Our Castor Impact Study Service Level Agreement (SLA)

This SLA applies to Castor Impact studies.
If you are not a Castor Impact Program user, please go here.

Castor EDC
Castor Impact Study Service Level Agreement

 

Your SLA includes:

  • Availability: 99%
  • Maximum resolution plan time critical functionality: 6 days*
  • Email response **
 

 

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

**Weekdays from 9:00am – 2:00am CET/CEST and from 3:00am – 8:00pm EST/EDT (excluding regional holidays)

 

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