Service Level Agreement (SLA)
The RPACT service level agreement.
Together with ten different pharmaceutical companies and CROs we worked out a standard service level agreement.
Please contact us if you are interested in this service level agreement. We would be happy to send you a copy of the document.
The RPACT Membership Matrix below shows the services, which are included or available as an option.
| RPACT Service | Inclusive Service |
|---|---|
| Service | |
| Free-of-charge technical software support via priority handling of written support requests to RPACT’s hotline, incl. product questions, feature requests, and development issues | |
| Access to the members area at www.rpact.com for an unlimited number of users | |
| Learning and training materials | |
| Annual one-day rpact package training meeting organized by RPACT (free-of-charge for unlimited participants) | |
| On-site or online rpact package training (free of charge for an unlimited number of participants; travel expenses for on-site training are billed separately) | |
| Access to best practice descriptions and real-world examples: customer exclusive vignettes | |
| rpact package validation and usability | |
| Get a copy of the formal validation documentation that is customized and licensed for exclusive use by your company | |
| Exchange your experiences within the user community (GitHub issues, regular user discussions, annual meeting) | |
| Perform an Installation Qualification of rpact (available exclusively for paying customers) | |
| Get support with the test of rpact development/beta versions | |
| Plan capabilities and extensions of the software functionality | |
| Provide feedback on usability in the drug development practice | |
| Options1 | |
| Technical expert service support on demand to answer regulatory questions related to the rpact package | |
| Setup of a validated user environment with integration of rpact | |
| Automation: implementation of frequent workflows/processes | |
| Customer adaptations: “private” extensions, e.g., R programs for customer-specific needs which use the rpact package | |
| Implementation of customer-specific sample programs |
Footnotes
Available at an extra charge↩︎