Clinical Development and Trial Management Support

Product List

IBM Clinical Trial Management System for Sites, IBM Clinical Development

Supported Languages

French, German, Italian, Japanese, Korean, Portuguese,  Spanish, Traditional Chinese, US English

Contact Info

The IBM Customer Support team for IBM Clinical Development and IBM Clinical Trial management System for Sites can be reached using the following methods.

 

Web Portal: IBM Clinical Development (formerly eClinicalOS) Study Login

Emails: clindev.support@merative.com

Live Chat: Live Chat Online

Phone: 888-500-4247 (US toll free)

 

Global support:

- Argentina - 08002665178

- Croatia - 0800806096

- Hungary - 0680982575

- Malaysia - 1800885269

- Romania - 800400853

- Switzerland - 0800 001959

- Australia - 1800893370C

Escalation Process

If at any point in our service process you feel we are not meeting your needs, you may call our attention to your case. Visit the IBM Support Guide for the escalation process related to your offering.

Severity Definitions

Severity level 1

 

Critical business impact/service down: Business critical functionality is inoperable or critical interace has failed. This usually applies to a production environment and indicates an inability to access services reulting in a critical impact on operations. This condition requires an immediate solution. This usually impacts all users or a significant portion of users. (2 hours)

 

Significant business impact: A service business feature or function of the service is severely restricted in its use or you are in jeapordy of missing business deadlines. this usually impacts at least a subset of users rather than one individual.

 

Response time: 2 hours

 

 

 

Severity level 1

 

Critical business impact/service down: Business critical functionality is inoperable or critical interace has failed. This usually applies to a production environment and indicates an inability to access services reulting in a critical impact on operations. This condition requires an immediate solution. This usually impacts all users or a significant portion of users. (2 hours)

 

Significant business impact: A service business feature or function of the service is severely restricted in its use or you are in jeapordy of missing business deadlines. this usually impacts at least a subset of users rather than one individual.

 

Response time: 2 hours