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 constantly monitor the performance of our support services through internal reporting and via an annual customer survey to ensure we continue to meet a high standard of service.

For health IT or urinalysis support:
Phone: 0800 SYSMEX (797639) or +64 9 630 3596
Email: [email protected]

For other IVD support, contact your local distributor.

Customer Only Area

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

Launch Customer Support System

If you are experiencing problems accessing the Customer Support System or require a username and password, please email help desk.

What is included in the standard support service?

  • access to our online customer support system to log and track requests for support
  • 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
  • fortnightly teleconference meetings to discuss and prioritise requests for support
  • a stat support service which prioritises action on any problems reported during software upgrades
  • comprehensive documentation on product functionality
  • regular software updates

What else can be included in our support service agreement?

  • 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 annual number of visits by Sysmex staff to ensure our products are functioning at the highest level for optimum organisational workflow)

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