Product Support Services

Phone Support

• Phone support is available at all times that the client laboratory is in routine operation.
• Phone call for support is answered live or by call-back within 30 minutes of the call.
• The support request is handled by North America based personnel.
• Support is provided via remote computer access into the LTP system.
• Support resolution is provided during the initial call-back, if possible.
• If resolution is not achieved during the initial call-back then follow-up call-backs are made until resolution is achieved.

E-mail Support

• E-mail support is available at all times that the client laboratory is in routine operation.
• Support requests made by e-mail are answered by e-mail within 30 minutes of the initial e-mail if support can by provided via e-mail, or by telephone (if phone number is provided by client within the e–mail) within 30 minutes of the initial e-mail if the request requires live phone response.
• The support request is handled by North America based personnel.
• Support is provided via remote computer access into the LTP system.
• Support resolution will be provided during the initial e-mail or call-back, if possible.
• If resolution is not achieved via the initial e-mail response or during the initial call-back then follow-up e-mails are sent or call-backs are made until resolution is achieved.

Covered Items

• Proper performance of LTP software application(s).

Items Not Covered

• Requests for information about LTP software applications not related to functional concerns.
• Training on LTP software applications.
• Other software, such as anti-virus software or computer operating system software used in conjuction with the LTP system.
• Hardware, including:
  • Computers and computer components such as hard drives, power supplies, CPUs, speakers, computer mouse, printers, barcode readers, and serial port expansion cards
  • Peripheral hardware such as connecting cables, adapters, and telnet conversion hardware.