Support Services for Clinical Research
Our clinical research customers can choose from two levels of support – Enhanced and Premium – as outlined below.
|
Silhouette Support Enhanced (Minimum) |
Silhouette Support Premium |
|
| Level 1 Support | Sponsor/CRO | Support for approved site contacts |
| Level 2 Support | ARANZ Medical | ARANZ Medical |
| Priority 1 Respond/Restore | 6hrs/12hrs | 4hrs/8hrs |
| Service Desk Hours |
8 hours x 5 days Monday to Friday (Email and phone) Client time zone |
24 hours x 5 days Monday to Friday (Email and phone) US Pacific time zone |
| Software Updates Provided |  |
|
| Software Upgrade Support | |
|
| Remote Preventative Maintenance |  |
|
| Data Curatorial Services | Quote on request | ARANZ Medical (5 per month) |
| Data Transfer Services | ARANZ Medical (Monthly) | ARANZ Medical (Monthly) |
| Data Monitoring | Quote on request | Quote on request |
