AG Mednet is committed to deliver the highest level of support to all users of the network. We provide 24 x 7 x 365 support to investigator sites, core labs, sponsors, and teleradiology clients through a global call center as well as email. Additionally, AG Mednet proactively monitors all sites connected to our network through sophisticated network monitoring technology, and generally solves most issues long before users are aware of their existence. These support services in addition to interactive training materials, troubleshooting guides and a comprehensive FAQ base provide our users with the fastest, most robust service in the industry.

Advanced Technical Support

AG Mednet Advanced Technical Support addresses second tier issues from 8:00am to 6:00pm EST. Typically these issues involve image workflow or custom integration support with core lab or sponsors. AG Mednet works together with customers to identify the issue and a resolution.

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 a group WebEx training to the trial manager, monitors, and sites. AG Mednet has additional training services that include one-on-one site support and country specific trainings.

Independent Training: AG Mednet provides a 6 minute training video to credentialed users of the system. At present, the video is available in English, Chinese (Mandarin), Korean and Japanese.

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 network technology as well as implement best practice processes established through our experience in dozens of trials as the industry-chosen preferred image transport solution.