Support Services

Once any Autoscribe Product such as Matrix LIMS has completed the implementation phase, our Technical Services Department will take over routine support for your project. This department can deliver a wide range of services, provided under a Software Enhancement and Maintenance (SEAM) agreement renewable each year. Autoscribe support services include:

Hot-line Support - Telephone support is available during normal business hours. Extended support hours can be provided by special request, although this is not normally found to be necessary.   All support calls are logged within our support call tracking database that monitors the life cycle of a call from receipt to closure.    Our hot-line system operates under our ISO9001 system and management routinely monitors response times. The great majority of calls can be resolved via a telephone conversation or email.   Occasionally, problems may need to be addressed via modem connection or on-site visit activated by the documented escalation procedure.

Training – We provide a range of training courses that are suitable for users (two levels) and system administrators. In addition there are courses covering the use of the Matrix reporting tools, the use of the Matrix configuration tools and the use of the special modules e.g. Resource Planner. The courses are held in our new training facility within our Riseley office.  Typically numbers attending each course are restricted to six attendees to ensure that personal attention is provided. However, an increasingly popular approach is to provide specific client training tailored to suit requirements and using your own LIMS configuration.

Validation Services – Companies using LIMS in regulated environments are required to produce evidence that the system has been properly validated. Autoscribe has considerable experience of regulatory requirements in relation to LIMS and can provide consulting services to assist with LIMS validation including a comprehensive set of validation test scripts. If you prefer we can also put you in contact with industry consultants specialising in the provision of validation services.

Ad-hoc Consulting – Our support and development specialists are available for miscellaneous consulting tasks including interfacing to other computer systems, report writing, provision of custom software and documentation tasks. We are happy to consider any task in relation to the LIMS or business / laboratory automation and our customer service and/or sales department will be pleased to visit to review your requirements. 

Instrument Interfacing – Our technical specialists are able to provide instrument interfacing services, for both simple instruments e.g. balances, through to complex data systems.  This service normally requires a site visit and preparation of a requirement specification.   Alternatively, we are able to provide instrument interfacing tools and consulting advice to enable your own personnel to carry out the interfacing work.

Software Enhancements and Maintenance (SEAM)

Matrix LIMS is a highly configurable software system and no-two installations of Matrix LIMS are configured in the same way. However, this in no way compromises the ability to upgrade the system, and periodically Autoscribe will issue software updates including enhancements and problem fixes. Customers with valid, up to date support SEAM agreements are eligible to receive all software updates as and when they become available for all Autoscribe software products that they have purchased.

USA and European User Group Meetings

Matrix LIMS has an active user group which meets once a year in Europe (normally the UK) and once a year in two North American locations. Meeting topics usually include a review of new developments, user presentations and short courses. In addition, Autoscribe produces a regular newsletter, and periodically hosts seminars on topical issues.  

Contact us for further information or request further information .