Even the most proficient users of MasterControl occasionally have questions about its specific features, functions or benefits. Technical support is the service provided by MasterControl to answer questions and provide solutions to customers using the software. MasterControl maintains several levels of support, ranging from online self-help via the customer website to one-on-one, in-person assistance. Our goal is to provide 100% customer satisfaction. The technical support program includes the Self-Service Web Portal, Maintenance Support Service, IT Training, MasterControl Installation and Custom Support Options. MasterControl products are supported according to several time-based phases: Mainstream Support, Extended Support and Ongoing Support.
Our consultants can assist you in the complete development of customized Performance Qualification protocols. Consultants begin the development process through the collection of the onsite configuration and usage procedures/work instructions for the MasterControl Quality Suite Application. The data collected will then be used to create a baseline protocol that covers Data Integrity, Security Integrity, and Electronic Approval Integrity testing from processes covering record creation, approval, and secure retrieval. Testing supports multiple sites and users performing simultaneous operations, proving both system stability and overall usage integrity. This service is normally contracted as a part of the PQ Execution process, providing a full Performance Qualification solution.
If you don’t want to go it alone, a consultant from the MasterControl Validation Services group can guide your test team through every feature and function of the MasterControl Quality Suite application. The protocols are based on industry standards and provide full traceability back to the feature definitions of the product’s Functional Requirements Specifications. They contain all of the necessary guidelines for both full validation and re-qualification testing for systems upgrades. IQ Execution, OQ Execution and PQ Implementation services are available.
MasterControl offers three types of GxP documentation services:
Pre-IQ/OQ Documentation Services: We develop the Validation project management documentation for you, defining the validation project activities, requirements and risks. The deliverables for this task include the Validation Plan, Risk Management Plan, and User requirements specification. Upon delivery, the validation professional will review the document contents with you.
Test Reporting Documentation Services: Our consultant will develop the Testing Summary reports and Final Validation report for the project. Included in this documentation delivery is a review of all of the testing and project milestone information for the creation of the IQ/OQ Test Summary Report, PQ Test Summary Report and Final Validation Project Report. Our validation professional will perform a basic general review of the document contents with the customer upon delivery.
Usage SOP Documentation Services: This service tasking is the development of the general usage SOPs for the project. Included in this documentation delivery is the development of the Systems Administration / Configuration SOP as well as the User Account Management SOP. In addition the Validation professional will perform a basic general review of the document contents with the customer on delivery.
MasterControl’s Upgrade Configuration Services will assist current MasterControl customers by providing the necessary knowledge and skills to quickly update, configure, train and plan the required validation and project activities needed to implement the newly upgraded features of the MasterControl system.
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