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Service Level Agreement

Description of Service

REDCap at UC Berkeley is available at https://redcap.berkeley.edu/ and hosted by UC Berkeley on Amazon Web Services. Service and operations support for REDCap is provided by Research, Teaching, and Learning (Research IT & DevOps) including:

  • Hosting REDCap in a UC Berkeley approved P4 infrastructure.

  • Performing daily backups of REDCap database that are maintained for 30 days.

  • Providing consulting on REDCap functionality and features to users.

Service Hours and Availability

REDCap at UC Berkeley is continuously available, barring service upgrades and maintenance windows. Due to current funding and staffing, our service team support is typically limited to business days/hours (Monday - Friday, 9-5pm Pacific). Users may report any issues and requests for service to redcap@berkeley.edu.

Service Upgrades, Maintenance, and Downtime

The UC Berkeley REDCap service team maintains the Long-Term Support (LTS) version of REDCap, which has major updates generally twice a year and more frequent regular updates to address bug fixes and security patches. users should not rely on having access to REDCap during the maintenance window(s) if maintenance is scheduled.

Major Upgrades

REDCap releases major upgrades twice a year. Each major upgrade provides additional features and fixes. Below are the change log / release notes, requires CalNetID to view.

Standing Monthly Maintenance

  • The first Tuesday of each month 7am-9am Pacific Time REDCap will be unavailable for routine mainteance.

  • Please make alternate arrangements if you need to work with the system or have scheduled automated tasks during that time frame.

  • The service team will plan to send a remind about one week before the regular monthly maintenance window.

Scheduled Out of Cycle Maintenance

Ocassionally, out of cycle maintenance downtime will be required. The service team will aim to provide at least 24 hours notice to users about the downtime. And where possible we will aim to perform the maintenance on a week day between 7-9am.

Warning

In the advent of a "critical level" security patch, the service team may have to immediately shutdown access to the system with little to no notice to users.

Service Governance and Security

UC Berkeley REDCap is approved for collection or capture of P4 level data as defined in the UCB Data Classification Standard. This includes data that may be subject to laws and regulations such as HIPAA or GDPR.

Advisory

REDCap at UC Berkeley is not compliant with 21 CFR Part 11 in regards to e-consent or other expectations included in the regulation. If you have further questions regarding this or want to use REDCap to support 21 CFR Part 11 compliance, please contact redcap@berkeley.edu

Users should report suspicious activity or suspected security incidents to the service team as soon as possible through email: redcap@berkeley.edu

Cost of Service

REDCap and a basic level of support is currently offered at no cost to UC Berkeley researchers. If you plan to make extensive use of REDCap (for example, to support data collection for multi site collaboration; or as the primary, long term data collection platform for an institute/center), please contact redcap@berkeley.edu to make sure we can adequately support your needs.