Together with ten different pharmaceutical companies and CROs we worked out a standard service level agreement.
The RPACT Membership Matrix shows the services, which are included or available as an option.
|Service||Free-of-charge technical software support for written support requests to RPACT´s hotline, incl. product questions and development issues|
|Free-of-charge technical software support via priority handling of written support requests to software owners hotline, incl. product questions, feature requests and development issues|
|Learning and training materials||Annual one-day rpact package training meeting organized by RPACT (free-of-charge for 2 participants)|
|rpact package training at a company site (free-of-charge for unlimited number of participants)|
|Access to extended manuals, best practice descriptions and additional examples|
|rpact package validation and usability||Get a copy of the formal validation documentation that is customized and licensed for exclusive use by your company|
|Get access to the members area at www.rpact.com|
|Review specification documents and training material|
|Test rpact beta versions|
|Plan capabilities and extensions of the software functionality|
|Provide feedback on usability in the drug development practice|
|Options*||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|
|Customized design of the rpact package: company internal graphical user interfaces (GUI) with forms for the most frequently used rpact functions|
|Automation: implementation of frequent workflows / processes|
|Customer adaptions: "private" extensions, e.g. R programs for customer-specific needs which use the rpact package|
|Implementation of customer-specific sample programs|
* Available at an extra charge
Please contact us if you are interested in this service level agreement.
We would be happy to send you a copy of the document.