Service Level Agreement (SLA)
The RPACT service level agreement for
crmPack.
Why sign a Service Level Agreement (SLA) for crmPack?
Developed in collaboration with four leading pharmaceutical companies, our standard Service Level Agreemen ensures you get reliable, expert support for 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 crmPack workflows smoothly and confidently.
Interested? Contact us to receive our crmPack SLA template. Take a look at it to see its straightforward structure and discuss it with your team.
Below, the crmPack 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 2 hours crmPack package training meeting organized by RPACT (free-of-charge for unlimited participants) |
|
On-site or online crmPack customers meeting and information about updates etc. organized by RPACT (free-of-charge for two participants per company) |
|
crmPack 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 crmPack |
|
Get support with the test of 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 crmPack package |
|
Setup of a validated user environment with integration of crmPack |
|
| Automation: implementation of frequent workflows/processes | |
Customer adaptations: “private” extensions, e.g., R programs for customer-specific needs which use the crmPack package |
|
| Implementation of customer-specific sample programs |
Footnotes
Available at an extra charge↩︎