The Banook Group offers a multi-level support services.
A helpdesk (by phone or e-mail) is available 24/7/365 days from study set-up until study closure in the French , English and Spanish languages (other languages available on request).
The helpdesk in charge acknowledges the request immediately, sets out to clarify it (as needed) and address the issue within 4 hours. Any request needing a follow up with other services (study management, equipment, IT, etc….) is forwarded accordingly.
Banook Group helpline is staffed by trained people. Who are able to effectively and efficiently solve the most common problems faced by investigative centers (usually between 80 and 90% of requests).
The helpdesk will forward support requests to the appropriate group. The group to which the request is forwarded is expected to address it within one working day.
When a device or software problem is identified during the initial phone call that cannot be distant-solved, replacement devices are immediately shipped. A total of 10 spare machines is included in standard contracts. The devices are kept in the Banook Group warehouse and can be shipped instantly when needed.
Level #3: site intervention
When Level #1 and 2 cannot resolve the request, a member of Banook Group staff makes a site intervention.
The sponsor is contacted before any site intervention to validate the expenses linked to the travel and staff cost (travel expenses are charged back).
Spare device shipping (as described above) makes it possible to avoid Level 3 in almost all situations.