Best-in-class support

At eLabNext, we go beyond providing cutting-edge digital lab solutions. Our dedicated customer success team is here to support you every step of the way, ensuring your lab's transition to digital excellence is smooth and impactful.

4.9 stars Customer Satisfaction

Leader of ELN, LIMS and Lab Inventory Management and Best Est. ROI Lab Inventory Management on G2.

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Don’t just take our word for it

Hear from some of our amazing customers who are doing modern lab management themselves.

“The customer support is always great. Quick at answering and solving issues.”

Alisson B.

Verified G2 reviewer

“The support provided by eLabNext has been great. They’ve provided excellent training and help with implementation. Their prompt responsiveness and receptiveness to suggestions emphasize their willingness to help.”

Anna P.

Verified G2 reviewer

“eLabNext provides comprehensive documentation and support to help groups set up their system and inventory”

Manon L.

Verified G2 reviewer

"Working with the eLabNext team to implement our LIMS and make enhancements as our lab has grown has been a wonderful experience. Everyone we have worked with is responsive and collaborative. The software itself has amazing functionality and provides the features we need to act as an efficient, high thorughput testing lab."

Maura M.

Business Systems Analyst
Verified G2 reviewer

VALUES

Our commitment to your success

Exceptional customer success goes hand-in-hand with groundbreaking scientific research. Our values drive us to provide unparalleled support and innovative solutions.

Expert support from life science specialists

Continuous improvement through client feedback

Empowering labs with robust training and resources

VALUES

Overflowing with useful features

Our customer success initiatives are designed to enhance your lab’s productivity, streamline processes, and ensure optimal use of our platform.

Expert product support

Comprehensive support portal

Tailored product training

Collaborative goal achievement

Our complete implementation roadmap

We offer Cloud, Private Cloud, and On-Premises hosting solutions. Selecting Cloud hosting allows your lab to start immediately on your own or go through training sessions with our team. Here's an example of an implementation roadmap for Private Cloud and On-Premises.

Onboarding

We help you assemble a project team, create a project plan, and set clear milestones.

Appoint project leader and team members

Appoint Key Users within your organization

Create a training schedule

Technical implementation

Our team manages the installation and configuration of your chosen hosting environment.

Setting up the Private Cloud infrastructure

Configure servers, databases, and network components

Install and configure eLabNext

Test and validate for functionality and performance

Data migration

We ensure a smooth transition of your data to the new environment.

Test migration on acceptance environment (optional)

Migrate data to the new environment

User implementation, training, and support

We provide extensive training to key users, group administrators, and end users.

Key Users are trained to be able to manage the system independently

Group admins are trained to manage the lab group

End users receive training

Monitoring and evaluation

Regular evaluations and optimizations to meet your evolving needs.

Evaluate implementation after 1, 3, and 6 months

Identify areas for improvement

Identify client goals and have regular check-ins

Service Level Agreements (SLA) comparison

Explore our plans to find the one that fits your lab’s needs. Whether you need inventory management or experiment tracking, we have a solution for you.

Standard

Premium

General Services

System Hosting and System Maintenance

Software Maintenance SaaS*

System Monitoring and Intrusion Detection**

Back-ups and Disaster Recovery**

Support Services

Access to the eLabNext Support Channel ticketing system for general support and product questions

Consultations to identify, reproduce, and resolve reported Urgent and High Incidents

Access to eLabNext Support Training and documentation material

Access to eLabNext Developer

Access to quarterly release webinar***

The eLabNext Customer Care Portal to report Incidents with Severity Levels of Medium or Low.

Consultations to support Authorized Users in the use, configuration or implementation of eLabNext, ask questions, share feedback, report enhancement requests

Participation in annual business review meetings and organization events

Supporting vendor compliance and security audits

Providing training for new Authorized Contact (key-user training).

Number of Authorized Contacts for incident reporting

Advanced Services

Option to provide paid ESCROW Services

Option to provide paid custom advanced Services

Frequently asked questions

Answers to common questions about our Customer Success

How do I contact support?

You can contact our support team for general support and product questions by submitting a support ticket or emailing support@elabnext.com.

Where is my documentation?

Documentation, training materials, and tutorial videos are available on the eLabNext Support Portal.

How long does it take to answer?

Response times vary depending on the severity of the incident, but we strive to address urgent and high incidents promptly.

What type of services are included with my license?

All licenses include standard services such as system hosting, maintenance, and access to support. Premium services offer additional benefits like business reviews and compliance audits.

Still have questions?

Can’t find the answer you’re looking for? Please chat to our friendly team.

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