Support
Product Support
Managing clinical trials is complex enough – that’s why we offer our clients a range of product support services. Our subscription based offerings are designed to let you focus on managing your project, not on support.
SureClinical is committed to the success of SureClinical Collaborative Cloud community. We provide two levels of support to our community, including the following:
Standard—Standard support is included at no charge with all SureClinical subscriptions. Support includes 24×7 email and web support, as well as 8×5 english language phone support.
Premier—Premier support is available for all customers. The cost of Premier support is a minimum of 25 percent of the total annual subscription price. Packages are available for 20×5 multilanguage phone support.
Support Resources
Support Contacts
We provide a variety of resources to help you:
- Support home – Log a Support Ticket
- Email support: support@SureClinical.com
- Phone support 01-916-265-2000 (8am-5pm PT USA, M-F)
- SureClinical Product Support Policies
Product support is available to paid customers. If you need support and don’t have an account, please email us at support@sureclinical.com
Product Help
Help Knowledgebase
Our Help Knowledgebase is incorporated in our applications and platform. Here is how to access product help:
1. Login to your instance
2. Click on the ‘Help’ tab
3. Enter a search term in the search box or navigate the product help topic index
Product Training
On Demand Training Videos
SureClinical On Demand Product Training Videos and certification is incorporated in our applications and platform. Here is how to access on demand product training videos:
1. Login to your instance
2. Click on the ‘Training’ tab to access on demand training videos in the SureLearn portal
3. Select a training course or training topic of interest or search the product training topic index
Support Policies
Severity Levels
SureClinical Support Portal
All support activities begin in our portal and online help. We provide a variety of resources that help you answer product questions and resolve some support issues without opening a support case. These resources include:
- SureClinical Online Help: SureClinical online helps provides descriptions of the proper use and implementation of different features and functions within SureClinical.
- User Forums: Our private user forums provide a place for our customers to submit product questions and receive prompt feedback from the SureClinical user community and from the SureClinical support team. User forums are available via SureLearn.
When you need additional assistance, you can open a support case directly from our Online Customer Support Service here. We don’t limit the number of users who can enter support cases – we just want to connect you as quickly as possible to one of our knowledgeable support staff!
Product support is available to paid customers. If you need support and don’t have an account, please email us at support@sureclinical.com
Support Programs
Overview
Severity Levels
SureClinical defines severity levels according to the following schedule:
- Severity Level 1 (S1)—A S1 issues is when the SureClinical Cloud is down when online and connected to an Internet service provider.
- Severity Level 2 (S2)—A S2 issue is when a critical software function is impaired and/or not functioning according to specifications.
- Severity Level 3 (S3)—A S3 issue is when a non-critical software function is impaired and/or not functioning according to specifications.
Severity 1: When Production Goes Down
We understand that our SureClinical Collaborative Cloud is the key to conducting your study – and every minute that our Cloud is down potentially delays the introduction of a life-saving therapy. When you report a S1, we’re not going to debate it – we’re going to respond. For this reason, every S1 issue receives a 1-hour response, 24/7 from our on-call team, which is notified immediately.
SureClinical Standard
SureClinical Standard Support is available to all customers that have a current subscription agreement with SureClinical. Our service level commitment for our customers is included in the table below:
| Response Time | Business Hours | Phone Support | Case Management |
| Severity Level 1 | 24/7, M-F | Yes | Unlimited |
| Severity Level 2-3 | 8AM – 5PM, PT 9 Hours, M-F | No | 25 per year, Online Support Portal and email |
SureClinical 24/7, toll-free phone support covers only S1 issues (production down). If we find that an issue is not Severity 1, we will handle it according to our Standard Support, which is two business days. Please keep in mind that there is no guaranteed response time for support cases submitted via email.
SureClinical Premier
SureClinical Premier Support is available to all customers that have a current subscription agreement with SureClinical and have paid for our Premier Support service. Our service level commitment for our Premier Support customers is included in the table below:
| Response Time | Business Hours | Phone Support | Case Management |
| Severity Level 1 | 24/7, M-F | Yes | Unlimited |
| Severity Level 2-3 | 8AM – 5PM, PT 9 Hours, M-F | Yes | Unlimited, Online Support Portal and email |
As a SureClinical Premier customer, you may open any level of support case by phone. SureClinical 24/7, toll-free phone support covers only Severity 1 issues (production down). If we find that an issue is not Severity 1, we will handle it according to Premier Support, which is eight business hours.
SureClinical
The Fastest Path to Success
Customers and Users
