Technical

This page explains how to contact support if you are a current customer and for prospective customers, explain the Clinical Force support model.

Current Customers

You should contact the super user at your company. The email address is in the mail icon in the CTMS toolbar along the top. The super user at your company should be able to resolve most of your questions. If he/she needs our help, the super user will contact our support team.

Support Model

The Clinical Force SaaS model means that our customers do not need internal IT support or CTMS servers. What about users questions and technical issues?

When deploying the CTMS to a customer, we train a one or more so-called “super users”. This person is the first port of call for user questions; referred to as “first line support”.

The super user is able to resolve all first line questions from CTMS users, such as login problems, security profile, accessing to particular CTMS reports as well as training related issues. The super user is also well placed to help colleagues with company specific questions about the company way of working, SOPs and study specific agreements. In other words, we believe that the super user model provides an ideal balance between knowledge of the customer way of working versus questions about CTMS functionality.

The super user model also ensures that our customers build up competence that allows largely self sufficient operation of the CTMS.

When an issue is encountered that requires technical expertise or troubleshooting, our support engineers provide rapid response according to the support contract.

  • Support relating to CTMS service access is provided 24 x 7
  • Non critical support issues are provided within the customer’s normal business hours.
  • Support also includes daily or weekly backups.
  • Optionally, SaaS can include customized service level agreements and hot standby systems located at multiple data centers if required by the customer.

Read further about the solution, sign up for a webinar to learn more or contact us for a free demo.

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