Support

Discover the ways in which we offer environment and customer support for the CARA Platform.
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support

CARA Platform Support

4 layers

Support Portal

Users retrieve information from the Solution page available on the Generis Support Portal. The Portal includes information about product releases, future project plans, configuration manuals, user manuals, installation guides, common questions and known issues articles.

Level 1 Support

Lvl 1 support is your first point of contact. It’s responsible for acknowledging customer inquiries and gathering information to determine the issue, tracking and routing customer queries. Lvl 1 support provides solutions to basic access problems and known product issues.

Level 2 Support

The second line of the support procedure – experienced and knowledgeable members provide solutions to the problems that cannot be handled by Lvl 1 support. Lvl 2 consists of Configuration team members, Infrastructure, and Product developers.

Level 3 Support

Lvl 3 support resolves escalated issues and allocates additional resources as appropriate in case of urgent queries and outages.

We’re here to help

We aim to make the CARA Platform as user-friendly and streamlined as possible, but the occasional snag is unavoidable, so we make sure you can easily access the right support for any issues you may encounter.

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24-hour Support
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Training courses & videos
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Multi-lingual support
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Dedicated & experienced team

Latest Resources

What is Business Process Management :  Everything You Need to Know
30 May 2023

What is Business Process Management : Everything You Need to Know

Business Process Management (BPM) is a term used to describe a myriad of processes and has many connotations. And as…

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How Low Can You Code: The Power of Low-Code Configuration
24 May 2023

How Low Can You Code: The Power of Low-Code Configuration

For years, the development and management of software has been done using traditional programming languages and tools. But amidst a…

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Pharma& Chooses CARA Life Sciences Platform as Basis for its Regulatory, Quality, and Legal System

Pharma& Chooses CARA Life Sciences Platform as Basis for its Regulatory, Quality, and Legal System

Generis, creator of the cloud data, content, and business process management platform CARA, announces that pharma& has selected the CARA™…

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