IBM Support

IBM Clinical Development and Trial Management

Product Support Details for IBM Clinical Development and Trial Management

Product List

Supported Language

US English

Contact Information

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
Email:
Live Chat:
Phone:
  • 888-500-4247 (US toll free)
  • Global numbers (see list below)
Global Support
Argentina
08002665178
Croatia
0800806096
Hungary
0680982575
Malaysia
1800885269
Romania
800400853
Switzerland
0800 001959
Australia
1800893370
Czech Republic
800050356
India
8000504052
Mexico
018002530535
Russia/Siberia
88003331702
Taiwan
0800868796
Austria
0800070214
Denmark
80251454
Ireland
1800818962
Netherlands
08000201724
Russia (Mobile Line)
78003311702
Thailand
1800294273
Belgium
80081889
Egypt
08000009401
Israel
1809344336
New Zealand
0508745698
Serbia
0800190967
Turkey
00800448821658
Brazil
08000474229
Estonia
8000044657
Italy
800902311
Norway
80054337
Singapore
18007231367
Ukraine
0800609183
Bulgaria
008001214450
Finland
0800417518
Jamaica
6302012
Peru
080078997
Slovak Republic
0800153183
United Kingdom
08005870445
Canada
888.500.4247
France
0800941076
Japan
0120929783
Philippines-Globe
Carrier

180087395279
South Africa
0800201810
Chile
800395478
Germany
08007244256
Latvia
80005490
Phillipines -PLDT
Carrier

180014411113
South Korea
0800055387
China
4006015375
Greece
0080044140618
Lithuania
880033421
Poland
800080171
Spain
900816528
Colombia
018000129648
Hong Kong
30174709
Luxembourg
80085175
Portugal
0800785031
Sweden
0201408108

Severity Definitions

Response Times Objectives and Rapid Response Definitions:
  • Response time objectives described herein are intended to describe CTMS Support’s goals, differentiated from those of any other IBM teams. They represent our target, not a guarantee of performance, unless specified otherwise in your contract with IBM.
  • Client will designate the severity for each request.
  • IBM and Client will validate such severity and mutually agree to any changes based upon the severity description.
  • For the Cloud Service, the incident "Response Time" is the elapsed time measured from the time the incident is reported to IBM Support by the Client.
Any tickets requiring rapid response will be escalated outside of normal tier support and designated as “Rapid Response.”
The term “Rapid Response” is applied to any ticket that meets the following criteria:
  • Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations.
  • The cause of the issue is or could reasonably be assumed to be a technical cause over which IBM has direct control. If during troubleshooting an issue is determined to be of an external nature, Rapid Response protocol will be disengaged.
Severity Definition Response Time
1
Critical business impact/service down:
  • Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations.
1-hour response time target (maximum)
2
Significant business impact:
  • A service business feature or function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines.
2 business hours
3
Some business impact:
  • Customer can continue with a workaround but impact may increase if a resolution is not forthcoming. A medium impact on a caller that involves partial or limited loss of non-critical functionality, but a workaround exists that allows for the continuance of normal operations.
4 business hours
4
Minimum business impact:
  • Customer does not need resolution to continue work; no impact is seen on the caller and they can await a resolution to continue work. Involves no loss in functionality or is a general usage question, including questions that reference product documentation or request enhancements.
1 business day

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.

Additional Information

Support Service Level versus Consulting:
  • Support shall be made available upon request from a customer, subject to payment of the fees specified in the applicable Order. There may be occasions where Support may not be able to answer all questions, but instead transfers incidents to other groups within the company. These transfers, if identified as being outside the scope of Baseline Support, fall under billable Consulting terms and require approval of the customer to proceed further. Clinical Development teams strive to identify issues that fall outside Baseline Support within the first 2 contacts between customers and our Support team.
  • IBM will offer 24-hour-a-day, 7-day-a-week support access for Tier I support and for any tickets that fall under Clinical Development Rapid Response terms. All Tier II or Tier III tickets, once designated as such, will be processed during normal business hours (9am-5pm Eastern Time, Monday through Friday, excluding US Holidays).
  • CTMS Support prioritizes work in order of incident severity, like most other IBM portfolios. The following table defines product-specific severity levels and targets for response to customers each time an incident is reported or status is requested.

Case Handling:
  • All client support issues will be documented within a support case.
  • Each case will be assigned a unique number for reference and a severity level that is based on the details within the case description.
  • Updates and client responses will be sent by e-mail and recorded in the case comments.

CTMS Support Tiers:
This section outlines the terms of Baseline Support versus consulting/services, and outlines which requests should fall under ‘reasonable effort’ basis.

Tier I Support:
Any ticket directly related to the application in which we can resolve with minimal troubleshooting. These tickets typically take under 45-60 minutes of effort by CTMS Support.
Tier I Sample Tickets Include:
  • Site navigation
  • Browser related
  • Searching for patient information
  • Creating search parameters
  • Documentation export
  • Determine escalation path to ether tier II or tier III
Tier I Exclusion Criteria include, but may not be limited to the following:
  • Solutions cannot be found within our online manual at the time of request
  • Any request requiring direct access to a study that the support personnel does not have access to
  • Any hardware troubleshooting (connection to internet)
Tier II Support:
Any ticket directly related to the application in which some troubleshooting is required.
Tier II Sample Tickets Include:
  • Budgeting/Financial items
  • Report Creation
  • Potential Training or Retrainings
  • Determine escalation path to tier III
  • Data interventions, in cases where normal application use has created duplicate or problematic data that is preventing users from performing necessary actions in the program
Tier III Support (Consulting):
Any ticket directly or indirectly linked to the application in which customer-specific scenarios are required to understand.
These tickets may be resolved same-day, or may require multiple contacts and business days to resolve.
Issues that typically require more than 60 minutes of work time to resolve are not considered ‘Support’ Tier I or Tier II for Clinical Development. Such tickets usually result in the customer being advised to seek Tier III guidance. Tier III guidance falls outside the scope of Baseline support and fees are charged for services rendered.
Tier III Sample Tickets include:
  • Training sessions
  • Business process or application best practice consultations
  • Data interventions to clean up previously entered data
  • Report Building consulting (consulting fees may apply once consulting is approved)
  • For more information on Tier III and Services Consulting, please see the governing Service Description for this product.

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Document Information

Modified date:
19 March 2021

Document Number

ibm16434253