Frequently Asked Questions
Here are some frequently asked questions about our eClinical trial forms processing system. Hopefully these will answer most of your questions but if you have any more complex questions or require further information, please don't hesitate to contact us.
What after sales support do you provide?
We have three types of support that we can provide to ensure your staff are empowered to get the most from eClinical.
Standard Support & Maintenance
Our standard technical support contract provides you with access to our permanently manned support desk during the hours of 9am - 5.30pm Monday to Friday, excluding public holidays. We have the experience and the resources to deal with any query you may have regarding your eClinical system.
We know that time is money so won't keep you waiting in an automated phone queue! In addition to this, as long as you keep your support contract current, we provide free updates to the eClinical software, including full version upgrades as and when they become available.
Platinum Support & Maintenance
We recognise the critical nature of your trials form processing. Remember: No data - no trial - no outcome. To ensure against extended downtime we can provide dial-in remote systems management or extended hours support if required.
Scanner Support & Maintenance
We can provide on-site support & maintenance for our range of scanners. We have four and eight hour response times available with guaranteed fix or replacement scanner within a further four or eight hours. The contract covers all labour and parts, excluding consumables.