Contacts & Support

When the user experiences a difficulty or wants to report a problem with SOLO, the Solo Support team provides first level knowledgeable assistance to help the user get back to work.
 

For Marken internal users there is More Information about Solo under
Marken Hub                     - https://marken0.sharepoint.com/sites/InformationTechnology/SitePages/Solo.aspx 

Sharepoint GxP           - https://marken0.sharepoint.com/sites/SoloGxPDocs

The SOLO support team is the first point of contact for any questions the user may have related to the SOLO system.

The assistance offered may range from resolving the user problem over phone or by email, to scheduling a web session, or at its most extreme, arranging an 'on-site' visit.

In order to better track the requests, assign them to a specific person and give them the priority they deserve all SOLO users can directly submit a request by emailing
solo.support@marken.com.

A ticket will be issued and you will receive email notifications on every step. Once a ticket has been solved, the Solo Support team may close it.

Examples needing CTF-117 Solo Data Correction Request Form

• Correct Project code or Subproject Code

• Correct Subproject type or Warehouse before any product received

• Change Sponsor name for a few associated Projects, not for all Projects

• Correct Lot number or Kit number or Expiration Date in operation

• Replace wrongly selected Kit number

• Cancel Despatch after verified status and place units back to stock

• Delete unused verified Product

• Correct the selected Shipper in a reception

• Correct the selected Site in an operation

• Correct the selected product (Code, Name, Lot, Expiry Date) in operation

• Inventory correction needs exact details (Kit# or Qty) of inbound (RC, RT, WM) and outbound (DP, DT) operations involved

• Add more than 100 products to a subproject

• Remove more than 200 unused warehouse positions

• ...

Note: CTF-117 and Solo cannot not support status roll back (except when Control Data are empty what is classed a bug)

CTF-117 process cannot support the setup change un/check kit number when units were associated to that product