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The label “help desk” falls short of conveying the scope and depth of knowledge found at the eClinicalOS (eCOS) Support Center. “Land of Insight” just might be more accurate.

It doesn’t matter how good a product is if the support behind it is lacking. That’s Business 101.

At Merge Healthcare, our business is to help you succeed. That’s why we make sure our Support Center is every bit as effective and efficient as our platform itself (which is a pretty tall order, for sure). And it’s also in part why eight of the top 10 CROs and eight of the top 10 pharmaceutical companies trust their studies to the eCOS platform.

We field all kinds of questions, from the ordinary (“How can I unlock an EDC capability when one of my users forgets his password?”) to the extraordinary (“How can I implement reporting most efficiently in a multi-site study?”). And our answers start the same way: “I’m glad you asked. I’m here to help, so let’s get started.”

When you connect with our Support Center, you can take advantage of:

  • 24/7/365 Level 1 support throughout your study
  • Expert eCOS-Certified Designers who can help with general questions, study design and real-time troubleshooting
  • A comprehensive, continually updated FAQ
  • An advanced ticketing system (Zendesk®) that offers insight into common eCOS customer issues and needs, which lets us respond more quickly and effectively to every query

The eCOS Support Center is much more than a typical (i.e., often-less-than-helpful) help desk. In addition to Level 1 support available around the clock, the Support Center offers ready access to eCOS-Certified Designers who know more than just the ins and outs of the platform. They have experience with every type of trial (pharmaceuticals and medical devices for sponsors, CROs and AROs), at every phase, in all major therapeutic areas, and in more than 82 countries.

You can connect with our support specialists in the way that best fits your needs — via phone, email, live chat, Twitter or in person. Plus, our pay-as-you-go model puts you in control of how you allocate resources for eCOS support.

And we offer local telephone support in more than 82 countries. Just visit eclinicalos.com to access a complete list.

No matter where you are in the clinical study process — and no matter how big or small your study — questions and challenges naturally arise. And when they do, you can count on the eCOS Support Center to be there every step of the way, from study design and launch to final analysis and reporting.

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