Service Level Agreements (SLA)
The RPACT service level agreements.
Why RPACT’s SLAs?
Developed in collaboration with more than 20 leading pharmaceutical companies and CROs, our standard Service Level Agreements ensure you get reliable, expert support for rpact and crmPack right from day one.
Get access to priority technical assistance, unlimited user accounts, tailored training materials and exclusive best-practice insights - so your team can implement and validate rpact and crmPack workflows smoothly and confidently.
Interested? Contact us to receive our RPACT SLA template. Take a look at it to see its straightforward structure and discuss it with your team.
Below, the RPACT Membership Matrix highlights which services are included and which are optional add-ons.
| 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 connect.rpact.com for an unlimited number of users | |
| Learning and training materials | |
| Annual rpact or crmPack package training meeting organized by RPACT (free-of-charge for unlimited participants) | |
| On-site or online package training (free of charge for an unlimited number of participants; travel expenses for on-site training are billed separately) | |
| Unlock a suite of advanced RPACT Cloud features designed to streamline your workflows | |
| 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 and crmPack (available exclusively for paying customers) | |
| Get support with the test of rpact and crmPack 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 or crmPack packages | |
| Setup of a validated user environment with integration of rpact or crmPack | |
| Automation: implementation of frequent workflows/processes | |
| Customer adaptations: “private” extensions, e.g., R programs for customer-specific needs which use the rpact or crmPack packages | |
| Implementation of customer-specific sample programs |
Footnotes
Available at an extra charge↩︎