Get Support

How Study Personnel can get technical support from the TrialKit helpdesk

TrialKit Support Policy

The TrialKit support desk gets monitored at all hours, 24/7/365. Each incoming reported issue gets evaluated and prioritized according to a strict escalation process.

Crucial Data Solutions (“CDS”) will provide direct support via the Helpdesk to any person with an email domain that matches a company contracted with CDS, or any person reporting a technical system-wide issue with the TrialKit platform.

Issues or questions from sites or Sponsors whose studies are being managed by a 3rd party service provider, such as a CRO, should first go through that provider. CDS does not have project-level knowledge or permissions for involvement with study specific objectives.

How to Request Support

If the knowledge base articles via this site do not answer your question or issue, please open a support ticket via the button at the top of this page and fill in all required fields. Include as many details as possible, including a full screenshot if possible.

Study Participants

If you are a study Participant, please reach out to your site Coordinator or study contact provided when you were registered in the study. The TrialKit Support Desk will not be able to support study-specific questions.

Points to Assist with Efficient Support

When submitting a support request, the following info is necessary for optimal issue handling:

1. Topic summary in subject line

2. Study name (as named within TrialKit)

3. A full browser screenshot to help the support team get as much detail as possible. This prevents the need for wordy descriptions

4. Operational Impact

   • Level 4 - Issue with limited impact to objectives

     • General Knowledge inquires or How-Tos

     • Single user sign in issue

   • Level 3 - Application issue with moderate impact to objectives

     • Low percentage of users within a given study are impacted by a system behavior

     • Simple conditional logic on a form is not functioning as expected. Note: simple logic is any conditional action with 3 or less non-nested conditions on a form or field.

   • Level 2 - Serious degradation of application performance or functionality

     • Multiple users unable to accomplish key business objectives

     • A configuration that seemingly worked in the past is no longer functioning as expected

     • Data integrity could be at risk

   • Level 1 - Production application is down or a major malfunction affecting high number of staff or business stakeholders

     • Multiple users unable to sign in, access, or save critical data for business objectives.

Steps to submit an issue

1. Fill out a support ticket or submit an email to support@trialKit.com with the information listed above. Missing details could delay processing time.

2. Submit the issue to have a ticket created.

3. The TrialKit support team will reply within 24 hours. Timing of response and resolution depends on a combination of the Sender’s indicated impact and the support type outlined below.

Support Types

Each support request gets tagged with a type by CDS Support Team. Standard support is included with TrialKit. Advanced support is subject to billing per contracted terms of service.

Standard Support:

• General simplified inquiries about functionality

• Reporting of issues or possible defects which are not related to user-defined conditional logic

• Feature requests

Advanced Support:

• Guidance related to project-specific configurations

• Troubleshooting complex conditional logic or other configurations that relate to project’s specific objectives

• Requests for consultation where more experience is required to accomplish an objective

Grabbing key information from shortcuts

Here are a couple ways to grab helpful information for pasting into a support request, including study name, browser info, subject and form details: