Support and Technical Services

We provide award-winning service and support to our genomics and proteomics customers around the globe.

As the recipient of Frost & Sullivan’s Global NGS Informatics Customer Service Leadership Award, GenoLogics support is renowned for reliability, responsiveness, implementation and training services, and customer communication. Our service team delivers this predictable, reliable, responsive, and timely service to GenoLogics customers through a single point of contact for all service requests and common service and support processes.

After BaseSpace Clarity LIMS is implemented in your organization, the Customer Success team will  introduce the process for which you can get ongoing support. From this moment on, the Customer Support team will address your day-to-day support inquiries. Our technical team is available via phone or email to answer questions and promptly resolve service requests. The GenoLogics service team includes systems-trained analysts, technical integration specialists, and operations leaders providing expedient and reliable solutions to your requests.

Support hours are as follows:

To Contact Support Via Phone

To Contact Support Via Email

Email using the following format:

  1. Start the mail with [Support Request] in the subject line.
  2. Example: [Support Request] Question regarding sample accessioning
  3. Include the impact of the issue (usability request, blocking work) in the body of the email.

GenoLogics Support will respond with:

  1. A case reference number for tracking purposes
  2. Confirmation on next steps for resolution and follow-up

To Submit a Request Via Zendesk, our Online Customer Service Platform

  1. Have your Zendesk user name and password handy.
  2. Access Zendesk and log on using your credentials.
  3. Select Submit a Request and summarize the issue, including severity, and associated files, such as screen shots.