Use Instructions

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MasterScope - Instructions for Use
Version 03.00 • Date 19FEB2020
ERT Customer Care Contacts
Available 24 hours a day, 7 days a week, year-round
ERT’s Global Customer Care team is always available to address any questions,
concerns or equipment needs. You can request immediate assistance by calling the
helpdesk team. Alternatively, send us an email or fax using the information below.
ERT’s Global Customer Care team is always available for technical support. A
trained specialist is standing by for your call now. Please be sure to have your
ERT study name, Portal account login or the ticket number for an existing case, if
available.
Call the ERT Helpdesk (not toll-free)
US Toll number: [phone]
German Toll number: [phone]
ERT Helpdesk Toll-Free (where available) numbers can be found on the ERT’s
website: www.ert.com/contact/contact-customer-care/
Contact us via ERT Portal
Click in the ERT Portal on “Contact Customer Care” and follow the instructions
on the screen to submit a helpdesk ticket.
Please note that the ERT Customer Care phone system logs the caller ID (phone
number) of incoming phone calls. The numbers are stored with a date and time,
and separately from any other call, ticket, study, site, or subject information,
in a separate password-protected database. If required, the data is used for
troubleshooting purposes and the generation of call metrics only, and is only
accessible by authorized ERT personnel who work in Customer Care. To avoid
disclosing a private telephone number, it is recommended to use a site-owned
phone to call in rather than a private phone. Alternatively, if needed, it is
possible to block the caller ID before calling.