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Product 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.
  • Premier—Premier support is available for all customers. The cost of Premier support is 25 percent of the total annual subscription price. It includes additional personal phone support.

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.

The 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 user forum provides a place for our customers to submit product questions and receive prompt feedback from the SureClinical user community and the SureClinical support team.

When you need additional assistance, you can open a support case directly from our Online Customer Support Service at support.sureclinical.com. 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

Contact Support

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