Training and Support: Global help desk support options based on your needs
Cmed Technology enables you to pick from two different ways to manage Timaeus based on your needs. Each of these includes its own support model:
Full-service global support with Timaeus-as-a-Service
Timaeus-as-a-Service customers do not have to worry about setting up a help desk to support staff and partners. Cmed Technology will do this for you.
Cmed Technology’s help desk includes professionals with clinical backgrounds. This means when you reach out via telephone or email for support you will receive assistance from someone who understands your needs as clinical trial professional—not just a “software user”.
In addition, Cmed Technology’s help desk is fully-integrated with its provisioning and training services. Help desk personnel will know when Operations is performing maintenance and adding capacity (even though this does not require downtime). In addition, they can maintain 21 CFR Part 11 compliance by assuring they only activate user accounts for those who have completed and signed-off on role-based training.
Integrated global support with Timaeus Enterprise
As part of its Timaeus Enterprise turnkey delivery, Cmed Technology will work with your customer service teams to transfer knowledge bases to enable them to support your staff and partners from your existing help desk infrastructure. In addition, we can show you how we have integrated our help desk services with technology operations and training to improve customer service and regulatory compliance.
