Castor Customer Support

Reach your goals faster with expert help at your fingertips. Our world-class support team have enabled more than 30,000 users in 90+ countries to accelerate their research

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Quick and accessible expertise at your fingertips. Find step-by-step instructions 24/7 and learn how you can get the most out of Castor.

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Become a Castor Pro in just a couple of hours by completing our courses. Access essential knowledge about all Castor features for no extra cost. 

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Get the right support at the right time to answer all your questions. Access expert help in the following ways in less than 30 minutes during business hours (from 09:00 – 18:00 CET and from 08:00 – 17:00 EST):

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Tools & Resources

Maximize your team’s productivity with Castor’s easy-to-use toolkit and various resources.

Form Library

Get started quickly with your eCRFs by using pre-built templates for study and survey forms, calculation fields, and adverse event reports.


Register for an upcoming webinars or watch our recorded webinars to learn about Castor from our team of experts.

Blogs and White Papers

Get insights and opinions on the latest medical research and clinical practices, as well as regulatory changes in the medtech industry.

Our Service Level Agreements (SLAs)

You can choose from three service levels to support your projects.




  • Up-time guarantee: 99%
  • Maximum resolution time critical functionality: 6 days*
  • Email response within 12 hours** (average <2 hours)
  • Advanced technical support: 1 hour per year***



  • Up-time guarantee: 99.5%
  • Maximum resolution time critical functionality: 4 days*
  • Email response within 8 hours** (average <45 minutes)
  • Advanced technical support: 2 hours per year***
  • Direct phone support during business hours



  • Up-time guarantee: 99.9%
  • Maximum resolution time critical functionality: 2 days*
  • Email response within 6 hours** (average <45 minutes)
  • Advanced technical support: 8 hours per year***
  • Direct phone support during business hours
  • Dedicated customer success manager
  • Tailored onboarding and consultations
  • Pre-live study review
  • Configurable enforced 2FA & password rotation

*Includes system access; creation of study databases; storage, modification, and accessibility of data (resolution or suitable work-around provided; times provided according to best effort)

**CET business hours

***Includes support with creating calculations and automations; audit trail exports; study back-ups

Our Professional Services

Powered by our network of experts in clinical trial processes, we help customers reduce study build time, capture better data, and get to market faster.

  • eCRF Design
  • Study Build & Maintenance
  • Study Consultation
  • Study Validation
  • Study Migration
  • EDC Training
  • Data Management
  • Medical Coding
  • Integration Support
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