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IUCLID customer, network and service support explained

Support is included free of charge with all IUCLID instances, from pre-sales through to technical migration and core service alterations.

We maintain a 24x7 customer support network as far as accessibility, meaning we pro-actively monitor your servers connection and operation, making sure it is available for use remotely in line with our Service Level Agreement. We will answer urgent questions regarding service availability at any time, day or night; however customers with non-urgent queries will be answered during our normal office hours of 8AM to 6PM, Monday to Friday.

Please bear in mind we are not responsible for the configuration of your IUCLID environment past the accessibility level. This means we will make sure your system is online, secured and updated as necessary, as well as performing data rollbacks/recovery if ever needed. We are not responsible for adding users, chemicals or other software level information.

Netwise Hosting are partnered with an experienced company who are able to advise on all apects of IUCLID data entry and REACH requirements, if you would like to explore this option in more detail then please contact one of the Netwise Hosting team.

If you have a support query at any time, then please raise a Support Ticket in your control panel, as direct emails may not be answered if an out of hours response is required.

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