We place emphasis on our support services in order to differentiate ourselves from other suppliers.
LabLogic's support services are designed to help customers get the best out of our technology.
The best way to do this is via a support contract, this includes:
A support contract gives you the ultimate troubleshooting capabilities with immediate answers to any questions you may have. Our Technical Support team include experienced help desk professionals which can be contacted via telephone and email, as well as remote assistance online.
All issues are logged within our support database with a unique tracking number, enabling regular feedback on the status of your inquiry.
You will have unique access to the programmers who write the software as well as our Quality Assurance personnel who can advise on validation requirements.
Customers on a support contract can influence the development of the software through its various releases. We are able to prioritise requests for change from customers with a support contract; we work with you to add new functionality and build the system around your needs.
Customers on a support contract are entitled to free releases within a specified version (e.g. all Laura 4 releases). Each release is accompanied with detailed software release note documentation, enabling customers to track changes and identify the benefits of implementation of the new release, as well as getting guidance on appropriate validation and testing of the change.
Future proof your software; upgrades to newer major versions (e.g Laura 4 to Laura 5) are available at a reduced cost to customers on a support contract.
Access is given to the customer support area of the LabLogic website via a unique login, where product documentation and new releases may be downloaded.
Customers on a contract also have ESCROW agreements for source code access and regulatory authority inspection.
How do I contact support?
Our dedicated firstname.lastname@example.org e-mail address is the best to contact us should you require help with your software or instruments. It is constantly monitored during business hours and will ensure that your query is passed to the person best able to assist you.
How do I arrange my installation?
LabLogic will contact you once your instrument/software has been shipped to let you know that it is on its way and to start arranging the installation. We will send you a checklist that details what is required for the installation so that we can be sure that when we arrive onsite, the installation will be a smooth process.
What paperwork will I receive following the installation?
A service report is provided that details the work undertaken – this is electronically signed by the engineer and the customer and then e-mail to you in pdf format. If qualification/validation is performed as part of the installation, a binder containing the complete set of qualification tests and results is left with the instrument.
What training will I receive?
All of our systems are provided with a familiarisation training session to enable you to get started; this is provided at the time of installation. Once you are familiar with the basic use of the system a follow up training session may be of benefit to cover some of the more advanced topics. We have a range of training options to cover all requirements; please contact us for more details.
Should I validate/qualify my system?
This depends on the regulatory guidelines that you are working to. Our product and quality specialists can advise you on what is required.
How can I get a new feature implemented into LabLogic’s software?
Our software development is driven by our users – functionality is added at our customers’ request so that we can be sure that our systems remain in line with what is needed. We consider all requests for new functionality, with priority being given to those customers on a support contract.
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