Infrastructure Support and SLA

Pilgrim provides 24 x 7 x 365 support for its infrastructures that host the customer applications and the databases.  We're constantly monitoring the application, database, etc. through sophisticated tools, and ensure that the infrastructure is kept up and running.

Validation

Since the 1990s, Pilgrim Software has pioneered electronic signatures, audit trail, and comprehensive validation scripts to meet U.S. and international industry and regulatory requirements, including the FDA’s 21 CFR Part 11 and GAMP4. Pilgrim’s applications are installed and maintained in validated environments using Pilgrim’s validation methodology, thus reducing the validation cost and time by over 80%.  Pilgrim SaaS model automatically removes the burden for customers to worry about having to be responsibe for IQ (Installation Qualification) and OQ (Operational Qualification) for the installed system.  As part of the subscription fee, customers receive the benefits of immediately having access to a validated system.  Pilgrim SaaS subscribers are provided with the OQ validation packs termplates that allows customers to rapidly tailor the PQ (performance qualification) using the supplied OQ scripts.

Change Control

Pilgrim follows a comprehensive and disciplined change control process, built on industry best practices, to account for the required changes. The changes are documented and maintained using Pilgrim’s own applications.  Pilgrim works with each of its SaaS customers to integrate their change control approach as part of the change management that a company is required to follow.

Integration

Pilgrim applications maintained in the SaaS model are integration ready.  Whether you want to simply synchronize master data from your internal systems or exchange transactional data, the application provides technologies that allow the systems to talk to each other easily, reliably and quickly.

Application Support

Pilgrim also provides for an application support option. This option allows for customers to leverage Pilgrim specialists to maintain the application configuration and provide for typical IT and Business Analyst-oriented tasks to be carried out by Pilgrim specialists who will get to know your systems well.

IT Services

Since, the solution is delivered via the Internet, Pilgrim SaaS completely eliminates installation and setup at your facility. Pilgrim provides implementation assistance for configuring and validating your application so your users can be up and running quickly, avoiding extended deployment cycles and added consulting and support costs.

As the application is hosted by Pilgrim, investment in expensive infrastructure and the on-going overhead of employing and training IT staff are no longer required. No local infrastructure means no headaches of upgrading aging technology or on-going maintenance, and affords complete protection from unforeseen expense spikes. With Pilgrim SaaS, IT initiatives can be focused on a direct line of business technology, substantially taking the burden off your internal IT staff.

Comparison Matrix of SaaS Model versus On-Premise Installation Model