Quality and Reliability
“For a medium sized CRO like us it is essential to avoid downtime during any system maintenance activity. Updating our current OC/TMS/RDC installation to the latest versions including the RDC HTML version was therefore a really challenging problem.
Using the rapidLIVE approach we managed to update our complete environment starting on a Friday afternoon and being live again on Monday, and this included the effort to exchange our complete hardware environment to meet our new corporate standards.
For our end users it meant almost zero downtime and a seamless transition, for our IT team a hugely reduced effort, for our QA team well tested validation documents and for our management team the availability of an additional RDC version for a very reasonable price.
“rapidLIVE update” provided exactly the solution we were looking for and which we could find nowhere else”
Peter Lipczak, Cyncron
Service Contracts
Vendor support is typically focused on managing issues and bugs; so in addition we offer maintenance contracts for functional and technical support.
In our experience we know that it's often the case that users need help with practical issues, for example when setting up procedures or designing CRF pages or understanding error messages and warnings.
User Support
We have an on-line support system to help with these kinds of problems. For a flat monthly fee you get a certain number of tickets that can be used to log an issue.
Interim Patch Management
As Oracle releases i-patches between major releases it is important to analyse each of these and determine if the patch is required. We do this for all patches that are released and provide a detailed description of the issues addressed (with a risk analysis) together with an Installation Qualification and User Acceptance Test. Together these documents allow you to understand if you need to apply a patch and if so to then easily install the patch and test it. This service is available for a flat monthly fee.