Support From People Who Understand Labs
Help from a team with deep laboratory software expertise, not a generic IT help desk. Available when you need it, in the format that works for you.
24/7
Support availability
25+
Years of lab software expertise
<30 min
Critical issue response
4 hrs
Standard ticket first response
Help Desk
When you submit a support ticket, it goes to a team of people who understand laboratory workflows, regulatory requirements, and scientific data management. You will never be routed to a generic call center.
Submit and Track Tickets
Create tickets from your client portal or by email. Track status, add attachments, and view the full resolution history.
Real People, Real Expertise
Support staff with laboratory informatics backgrounds who can troubleshoot your specific use case, not just read from a script.
Priority Escalation
Critical issues are automatically escalated to senior engineers. Your lab operations are never held up waiting in a standard queue.
Knowledge Base and Documentation
A comprehensive, searchable library of guides, tutorials, and reference documentation maintained by the same team that builds the product. When a new feature ships, the documentation is updated at the same time.
Step-by-Step Guides
Walk through every feature with clear, illustrated instructions
Full-Text Search
Find answers instantly across the entire documentation library
Video Tutorials
Short, focused videos covering common workflows and configurations
API Documentation
Technical reference for developers building integrations
Training
Getting your team productive quickly matters. The ELN Suite includes self-paced online training that new users can complete at their own speed, covering everything from basic navigation to advanced compliance workflows and data analysis.
Self-Paced Online
Video-based modules covering every aspect of the ELN Suite. Complete them on your schedule, revisit any section at any time, and track progress for your team.
Included with every subscription
Live Instructor-Led
Customized sessions for your team delivered remotely or on-site. Interactive, hands-on training built around your lab's actual workflows and data.
Available through professional services
Professional Services
Some projects go beyond standard support. When you need custom development, complex integrations, data migration, or validation services, the LabLynx professional services team brings more than 25 years of laboratory informatics experience to your specific challenge.
Custom Development
Bespoke features, custom modules, and tailored workflows built to match your lab's unique processes.
Integrations
Connect the ELN Suite to your LIMS, instruments, ERP, or any other system in your lab's technology stack.
Data Migration
Move historical data from paper records, spreadsheets, or legacy systems into the ELN Suite with full validation.
Validation (IQ/OQ/PQ)
Complete installation, operational, and performance qualification for regulated laboratory environments.
Suite Spotlight
LabLynx Support
LabLynx Support is the dedicated support infrastructure behind every ELN Suite subscription. It combines the help desk, knowledge base, training platform, and professional services team into a unified support experience built specifically for laboratory teams.
Explore LabLynx Support24/7 Help Desk
Knowledge Base
Training Platform
Professional Services
Frequently Asked Questions
What are the support hours?
Our support team is available 24/7 by phone, email, and chat. Critical issues receive priority routing to ensure your lab is never waiting when something urgent comes up.
Is training included with my subscription?
Yes. Self-paced online training and access to the full knowledge base are included with every ELN Suite subscription. Live instructor-led sessions for teams are available as an add-on through our professional services team.
Can you help with data migration from our current system?
Absolutely. Our professional services team has migrated data from paper notebooks, spreadsheets, legacy LIMS platforms, and competing ELN products. We handle the planning, mapping, validation, and execution so your historical data is preserved.
Do you offer IQ/OQ/PQ validation services?
Yes. Our validation team provides full installation qualification, operational qualification, and performance qualification documentation and execution for regulated laboratory environments.
How quickly can I expect a response to a support ticket?
Standard tickets receive a first response within 4 hours during business hours. Critical issues are escalated immediately and typically receive a response within 30 minutes regardless of the time of day.
Get the support your lab deserves
See how the LabLynx team helps your lab succeed with the ELN Suite.