REDCap Service Desk SLA's

Owned by DaniellaG
Last updated: Sept 17, 2020 by Nishad Gulvady (Unlicensed)
2 min read

Please email support@sc-ctsi.org for REDCap Support.

  1. All REDCap tickets will receive an initial response within 1 business day, within normal business hours (9-5pm).

  2. REDcap support is generally for project account provisioning and troubleshooting.
    Meaning your project contains a technical issue. It is not for general functionality. We ask that you review the available redcap help resources both in and outside of the application. In the event that you are stuck, we are happy to help. However, priority will be given to tickets that address access issues, technical problems and matters of urgency. Feel free to drop in on Thursdays for additional support.

  3. REDCap support will not add users to your projects.
    This should be handled by the project owner to ensure user access reflects the approval granted in the IRB protocol.

  4. REDcap Support will not be responsible for granting additional privileges on a project.
    Privileges such as access to the full data set, add, delete, or rename records should be designated or performed by the project owner, or project personnel with the correct level of access to ensure user your project’s data integrity.

  5. Project Change approvals should be approved within 1 business day.
    Please email ddrago@usc.edu to expedite approvals. Please make sure you have access to the primary email in your REDcap account to confirm your approval of the project changes.

  6. IVIP Accounts for CHLA staff only (not faculty, fellows or residents) will be created within two weeks from the day the application is received and signed by the sponsor.
    All other departments, along with faculty, fellows, and residents should work through their USC study contact to facilitate IVIP access. IVIP requests routed through the REDCap team should not request anything more than access to REDCap on their form. Requests for email, VPN, or USC Card will be denied. If you require more than REDcap access, please work with your USC study contact.