Support Services

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Support resources are often less than adequate for many software products, such that no matter how good the software is, it can be difficult to make it perform the way you need. LabLynx support resources, conversely, are comprehensive and of a high standard. LabLynx believes in equipping our customers with all of the tools required to make you as successful as possible, and even more so, not less so, when the application is affordably priced, and designed for simple implementation and ease of use.

Most of the support resources described below are free and included with your LabLynx solution package. You always get free unlimited community forum support, manuals, tutorials, and information resources and can avail yourself of additional products and services to improve your solution and its implementation (e.g., integrations, customization, etc.).

Professional Services

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In addition to the default support services included with every account, LabLynx offers a complete selection of professional services, from training and implementation to custom development. By default, setup, training, and full access to the help desk is included in every solution. However, whenever you want additional work done, LabLynx offers a full selection of services provided by our highly skilled and experienced team of engineers and developers.

Your LabLynx representative will carefully work with you to identify and verify your lab's data management requirements and provide a quote that includes the scope of work and services needed to make your LabLynx solution complete.

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 or by submitting a request ticket to the help desk any time. Custom plugins can also 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.
  • 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, something unforeseen may rear its ugly head. Keep your system launch stress-free by tapping into go-live assistance from the professionals at LabLynx.

Help Desk

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LabLynx's Help Desk is the central feature of premium support services for all of our customers and partners. All customers who subscribe to our products, services, and support agreements are provided with a login. The Help Desk allows you to:

  • securely log in to your own project and tickets;
  • submit tickets;
  • monitor progress;
  • interact with support staff;
  • approve and close tickets;
  • request additional services and products; and
  • access documents and files.

The online Help Desk, available any time of day, 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. 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 sent to support personnel—as well as LabLynx President John Jones—instantly should anything go wrong. Any other critical issues submitted by you are also dealt with immediately, no matter when they come in. Your system is 100% warrantied, and any warranty issues are resolved free of charge. 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 personnel who created the training materials and resources and who implement its laboratory informatics solutions, integrations, and customization. And if you're having difficulty accessing the Help Desk, you can always just email or give us a call, and we will make sure you are taken care of as quickly and effectively as possible.