Customer Care Program
Customer Care Program (Flex)
Ongoing configuration management, system administration, master data maintenance, and small enhancements—so your team stays on science, not shadow IT.
After go-live, keeping LIMS + LES aligned to changing SOPs, instruments, and release rules is an ongoing job. Flex is the subscription layer that protects your investment without standing up shadow IT.
What Flex covers
- Configuration management — troubleshooting and resolution for configuration and customization issues
- System administration — monitoring, ticket management, and routine maintenance
- Evolutionary enhancements — workflow tweaks, report changes, and master-data updates
- Master Data Management — creation and verification support so data integrity stays consistent across sites
How it works
A Flex consultant (or shared pod, depending on tier) partners with your admins and QA leads. Escalations reach product and Professional Services when needed—so configuration issues do not stall release.
Subscription levels
Packaging is tailored in a services conversation—illustrative tiers below, not a public price list.
Light
Best for labs with internal admins who need escalation for configuration issues and occasional master-data help.
Dedicated
A named Flex consultant who collaborates on ongoing needs—config, admin, tickets, and small enhancements.
Zero-touch preference
For organizations that want maximum vendor-led configuration management so internal staff stay on science.
Related
Coming off Implementation? Flex is the steady-state handoff. For break/fix and access issues, see Technical Support.