Support Plans
Choose the right level of support
From essential coverage to 24/7 enterprise support, we have a plan that fits your lab's size and needs.
Essential Support
Basic support for smaller laboratories
- Business hours help desk
- Email and ticket support
- 48-hour response time
- Monthly status reports
Professional Support
Comprehensive support for mid-sized labs
- Extended hours support
- Phone, email, and chat
- 4-hour response time
- System monitoring
- Quarterly reviews
Enterprise Support
24/7 support for critical operations
- 24/7 support coverage
- Dedicated support team
- 1-hour response time
- Proactive monitoring
- Continuous improvement
What's Included
Everything you need to stay operational
Every support plan includes a core set of services designed to keep your LIMS running smoothly.
Help Desk
Expert assistance for user questions, troubleshooting, and issue resolution
System Monitoring
Proactive monitoring of system health, performance, and availability
Patch Management
Timely application of updates and security patches
Backup Verification
Regular backup testing and disaster recovery planning
Performance Tuning
Optimization of system performance and response times
Configuration Changes
Implementation of minor configuration updates and adjustments
User Management
Account creation, permission changes, and access management
Incident Management
Structured approach to tracking and resolving issues
Service Levels
Clear commitments, no guesswork
Every issue is classified by priority with defined response and resolution targets.
| Priority | Description | Response | Resolution |
|---|---|---|---|
| Critical | System down, no workaround | 1 hour | 4 hours |
| High | Major feature impacted | 4 hours | 1 business day |
| Medium | Feature degraded, workaround exists | 8 hours | 3 business days |
| Low | Minor issue, questions | 24 hours | 5 business days |
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