Customer Support

Support

Network Status

Global Help Desk

The AG Mednet Global Help Desk is available 24x7x365 to support users around the globe. All Global Help Desk personnel are employees of AG Mednet, are well-versed in the user-experience and have deep technical understanding of AG Mednet’s systems. As a result, approximately 95% of all Global Help Desk inquires are resolved during the initial inbound call. AG Mednet supports calls in a multitude of languages.

Global Help Desk Numbers

US Toll Free: +1-888-9-AGMEDNET (888-924-6336)
US Toll: +1-617-674-8135

Australia: +61.2.800.64624
Belgium: +32-0800-265-03
Chile: +56-2-8977246
China: +852.8120.6246
Czech Republic: +420-800-880-803
Denmark: +45-8082-0067
Finland: +358-0800-917-629
France: +33-0805-080250
Germany: +49-0800-183-0754
Greece: +30-800-848-1249
Hong Kong: +852.8120.6246
Hungary: +36-06-800-19532
Hungary (Budapest): +36-170-08579
India: +91-000-800-100-4562
Ireland: +353-1-800-901-657
Israel: +972-1-809-429373
Italy: +39-800-581-482
Japan: +81-050-5532-6551
Netherlands: +31-0-800-020-0721
Poland: +48-0-0-800-141-0265
Russia: +7-8-800-100-9429
Spain: +34-900-838241
Sweden: +46-020-888-545
Turkey: +90-00-800-113-9248
United Kingdom: +44.20.3287.5246

All other countries dial: +1-617-674-8135

For less urgent technical questions, please email us at: support@agmednet.com and we will reply within one business day.

Support

AG Mednet is committed to delivering the highest level of support to all users of its services. We provide 24x7x365 support to investigator sites, core labs and sponsors through a global call center as well as email. Additionally, AG Mednet proactively monitors all sites through the use of sophisticated network-monitoring technologies, and often solves issues long before users are aware of their existence. These support services, in addition to interactive training materials, troubleshooting guides and a comprehensive knowledge base provide our users with the fastest, most robust service in the industry.

User Training

To promote site compliance on electronic-image submissions, AG Mednet provides training support through a number of different venues.

Live Training: Depending on the trial needs, AG Mednet typically provides group WebEx training to the trial manager, monitors and sites. AG Mednet has additional training services that include one-on-one site and country-specific trainings.

Independent Training: AG Mednet provides a six-minute training video to credentialed users of the system. At present, the video is available in eight languages:

  • English
  • Chinese (Mandarin)
  • Korean
  • Japanese
  • French
  • Spanish
  • German
  • Russian

Training resources: AG Mednet provides trial-specific training resources to guide users through the trial workflow within the Desktop Agent. Additionally, AG Mednet provides standard reference documents to teach users how to access and use our technology and implement best-practice processes established through our experience as the industry leader in clinical trial image data collection.