How efficient is your after-sale service?

How efficient is your after-sale service?

Our customers are our main priority and we make sure we provide the best possible after-sales service. We have a common goal which is getting feedback on our platforms and speed-up the publication of your results! We set-up a support process with a maximum 24 hours answer to your enquiries (out of free days). We have a procedure that describes the escalation of the issues, and time to resolve. In practice, we work a lot with video conference but can also take control of the system at a distance so that we can diagnose issues and resolve them remotely. When it’s a hardware issue we will make our most to replace it quickly.
We also have a premium support service offer that you can purchase by which we send you a replacement platform within a week should you have any problem, so that you don’t have to wait any issue resolution to continue your experiments.

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