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From implementation to ongoing operations,
support that keeps projects running

Remote support, on-site service, training, maintenance and continuous improvement for software, automation and smart hardware deployments.

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Connected service network supporting customer operations

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Phone Support

Speak directly with the service team about an operational issue or support request.

WeChat Support

Share text, images or video to help explain the on-site issue.

Remote Support

For software configuration, troubleshooting, interface analysis and user guidance.

On-site Support

On-site engineering support is arranged based on impact and customer needs.

Service Across the Project Lifecycle

A continuous, traceable service process from requirements confirmation through operations and maintenance.

  1. 01

    Requirements Review

    Understand workflows, existing systems and service objectives

  2. 02

    Solution Planning

    Define systems, devices and interface architecture

  3. 03

    Deployment

    Local deployment, configuration and equipment installation

  4. 04

    Integration Testing

    Connect LIS, WMS and third-party instruments

  5. 05

    Training and Handover

    Provide user training, operating guidance and handover materials

  6. 06

    Operations and Optimization

    Resolve issues, maintain systems and improve operations

Support for Software, Automation and Smart Hardware

Implementation and technical services are matched to each product type and deployment environment.

Software Services

Local deployment, configuration, interface integration and operational maintenance.

Engineers installing and integrating laboratory automation equipment

Automation Equipment Services

Installation, commissioning, workflow validation, operator training and troubleshooting.

Smart Hardware Services

Device deployment, network configuration, system connection and operational support.

Issue Resolution Process

The service team assesses impact and on-site conditions, then confirms the response plan and expected timeline.

  1. 01Contact SupportCall the service team
  2. 02Share Issue DetailsProvide text, images or video via WeChat
  3. 03Assess the IssueEvaluate impact and identify the cause
  4. 04Confirm Plan and TimingAgree on the response method and expected timing
  5. 05Resolve Remotely or On SiteDeliver support according to the issue
  6. 06Confirm and DocumentConfirm resolution and record follow-up actions
On-site user training and handover for sample automation equipment
On-site issue resolution and project review for laboratory automation and software systems

Need Support?

Support PhoneTo be confirmed
Support WeChatQR code to be added
Service HoursTo be confirmed
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