REDCap Support Summary

Basic Stats

Basic Totals

Year	Total Completed Requests
2021	524
2022	1112
2023	966

This shows the basic breakdown of requests per week since the inception of the ticketing system.

Year	Num Weeks	Completed Requests/Week
2021	44	11.91
2022	52	21.38
2023	43	22.47

By System

Breakdown according to Standard vs. Validated system

Totals

Service	Total Completed Requests
Calendar Year 2021
Standard REDCap service	321
21 CFR Part 11 Validated REDCap service	138
Not Applicable / Don’t Know / Other	65
Calendar Year 2022
Standard REDCap service	604
21 CFR Part 11 Validated REDCap service	418
Not Applicable / Don’t Know / Other	90
Calendar Year 2023
Standard REDCap service	514
21 CFR Part 11 Validated REDCap service	356
Not Applicable / Don’t Know / Other	96

By Week

Service	Requests/Week
Standard REDCap service	28.22
21 CFR Part 11 Validated REDCap service	17.88
Not applicable / Don’t Know	2.80
Other	2.67

By Service Level

Breakdown according to Level of Request:

• Level 1: Typically password reset, account unsuspension
• Level 2: Variety of requests
• Level 3: Almost entirely Consultations and Part 11 migrations

Level	Requests/Week
Level 1 (i.e. new accounts, password reset)	22.85
Level 2 (i.e. Project setup, functionality assistance)	20.78
Level 3 (i.e. consult)	4.51
NA	3.69

By Service Level and Service

Service	Level	Total Completed Requests
Calendar Year 2021
Standard REDCap service	Level 1 (i.e. new accounts, password reset)	110
	Level 2 (i.e. Project setup, functionality assistance)	81
	Level 3 (i.e. consult)	67
	NA	63
21 CFR Part 11 Validated REDCap service	Level 1 (i.e. new accounts, password reset)	20
	Level 2 (i.e. Project setup, functionality assistance)	62
	Level 3 (i.e. consult)	29
	NA	27
Not Applicable / Don’t Know / Other	Level 1 (i.e. new accounts, password reset)	17
	Level 2 (i.e. Project setup, functionality assistance)	15
	Level 3 (i.e. consult)	13
	NA	20
Calendar Year 2022
Standard REDCap service	Level 1 (i.e. new accounts, password reset)	306
	Level 2 (i.e. Project setup, functionality assistance)	225
	Level 3 (i.e. consult)	66
	NA	7
21 CFR Part 11 Validated REDCap service	Level 1 (i.e. new accounts, password reset)	143
	Level 2 (i.e. Project setup, functionality assistance)	245
	Level 3 (i.e. consult)	24
	NA	6
Not Applicable / Don’t Know / Other	Level 1 (i.e. new accounts, password reset)	50
	Level 2 (i.e. Project setup, functionality assistance)	29
	Level 3 (i.e. consult)	8
	NA	3
Calendar Year 2023
Standard REDCap service	Level 1 (i.e. new accounts, password reset)	292
	Level 2 (i.e. Project setup, functionality assistance)	214
	Level 3 (i.e. consult)	5
	NA	3
21 CFR Part 11 Validated REDCap service	Level 1 (i.e. new accounts, password reset)	188
	Level 2 (i.e. Project setup, functionality assistance)	158
	Level 3 (i.e. consult)	8
	NA	2
Not Applicable / Don’t Know / Other	Level 1 (i.e. new accounts, password reset)	62
	Level 2 (i.e. Project setup, functionality assistance)	31
	Level 3 (i.e. consult)	1
	NA	2

Report Generated 2023-10-25 15:28:40.90572