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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Deep dive into Castor at your own pace with our extensive library of videos, including monthly webinars. 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 less than 30 minutes during business hours in the following ways:

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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.

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Webinars

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

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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.

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Our Service Level Agreements (SLAs)

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

 

Bronze

Includes:

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

Silver

Includes:

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

Gold

Includes:

  • Up-time guarantee: 99.9%
  • Direct phone support during business hours
  • Email response within 6 hours* (average <45 minutes)
  • Advanced technical support: 8 hours per year**
  • Maximum resolution time critical functionality: 2 days***
  • Dedicated customer success manager

*CET business hours

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

***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)

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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