SUPPORTING SERVICES

Software-as-a-Service

With our web-based “Software-as-a-Service” model you rent our software as required, and do not have any upfront investment costs. We have Business Continuity procedures in place, ensuring continuous availability of application services for our customers. Our Vulnerability Management procedure enables continuous monitoring and follow-up on any potential security threat.

We offer hosting solutions both in the private as well as in the public cloud. Cloud services are hosted in the respective continent (Europe or US) according to the customer requirements

Service 24/7

For all our products, you can reach us for service requests or professional support (24/7) via our Hotline, via e-mail or via our Support Portal. We support you for all your product related questions, no matter if you are a ‘full service’ or an experienced ‘do-it-yourself’ customer.

When you call our hotline you don’t have to go through automated phone menu systems, but you immediately get one of our qualified Support Specialists on the phone.

For more information, call our Customer Support:

Regulatory Compliance

Our staff are fully aware of what it means to work in a highly regulated environment. Training in topics like GCP, ICH, Data Security, 21CFR part 11 take place on an ongoing basis. Our QMS ensures compliance with all relevant regulations.

In case you have specific requirements for the technical setup of our software, such as automated integration with other systems, our technical team can work with you to engineer the optimal solution.

Customer Success

XClinical offers fast, flexible and focused services ranging from ‘full service’ to ‘do-it-yourself’. Select the services you require and create the ideal mix of professional study setup, consulting and training services to meet your specific needs. Our Customer Success team can be responsible for all or just a subset of the points listed below, as required. For those points that you take care of yourself, we will, of course, continue to provide help and support.

A dedicated specialist will be assigned to your study. Because we are solely a software vendor, XClinical does not provide typical CRO services such as monitoring, data management, biostatistics, protocol writing, etc.