Training Videos
The videos below provide training on accessing and using PACE. If you have trouble playing them in your web browser, please try using the download links below each video to watch offline in your video player of choice.
| Video Subject | Link |
|---|---|
| Requesting PACE | Click Here |
| Launching PACE | Click Here |
| Finding Software in PACE | Click Here |
| Collaborating in PACE | Click Here |
| Importing and Exporting Data in PACE | Click Here |
| Requesting Honest Broker Services | Click Here |
PACE Information
For information about data classifications and Duke Services, click here.
For a quick brochure on PACE and its capabilities and tools, click here.
PACE Support Description and SLA
This support plan is for all PACE users across the institution. Support availability and response times will vary depending on the type and complexity of a request. The following table summarizes the offerings
| Support Offerring | Standard Support |
|---|---|
| Availability for General Inquiries | Business Hours |
| Availability for Incident Reports | Business Hours |
| PACE Initial Response Times | Next Business Day |
| Web/Service Now | Get IT Portal |
| Honest Broker Request: De-identified (Plots, Charts, Tables, etc.) | Next Business Day |
| Honest Broker Request (Data): PHI or LDS that requires HB to review the study's approved IRB protocol | Delivery time will depend on the complexity of the request. |
| PACE Account Provisioning with Compliance Checks (Background Check Not Included) | Up to 2 Business Days |
| Duke Background Check (if not completed during HR onboarding) | Up to 10 Business Days |
| Add software application to PACE | Delivery time can vary significantly depending on the complexity of the security evaluation, and the licensing situation. |
| Fulfillment of project folder request | 1 - 5 Business Days |
Definitions
- "Business Hours" are 8AM-5PM
- "Business Days" are Monday through Friday, excluding Duke Holidays.
- An "Incident" is an occurrence during which end users’ use of PACE services is adversely impacted.
User responsibilities
User is responsible for using PACE according to the training (follow this link for training). Delayed response from users to PACE Service Team communications will result in delayed response.
Support requests
Users submit support requests completing a PACE Service Now Request. Users will receive a system-generated response within minutes containing the ticket number and a direct link to the ticket.
Communications
Tickets
Communications between PACE support engineers and Users are conducted using the ticketing application, which maintains a time-stamped transcript of communications, and sends emails to Users and PACE staff as tickets are updated.
Response time
PACE support team shall use their best efforts to respond in a timely fashion.
Response times
PACE support team commits to acknowledging receipt of a support ticket within the next Business Day following submission of a support request.
Incident reporting
The PACE support team will respond to the report of an Incident by troubleshooting the cause(s) of the Incident and resolving them or providing workarounds, if possible. Users should submit incidents either through Service Now (or Get IT Portal) or by dialing (919) 684-2243 and pressing 4 for Research Support and Navigation.
Helpful Resources
PACE-Related Policies
Policies related to PACE can be found on the Duke Office of Clinical Research (DOCR) website.