Service Level Agreement (SLA)

Pharmaceutical companies who signed our Service Level Agreement
Pharmaceutical companies who signed our Service Level Agreement


Together with ten different pharmaceutical companies and CROs we worked out a standard service level agreement for two different service levels (General and Prime):

RPACT Membership Matrix
RPACT Services Level of Service
General Prime
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 functionalities and usability Access to written know-how and documents dealing with the formal validation of the RPACT package    
Review user requirements specifications    
Review training material    
Test 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

The general membership costs just 5,000 € in the initial year and 2,500 € in the following years. The prime membership costs just 10,000 € in the initial year and 5,000 € in the following years.

Please contact us if you are interested in this service level agreement. We would be happy to send you a copy of the document.


CRO companies who signed our Service Level Agreement