Support
We’re with you for the journey
Creating high quality laboratory technology is our passion, and we want to ensure it’s working flawlessly every time you arrive in your lab to use it.Need urgent support for your Labman system? Our team is ready to help.
+44 (0)1642 710 580Discover Labman’s next-gen remote telemetry and support software now.
Explore Labman LiveOut of warranty? Discover the benefits of a Labman support contract.
Contact our teamSupport that suits your needs
We know that one size doesn’t fit all when it comes to laboratory technology, so why would it be any different for how we support our systems?Phone and email supportSpeak directly to Labman’s dedicated team of support engineers for friendly, informed advice. 9am – 5pm GMT, as standard. Or PST 9am – 5pm, by agreement.
Remote supportOnce you submit a ticket in the Labman Support Portal; Helix, our Support team can assist remotely via Helix, phone, email, or remote access. We can also guide on-site engineers through the process using your stock of on-site spare parts.
Preventative maintenance visitsSolve issues before they arise and minimise system down-time with preventative maintenance. The visits include a thorough inspection from a mechanical, software and electrical perspective. Support engineers will fine tune and optimise the system.
Spares packsA stock of critical items can be included and kept at your facility, to facilitate speedy and cost-effective repairs.
Guaranteed response timesFor total peace-of-mind, our guaranteed response times ensure you get a solution rapidly, no matter the issue or where you are based. UK – next working day. EU – 2 working days. USA/Asia – 3 working days.
Ad-hoc calloutsWe understand that an automated system is often an integral part of a company’s working process. Labman’s support team ensure you can get solutions quickly when unforeseen issues arise.
System movesNeed to move your Labman System? Whether it’s across the lab, corridor, site or country, Labman are happy to assist. Please contact us for a quote. The system move might also be the ideal opportunity to ugprade or renew parts.
System recyclingIf your laboratory system has reached end of life or become surplus to requirements, Labman can help. We’ll happily quote to safely remove your system then re-use, sell, recycle or donate the useful components to local technical institutions.
Maximise the value of your Labman system
Add new capability, increase throughput and extend the life of your automation with Labman system upgrades.Remove bottlenecksManual steps, growing demand and changing workflows can reduce efficiency. Targeted upgrades can increase throughput, reduce operator involvement and streamline your process.
Add new capabilityExpand what your system can do with new software features, instrument integrations, hardware enhancements, process modules, data handling improvements or controls updates.
Extend system lifeKeep a proven system working harder for longer. Upgrading can be a practical and cost-effective alternative to replacing your automation.
IT SecurityLabman Support regularly assist customers with PC upgrades or Operating System updates, we’re happy to quote for these services or can include them in a Support contract.
Future-proof your laboratoryYour requirements will continue to change. We will assess your current Labman system, understand your goals and recommend an upgrade approach that supports what comes next.
Raise an ‘Upgrade Request’ ticket in Helix or speak to the Labman team about your next upgrade.
“The TIDAS instrument and Labman team have been of exceptional value to our product continuous improvement initiatives. The instrument provides valuable insights into how the process is operating on a level previously unable to be seen. The Labman team is always available to help and provide assurances that the instrument is working properly.”
| Aspect | With Labman Support Contract | Without Labman Support Contract |
|---|---|---|
| Preventative Maintenance | Scheduled at an agreed time with fixed scope and price | Possible when resources are available; scope and price agreed at time of request |
| Emergency Call-Out | Agreed price fixed at contract start | Quoted at time of request; typically 45% higher than standard hourly rate |
| Response Time | Prioritised for remote support, software changes, and emergency call-outs | Best-effort response after purchase order received |
| Spare Parts Availability | Access to large stock including obsolete items at agreed contract rates | Ordered from suppliers after purchase order; prices quoted at time of request |
| Point of Contact | Nominated Support Project Manager | Next available Support Engineer |
| Maintenance Parts | Included and stocked at Labman or at your site specifically for your system | Ordered after purchase order; may result in increased waiting times |
| Obsolescence Management | Proactive obsolescence audits with continuity planning | Reactive component replacement or search in case of failure |
| Software Updates | Proactive security updates and assistance with Windows upgrades | Quotes for assistance with Windows upgrades and reactive security updates |
| Support Portal Access | Full-featured access to Labman Support Portal (Helix) (Knowledge articles) | Basic access to Labman Support Portal (Helix) |
Supporting our customers worldwide
Whether you’re in Banff or Bradford, Stockholm or Stokesley, we can support your Labman technology.With you for the journeyLabman’s team, as well as our technology, are with you and your project for the long run. Our unique structure and our abilities to design, build, and support anywhere in the world mean you’ll never be left to fend for yourself with your Labman technology.
We're a friendly bunchThe nature of automation, robotics, technologies and software is that collaboration and conversation are a pre-requisite for successful projects. To that end, we make a point of being always approachable, happy to help where we can and always happy to listen to your feedback. We love to help our customers understand the workings of the technologies we provide, enabling and empowering them to resolve simple issues, giving them further confidence in running the technologies.