Terminology Definitions

Is the content authoring/editor tool in scope for this SLA.

Anthill is the Arcane™ Service Owner and is the Document Owner and is responsible for facilitating regular reviews of this document.

Agencies refers to external partners that a client uses for creation of material such as CLM and/or Approved Emails.

Is an abbreviation for Application Programming Interface, which covers how data are being accessed and manipulated.

Is an abbreviation for Amazon Web Services, the Cloud Provider used by the Service Provider.

Defines the different types of system changes that can be made. Change Requests covers both bugs and larger system upgrades. Depending on the change request type, different approval flows are specified.

All improvements under continuous improvements are applicable for Customer aligned with the IT Service Provider's service operations and delivery process, to ensure business continuity of the IT Service.

Defines who the customer is, and what their key responsibilities are within Arcane™. This cover; Service Transition Lead, Product Owner (Super User Admin), and End Users. Service Transition Lead is responsible for the transition of several services into operations. The role ensures successful handover to teams in operations making sure they have the knowledge and skills are up to speed to enable a smooth transition. The Product Owner delivers business value and communicates prioritized business requirements to the team. End Users are the persons who ultimately uses, or is intended to ultimately use, the Arcane™ tool.

DAM is an abbreviation for Digital Asset Management. It is the capability of how an organization manages global and local digital assets (such as: images, videos, re-usable content etc.) for branded, consumer-facing materials at scale and with a governed structure for those who need to use the materials for various activities.

The Document Owner is The Arcane™ Service Owner, which is Anthill.

Any period of time when end users are unable to login to their instance.

The date when the document comes into effect.

An online cloud-based customer service software providing Anthill support portals and knowledge base for clients on Arcane™.

Arcane™'s preferred Internet browser is Google Chrome, developed by Alphabet Inc.

General questions, suggestions for continuous improvement, IT related incidents (turns into logging of new issue by IT Service Provider).

Technical related issues: user configuration & set up, integration, bug, other technical issues that escalates into a problem.

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.

Defines who the IT Service provider is. Anthill has this role in the Anthill ITSM setup and acts a 3^rd. level support. This covers the solution ownership, Arcane™ Service Owner, Arcane™ Service Level Manager, Customer Account Owner.

Defines who the IT partner is, and what their key responsibilities are within Arcane™. The IT service partner covers IT system ownership, and 1^st and 2^nd level support.

Is a CRM platform developed by IQVIA. OCE stands for Orchestrated Customer Engagement.

Is an abbreviation for Quality Assurance.

Escalation of one or several issues where patterns show severe software, network and/or security problem related to Arcane™.

Primary stakeholders are defined by being: Customer, IT Service Provider and IT Partner.

Releases are defined by minor or major releases. Depending on the release types, these are released with different frequencies, and requires different approvals flows, which is specified in the document.

A sandbox is a digital playground/environment where a selected number of users/testers of a system can try out/test the functions of a system.

Refers to the different levels of service support i.e., L0, L1, L2, L3. Details about this is written in the document.

Details the service parameters which are the responsibility of the Service Provider.

Service Availability covers which and how support processes are handled, post go-live phase.

Service Operations happens after Service Transition and covers the post go-live phase.

A Service Provider (SP) provides organizations with consulting, legal, real estate, communications, storage, processing. Although a service provider can be an organizational sub-unit, it is usually a third party or outsourced supplier, including e.g. telecommunications service providers (TSPs), application service providers (ASPs), storage service providers (SSPs), and internet service providers (ISPs). Anthill acts as an application service provider in this respect.

All incoming requests from users logged by an ITSM platform for organized tracking, monitoring, analysis of request types.

Service Transition covers knowledge transition phase and happens before go-live.

Service Level Agreement. Describes provisioning of IT services required to support and sustain the product or service.

The Service Level Management. Describes the ITSM processes for managing the service levels and target objectives of the IT Service. Can be found at https://docs.activator.cloud/docs/SLM .

Defines stakeholder's role and who they are and their responsibilities. Under stakeholders you will find Customers, IT Service Providers, Agencies and IT Partners. Anthill has the role as IT Service Provider regarding Arcane™(TM).

Veeva is a third-party company that develops and sells various software primarily to the Pharma sector. Some of these software's includes Veeva CRM, and Veeva Vault.

Veeva CRM is the Customer Relationship Management system used to capture, manage and analyze target audience data to provide improved experiences and more relevant messages to target audiences.

Veeva Vault is a content management platform and suite of applications and add-ons to provide life science companies to manage digital assets and data in one central place. Managing content in one central place helps to improve efficiency in distribution of assets and gaining insights about target audiences (i.e.: HCPs).

Veeva Vault PromoMats is a content management platform, that contains the promotional material. Arcane™ is connected to Veeva Vault PromoMats. Veeva Vault PromoMats is built on Veeva Vault.

Is an abbreviation for User Interface