Our Commercial Service Level Agreements (SLAs)

For support on Castor services, 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:

  • Availability: 99%
  • Maximum resolution plan time critical functionality: 6 days*
  • Email response within 12 hours (average <2 hours)**
  • Advanced technical guidance: Can be purchased separately***
  • 24X7 basic phone support****
 

Silver

Includes:

  • Availability: 99.5%
  • Maximum resolution plan time critical functionality: 4 days*
  • Email response within 8 hours (average <1 hour)**
  • Advanced technical guidance: 6 hours per year***
  • 24X7 basic phone support****
 

Gold

Includes:

  • Availability: 99.9%
  • Maximum resolution plan time critical functionality: 2 days*
  • Email response within 6 hours (average <45 minutes)**
  • Advanced technical guidance: 12 hours per year***
  • 24X7 basic phone support****

*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)

***Includes support with creating calculations and automations; audit trail exports; study reviews and consultations

****24X7 basic phone support is to be used for reporting critical issues that require escalation (i.e., Castor EDC application outage) and to be used for basic issues (“how to” questions, access management, password help, etc.) Phone numbers can be found here.

Castor eConsent – Service Level Agreements

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

 

Bronze

Includes:

  • Availability: 99%
  • Email response within 12 hours (average <2 hours)*
  • Maximum resolution plan time critical functionality: 10 days**
  • 24X7 basic phone support***
 

Silver

Includes:

  • Availability: 99.5%
  • Email response within 8 hours (average <1 hour)*
  • Maximum resolution plan time critical functionality: 8 days**
  • 24X7 basic phone support***
 

Gold

Includes:

  • Availability: 99.8%
  • Email response within 6 hours (average <45 minutes)*
  • Maximum resolution plan time critical functionality: 6 days**
  • 24X7 basic phone support***

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

**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)

***24X7 basic phone support is to be used for reporting critical issues that require escalation (i.e., Castor eConsent application outage) and to be used for basic issues (“how to” questions, access management, password help, etc.) Phone numbers can be found here.

Castor Connect – Service Level Agreements

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

 

Bronze

Includes:

  • Availability: 99%
  • Email response within 12 hours (average <2 hours)*
  • Maximum resolution plan time critical functionality: 10 days**
  • 24X7 basic phone support***
 

Silver

Includes:

  • Availability: 99.5%
  • Email response within 8 hours (average <1 hour)*
  • Maximum resolution plan time critical functionality: 8 days**
  • 24X7 basic phone support***
 

Gold

Includes:

  • Availability: 99.8%
  • Email response within 6 hours (average <45 minutes)*
  • Maximum resolution plan time critical functionality: 6 days**
  • 24X7 basic phone support***

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

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

**24X7 basic phone support is to be used for reporting critical issues that require escalation (i.e., Castor Connect application outage) and to be used for basic issues (“how to” questions, access management, password help, etc.) Phone numbers can be found here.

Castor SMS – Service Level Agreement

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

 

Bronze

Includes:

  • Availability: 99%
  • Email response within 12 hours (average <2 hours)*
  • Maximum resolution plan time critical functionality: 6 days**
  • 24X7 basic phone support***
 

 

*Weekdays from 9:00am – 6:00pm CET/CEST (excluding regional holidays)

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

***24X7 basic phone support is to be used for reporting critical issues that require escalation (i.e., Castor SMS application outage) and to be used for basic issues (“how to” questions, access management, password help, etc.) Phone numbers can be found here.

 

Additional Commercial SLA Provisions

  1. Unless Client has specifically purchased the Silver or Gold service level (as indicated in a Quote or Service Order), the standard Bronze service level will be applicable. The service levels shall be interpreted as follows:
    • “Availability” means the amount of time in percentages, as measured over the course of each calendar year during the term of this Agreement, wherein the Services were available for access and use by Client and its Authorized Users over the internet and operating in material accordance with this Agreement, excluding unavailability as a result of any of the exceptions described below in this Annex.

For additional provisions surrounding our SLAs, please click here.