FAQs - Service Plans
Q: Laboratory informatics management systems can be pretty complex. What's your support like?
A: Support resources are often less than adequate for many software products, so that no matter how good they are, it can be difficult to make them perform the way you need them to. LabLynx support resources, conversely, are comprehensive and of a high standard. LabLynx, Inc. believes in equipping our customers with all of the tools required to make them as successful as possible, and even more so, not less so, when the app is affordably priced, and designed for simple implementation and ease of use. And you get full access to the LabLynx help desk too!
Most of the support resources below are free and included with your LabLynx account. You always get free unlimited community forum support, manuals, tutorials and unlimited users. And there are always additional products and services you can add to your solution (e.g., integrations, customization, etc.).
Default support resources
Default support services
Every LabLynx customer gets default support services. And all accounts get access to sciCloud.net® (see Community Resources) where you can submit any questions, issues etc., view FAQs and discuss topics with other users.
Manual and tutorials
LabLynx, Inc. has always been a believer in the power of video to help users learn how to operate an app. Accordingly, we continue to provide a host of tutorials, available 24/7 at the click of a button, so you never have to worry about figuring out how any of your LabLynx solution functions work. When coupled with the LabLynx LIMS/LIS manual with simple, step-by-step directions on overall use as well as each individual function—complete with the links to the videos—these tutorials work together with the help desk and other resources to give you the very best support experience possible.
These tutorials cover a range of individual functions and features used in everyday lab operations, including things like registration and accessioning, batching samples, data entry, reports preview, approval and issuing, inventory management and more, as well as setup/administrative procedures like user management, test setup, audit trail and picklist management.
The LabLynx LIMS/LIS manual contains all you need to set up, use and refer back to for successful lab information management, and the included online, always-available video tutorials enhance this valuable comprehensive resource.
LabLynx provides a number of courses on various topics, with more joining the list every day. These include both general lab, scientific or health informatics-related topics, and certifications on LabLynx applications that can be used by consultants or just by our customers to increase proficiency.
Each course includes individual lessons and quizzes, and all are available 24/7 online. They are accompanied by text books (also online, but downloadable), as well as online videos for comprehensive, effective, time-efficient learning. Since most of us are busy making a living as we increase our qualifications, our convenient online format makes it as practical as possible to achieve progress in our chosen areas.
Online courses are augmented by periodic live webinars, often with guest subject matter experts. They are recorded and posted online so any webinar topics you are interested in but were unable to attend may be viewed.
The LabLynx Learning Center courses provide a great way for you to advance in your knowledge of topics like HIPAA, CLIA, HITECH, protected health information management, 21 CFR Part 11, ISO 17025, etc. plus lab and informatics processes and items of interest, all of which help you advance in your career and become more effective in your job performance. And vital industry regulatory compliance requirements can be satisfied without having to spend money and time on traditional training sessions.
Another free support resource that comes with every LabLynx account is a dedicated support forum for your product. Users can find tips and guidance on all topics to do with their professional LabLynx solution and share their own experiences, make suggestions, etc.
What better way to become completely comfortable and familiar with your world-class system than to hang around the forum, search any topic or thread, carry on discussions with users in other labs and generally immerse yourself in the LabLynx community.
Your LabLynx Solution is so robust, simple to use and reliable that you'll probably never need any other support other than the manual, tutorials and forum. But you also get full access to the help desk, where you can participate in managing your implementation as well as add extra plugins like interfaces, training tracking, invoicing or any of the other many extended features and functions.
Powered by LIMSbook.com, the publishing division of the Laboratory Informatics Institute, The LabLynx Press provides a vast range of books on topics of interest to the laboratory, scientific and healthcare industry, with special attention to informatics-related themes. This body of knowledge (BOK) or knowledge base is accessible through the Learning Center at http://limsforum.com.
Some examples of books available in the LabLynx Library include:
Books can be read online by clicking links, downloaded as a .pdf and saved/printed out, ordered in book form through PediaPress or downloaded for Kindle or other e-readers.
LabLynx, Inc. and SciCloud.net® are dedicated to advocacy and advancement of the industry by providing resources for the individuals within that industry. The LabLynx Library is one more free benefit for the laboratory, scientific and healthcare community generally, and especially our valued customers.
LabLynx, Inc. offers a complete range of services for our customers and in support of all of our products. These take the form of three general service types:
- Free support: As described earlier, for all LabLynx accounts
- Professional services: Optional available services
- Staffing: Open to all
Additional support resources
In addition to the default support services included with every account, LabLynx, Inc. offers a complete selection of professional services, from training and implementation to custom development. By default, setup and training and full access to the help desk is included in every solution. Professional services include:
- Setup and training: LabLynx provides these services as part of all implementations.
- Customization: Let us know about any special features or functions you'd like, either during scope planning (see the Requirements Checklist) or by submitting a request ticket to the help desk any time. Custom plugins can be purchased to order.
- Integration: Connect anything to anything with LabLynx's integration services. Whether it's through our exclusive LabVia integration or simply file transfers, LabLynx will link your solution to other systems, instruments/devices, agencies, billing services or any other entity to help you manage your data smoothly and accurately throughout your facilities.
- Validation: Compliance with applicable standards is a huge part of successful lab management, and LabLynx, Inc.'s offerings support them all. If you need help in validating to a particular regulation or standard, whether CLIA, CAP, CLSI, 21 CFR Part 11, ISO, 43 CFR, GALP/GAMP or some other, LabLynx is here for you. Just include it in your original scope (see the Requirements Checklist) or submit a request ticket any time. In fact, the validation plugin module runs an automatic script and generates a report that will satisfy many regulatory compliance requirements for validation.
- Go-live assistance: It's always handy to have some professional backup as you begin using the system for the first time. No matter how careful you are in setting up and training, it always seems something unforeseen chooses that moment to surface! Keep your system launch stress-free by purchasing go-live assistance services from the professionals at LabLynx, Inc..
The LabLynx, Inc. Help Desk is the central feature of premium support services for all of our customers and partners. All customers who subscribe to our products, plugins/services and/or support agreements are provided with a login. The Help Desk offers the following features. You can:
- Securely Log In to Your Own Project and Tickets
- Submit Tickets
- Monitor Progress
- Interact/Communicate with Support Staff
- Approve and Close Tickets
- Request Additional Services or Products
- Access Documents and Files
The Help Desk really is your go-to resource for any questions, issues or requests you have. Support personnel are alerted immediately when a new ticket is submitted or any updates are made to existing ones, so your response is immediate. It is online and thus available 24/7/365. All ticket submissions generate automatic alerts to support personnel and are responded to immediately. This means they are prioritized and assigned. If a ticket is critical, we'll probably know it before you do. All of our hosted sites are monitored constantly, with text alerts to key personnel - including Company President John Jones - instantly should any go down. Any other critical issues submitted by you are also dealt with immediately, no matter when they come in. Your system is 100% warranted, and any warranty issues are resolved free of charge. Any requests for additional features or services are easily submitted through the Help Desk. Our highly trained and experienced staff are happy to do whatever it takes to make sure your LabLynx customer experience is a pleasant and successful one. The support team are headed by the same LabLynx, Inc. personnel who created the training materials and resources and who implement LIMS, LIS and other LabLynx products, integrations and customizations. And if you're having difficulty accessing the Help Desk, you can always just email us or give us a call and we will make sure you are taken care of as quickly and effectively as possible. We're real people, and we really are here to help!
All Help Desk personnel are LabLynx, Inc. employees, based in the United States and trained to support your products to whatever level is necessary, from simple reminders of how to perform some procedure in the LIMS/LIS, to instrument or EHR or other app/database integration, to completely new custom functionality involving development work. Additionally, use the LIMSforum Community to search for answers to any questions or issues you may have, or to post new ones.
One of LabLynx, Inc.'s many services offered to the laboratory, scientific and healthcare community is recruiting of the right professionals to fill any staffing needs you have. In addition to the use of the job board to post openings, you can make use of our many years of qualifications and experience in this industry to find the right people for you. Most staffing agencies or recruiters are too generalized to do a good job of selecting appropriate candidates for a given vacancy, relying on inaccurate and easily-fooled keyword searches. It's easy to see how much sense it makes to use a company who lives and breathes your business daily, indeed, founded the very authority that sets many standards for the industry and provides information and resources, the Laboratory Informatics Institute, to find just the perfect fit for your unique needs.
LabLynx staffing services pricing is simple and transparent. There is no cost at all if we don't place anyone with you. If you do hire a candidate we recruited, the fee is a one-time 20% of the projected first year's salary.
Contact us at any time through the help desk, or give us a call or email, and one of our highly-skilled professional recruiters will be assigned to make sure you find the perfect person to meet your needs.