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Operational Plan for HPTN sites using the LDMS

The following outline lists the responsibilities that FSTRF (Frontier Science and Technology Research Foundation) will provide to support the laboratories involved in the HPTN:

FSTRF will:

1. Assist laboratories with installing the LDMS program through a remote connection (typically an Internet link). Any new CTU that does not have the LDMS installed will fill out a web registration form  so that FSTRF will assign them a unique Lab ID number. FSTRF maintains contact information for each laboratory using the LDMS program.
    
2. Provide an LDMS User Manual and program guides.
    
3. Assist with (or take the lead, as necessary) in the resolution of LDMS related hardware, software, or computer communications problems that require expertise or that result from problems in the LDMS software. CTUs and FSTRF will rely on local IT or technical support for non-LDMS related computer issues, although FSTRF will provide guidance as appropriate.
    
4. Provide program updates to laboratories when necessary. Provide corresponding user manual changes and/or supporting documentation as they are issued.
    
5. Provide LDMS phone support for the following hours: Mondays through Fridays 7:30am - 6:00pm (EST).
   
   FSTRF will respond to email queries within 24 hours of receipt during weekdays or by the following Monday if received on Friday or over the weekend. FSTRF will respond to calls or emails to the LDMS pagers in real time. The LDMS User Support paging system is to be used for critical software issues requiring immediate attention (i.e. LDMS is not operable).
    
6. Set up and maintain the email group <hptn.ldms.usersupport@fstrf.org> JHU and FSTRF will use this group and other mechanisms to maintain close communications regarding the progress of the project and any problems that arise.
   
    
7. Maintain a Management Information System into which all phone calls and emails with comments, questions, or problems addressed to LDMS User Support or the HPTN email group will be logged and tracked to resolution. Using this system, FSTRF staff can categorize and report the volume and nature of the calls from HPTN sites as necessary.

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