Scientific Analysis Services.
TransMed Support Services are available directly from TransMed and select partners.
| TransMed Support Services | ||
|---|---|---|
| Support Methods & Availability | Standard | Premium |
| Telephone Support | ● | ● |
| Direct E-mail Support | ● | ● |
| Remote Access Support | ● | ● |
| Knowledgebase Access | ● | ● |
| On-Site Support | ● | |
| Support Hours | 9AM-5PM (Mon-Fri) | 24x7x365 |
| Responsiveness | ||
| Initial Response Time | 2 hours | 30 minutes |
| Software | ||
| Major Software Releases | ● | ● |
| Minor Software Releases | ● | ● |
| Service Packs | ● | ● |
| Hotfixes | ● | ● |
TransMed offers multiple ways of interacting with our support team:
| Support Method | Description |
|---|---|
| Telephone | Contact TransMed Support via phone at 650-584-3316. If a service technician does not answer, leave a voicemail and one will get back to you within the initial response time that corresponds with your level of support. |
| The TransMed Support team can be e-mailed at support@xbtransmed.com. Whether you're experiencing technical difficulties or just have general questions about XB-BIS, e-mailing TransMed Support is the quickest and most convenient contact method. | |
| Remote Access | The next best thing to on-site technical support. TransMed offers remote access support to all of our customers. Remote access support works by providing Transmed with a secure connection into your TransMed XB-BIS application so we can do all the work for you. |
| Knowledge Base | The TransMed Support Knowledge Base is a repository of issues or questions pertaining to TransMed XB-BIS and their corresponding solutions. |
| On-Site* | TransMed offers on-site support for situations where the customer prefers to have a trained expert handling the task and remote access isn't possible or is insufficient. |
*TransMed onsite support is only available to Premium Support customers. However, onsite hardware replacement is covered by all Support agreements as long as support contract is current.