Service Agreement

Our Commitment to Your Laboratory

The product is only part of the equation. Choosing a LIMS vendor means selecting a long-term business partner dedicated to your success.

LIMS Technical Support

Service defines the relationship between any LIMS vendor and their clients. When users experience technical anomalies, agile technical support becomes paramount in order to prevent delays in laboratory workflow. At Khemia Software, we take a personal investment in the success of our clients and provide comprehensive support for all LIMS-related needs. Our Service Agreement comes standard with 100 hours of technical assistance each year, including all system troubleshooting and additional guidance with LIMS functionality. Because many of our professionals have extensive laboratory experience, we are also able to offer suggestions for best practices to optimize laboratory workflow with Omega 11.

The Khemia Software team ensures timely response to all support requests by implementing an efficient ticket system. Support tickets can be opened via telephone, email or the online portal and are handled in the order they are received. All tickets are logged, tracked, resolved and closed only when you are completely satisfied. This process generally ranges from one hour to a few business days, depending on the nature of the request.

Product Upgrades & Enhancements

In addition to advanced technical support, consistent system upgrades are a cardinal feature of our Service Agreement with significant product enhancements released approximately every other month. Our product development team is highly receptive to client feedback to improve functionality, configurability and ease of use to provide the best possible LIMS experience. Our commitment to continuous improvement has proved to be critical in allowing laboratories to face an ever-evolving business environment with significant financial, regulatory and quality challenges. The Khemia Software team is dedicated to building long-term relationships with laboratories and tackling these opportunities together.