Customer Support

GlobalSubmit is committed to providing the highest level of customer support. Our support team is available to help resolve a host of issues including, but not limited to, software usability, configuration, access and performance. We can also assist in more complex matters such as system validation and eCTD system migration. Visit the Product Services page for more information on these services.

Standard Support

Standard customer support is available from 10 a.m. – 7 p.m., Eastern Standard Time, Monday-Friday, with the exception of company holidays. Comprehensive support outside of normal business hours is available on an individual basis.

Tier 1 Global Support

During the hours of 7 p.m. – 9 a.m. ET, Monday-Friday, GlobalSubmit will offer Tier 1 support. Tier 1 support addresses usability and configuration issues. Examples of this coverage include ‘how to’ software functionality requests, password resets, installation questions, etc.

Contacting GlobalSubmit Customer Support

To open a support case, please call 215-564-3509 or email support@globalsubmit.com between the hours of 10 a.m. – 7 p.m. For Tier 1 GlobalSubmit from 7 p.m. – 9 a.m. ET, please send an email describing your issue to support@globalsubmit.com. A support associate will respond to your request via email or phone call.