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.

UK & Worldwide

Autoscribe Limited
1-2 Venus House,
Calleva Park, Aldermaston,
Reading, Berkshire
RG7 8DA, UK

Tel: +44 (0)118 984 0610
Email: matrix_at_autoscribe.co.uk

US & Canada

Autoscribe Informatics, Inc. 
20 Riverside Drive
Suite # 102
Lakeville MA 02347
USA

Tel: +1 508 457 7911
Fax: +1 508 457 7993
Email: info_at_autoscribeinformatics.com

Support Services

Once any Autoscribe Informatics product has completed the implementation phase, our Technical Services Department will take over routine support for your project. Customers with up to date Software Support Agreements are eligible to receive on-going support and software updates for all purchased software products.

If you are having problems with your Autoscribe Informatics product, or simply want advice from our friendly technical support team then please phone us. With many years of LIMS experience between them they will know exactly how to fix it and will be more than happy to help!

Software Updates

Matrix Gemini LIMS is a highly configurable software system and no-two installations are configured in the same way. However, the core software of every system is always exactly the same at the same version level, providing a simple reliable upgrade path for periodic enhancements. All customers with up to date Software Support Agreements (renewed annually) are eligible to receive software updates for all software products that they have purchased.

Autoscribe professional 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.

Support

Training

We provide a range of training courses that are suitable for users and system administrators. In addition, there are courses covering the use of the Matrix configuration and the Matrix reporting tools.

Training

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.

Validation

Ad-hoc Consulting

Our support and development specialists are available for miscellaneous consulting tasks including interfacing to other computer systems, instrument interfacing, report writing, provision of custom software and documentation tasks.

Consulting

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.

Instrument Interfacing

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.

Professional Services

Look through our Professional Services Brochure or phone our sales team today for advice.