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

Silver

Includes:

  • 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
 

Gold

Includes:

  • 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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