Services

Customer Support

We understand that software and technical support is of vital importance to our customers, and we are proud of the service we provide. We monitor the performance of our support services through internal reporting and an annual customer survey to ensure we continue to meet a high standard.

For health IT or urinalysis support, please contact:

Customer Only Area

For Health IT support, customers can also use our online Customer Support System to communicate with Sysmex Support and check the current status of logged communications.

Launch Customer Support System Note: you will need a user name and password.

If you experience problems accessing the Customer Support System or require a username and password, please contact the help desk.

For other IVD support, contact your local distributor.

About our Support Service

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Our standard support service includes:

  • comprehensive documentation on product functionality
  • access to the Sysmex Helpdesk to log an unlimited number of enquiries with our application specialists
  • escalation of enquiries to product specialists or developers if required
  • access to our online customer support system to log and track requests for support
  • fortnightly teleconference meetings to discuss and prioritise requests for support
  • regular software updates
  • a stat support service which prioritises action on any problems reported during software upgrades.

We also offer additional options to accommodate different customer needs and circumstances, including:

  • Out-of-hours support – a 24 x 7 service to respond to critical issues
  • Extended support – a more comprehensive level of support including Unix and Oracle administration
  • Site visits – a specified number of visits by Sysmex staff to your organisation to ensure our products are working effectively for your organisation or to provide training for staff.

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