Support Policy Page

At Lab A2Z , we are committed to providing excellent customer support to ensure the optimal performance and satisfaction of our laboratory instruments. This Support Policy outlines the services and assistance we offer to our customers. Please read this policy carefully to understand the support options available to you.

1. Technical Support Channels:

We offer multiple channels for technical support to address your inquiries and provide assistance with our laboratory instruments. The available support channels may include:

- Phone Support: You can reach our technical support team by phone during 24 hours. Our support representatives will assist you with troubleshooting, product information, and general inquiries.

- Email Support: You can contact our technical support team via email at  Support@laba2z.com . Please provide detailed information about your issue or inquiry, including relevant instrument details and any error messages encountered.

- Online Resources: We maintain an online knowledge base and frequently asked questions (FAQs) section on our website. These resources contain product documentation, user guides, troubleshooting tips, and other helpful information.

2. Support Scope:

Our technical support services cover the following areas:

- Instrument Setup and Configuration: We provide guidance on the installation, setup, and configuration of our laboratory instruments.

- Troubleshooting: Our support team will assist you in diagnosing and resolving technical issues or errors encountered during the use of our instruments.

- Software Assistance: We offer support for instrument software, including guidance on software installation, updates, and usage.

- General Inquiries: Our support team is available to answer your questions regarding product features, specifications, compatibility, and other related inquiries.

Please note that our support services may vary depending on the specific product or service you have purchased. Additional details regarding the scope of support will be provided in the product documentation or service agreement.

3. Exclusions:

Our support services may not cover certain situations, including but not limited to:

- Hardware Modifications: We do not provide support for any modifications or alterations made to our laboratory instruments that are not authorized or recommended by Lab A2Z.

- Third-Party Components: Support for third-party components, accessories, or software not provided by Lab A2Z may be limited. We recommend contacting the respective third-party vendor for assistance.

- Training: While we may provide basic guidance on instrument usage, in-depth training on scientific techniques or methodologies may not be included in our support services. We offer separate training programs or resources for specific training needs.

4. Updates and Upgrades:

We strive to continuously improve our products and may release software updates, firmware upgrades, or new versions of our laboratory instruments. Depending on the product and support agreements, you may be eligible for updates or upgrades during the defined support period. Information about available updates or upgrade options will be communicated through our website or other appropriate channels.

5. Customer Responsibilities:

To ensure effective support, we request that customers:

- Provide accurate and detailed information about the issue or inquiry to facilitate efficient troubleshooting.

- Cooperate and follow the instructions provided by our support team during the troubleshooting process.

- Adhere to the terms and conditions outlined in the product documentation, including proper usage, maintenance, and storage of the laboratory instruments.

6. Contacting Technical Support:

To reach our technical support team or access support resources, please use the contact information provided below:

phone:  +971527822120 

email:  Support@laba2z.com 

7. Support Hours:

Our support hours may vary depending on your location and the specific product or service. Please refer to our website or contact our support team for the current support hours.

Please note that this Support Policy is subject to change without prior notice. The most recent version of the policy will be posted on our website.

Last Updated: [2/11/2023]