Service Level Agreement (SLA)
The RPACT service level agreement.
Why RPACT’s SLA?
Developed in collaboration with ten leading pharma companies and CROs, our standard Service Level Agreement ensures you get reliable, expert support for rpact 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 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 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↩︎