How does Labman support their customers and automation systems?

Labman’s approach to support goes beyond installation and handover. From the initial warranty period through to long-term system operation, Labman provides a combination of technical expertise, remote support, and on-site services to keep your automation running reliably over their full life cycle.

Support begins immediately after installation and commissioning. Every Labman system is supplied with a one-year warranty, which typically starts at the point of Site Acceptance Testing (SAT).

During this period:

• Parts and labour are included as standard, for resolving faulty parts
• Labman engineers remain available to resolve issues
• A follow-up site visit may be carried out to inspect performance and answer questions

This ensures that systems are not only delivered successfully but continue to perform as expected in a real laboratory environment.

After the warranty period, customers can choose a bespoke support package tailored to their system and operational needs.

Support services typically include:

• Remote troubleshooting and diagnostics
• Preventative maintenance visits
• Spare parts and consumables support
• Emergency call-out services
• Guaranteed response times depending on the agreement
• Any upgrades to the system

Support contracts can be adjusted to reflect factors such as system complexity, workload, and criticality to operations.

With a support contract, Labman provides remote support through a combination of direct communication and system access tools.

Customers can:

• Raise support requests via our dedicated support portal - Helix
• Receive help via Helix, phone, email, or remote system access
• Work directly with Labman Support engineers to diagnose and resolve issues

Remote support is designed to enable rapid troubleshooting and fault-finding during system operation, reducing downtime where possible.

Helix is a Labman-developed web-based support and telemetry platform, used to monitor, maintain, and support deployed systems.

With Helix, customers can:

• Raise support tickets directly to Labman engineers
• View system performance in real time
• Access live sensor data and workflow status
• Generate reports and track system activity
• Share data with Labman for faster diagnosis

Helix also gives Labman’s support team visibility into system performance, allowing them to provide more informed and responsive support. An external web connection is needed for Helix to function.

In many cases, yes.

Helix can capture usage data and system performance trends, which helps identify potential issues before they become critical.

This enables a more proactive approach to maintenance, including:

• Early detection of wear or faults
• Scheduled preventative maintenance
• Reduced risk of unplanned downtime

Preventative maintenance is designed to ensure systems continue to operate safely and consistently over time.

Typical maintenance activities include:

• Inspection of mechanical and electrical components
• Replacement of worn parts
• Calibration and system checks
• Full system function testing after servicing

Maintenance schedules can be based on time intervals or system usage, depending on the application.

If an issue occurs, customers can raise a support request through Helix or contact Labman directly.

Support may involve:

• Remote troubleshooting and diagnostics
• Software checks and adjustments (where appropriate)
• On-site engineer visits if required

Emergency call-outs can be arranged, with engineers attending on-site depending on availability and location.

All support is delivered by Labman’s in-house support team.

This means:

• Engineers are familiar with the original system design
• Access to full project documentation is available
• Support is consistent across the system lifecycle

Labman does not rely on third-party contractors for system support, which helps maintain continuity and technical depth.

Labman systems are designed for long-term operation, with a typical productive lifespan of around 8–15 years depending on application and maintenance.

Support is available throughout this lifecycle, including:

• Ongoing upgrades
• Maintenance and servicing
• Adaptation to changing workflows, including moving of systems to new locations

Yes. Labman systems are not static installations.

Over time, systems can be:

• Updated to support new workflows
• Maintained to ensure ongoing reliability
• Improved based on performance data and user feedback

Support plays a key role in ensuring systems continue to deliver value as laboratory requirements change.

Automation systems are long-term investments that combine hardware, software, and scientific workflows.

Effective support helps to:

• Maintain performance and reliability
• Reduce downtime and operational risk
• Extend system lifespan
• Ensure users get the most value from automation

Labman’s support model is designed to reflect this, combining technical expertise, real-time system insight, and long-term partnership.