Our Service Level Agreements (SLAs)

For support on Castor serivces, you can choose between several service levels.

Castor EDC – Service Level Agreements

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)

**weekdays from 09:00am – 11:00pm CET/CEST and from 03:00am – 5:00pm EST/EDT

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

Castor eConsent – Service Level Agreements

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

 

Bronze

  • Availability: 99%
  • Email response within 12 hours*
  • Maximum resolution time critical functionality: 10 days
 

Silver

  • Availability: 99.5%
  • Email response within 8 hours*
  • Phone support
  • Maximum resolution time critical functionality: 8 days
 

Gold

  • Availability: 99.9%
  • Email response within 6 hours*
  • Phone support
  • Maximum resolution time critical functionality: 6 days

*weekdays from 09:00am – 11:00pm CET/CEST and from 03:00am – 5:00pm EST/EDT

Castor SMS – Service Level Agreement

We support your Castor SMS projects according to the following service level.

 

Bronze

Includes:

  • Availability: 99%
  • Email response time within 12 hours (average <2 hours)*
  • Phone support: only for Administrators and during European business hours (CET)
  • Dedicated customer success manager
  • Maximum resolution time critical functionality: 6 days
 

 

*weekdays from 09:00am – 11:00pm CET/CEST and from 03:00am – 5:00pm EST/EDT

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
Learn More