AFTER GO-LIVE
Support from the people
who built the product
Go-live is the start of the relationship, not the end of it. Here's how support and training actually work once your lab is up and running.
Direct Access to the Team
You reach the people who built the software — no offshore call center, no tiered ticket queue to work through first.
Training That Continues
Onboarding training doesn't end at go-live. As staff turn over or new workflows come online, we help your team stay current.
Updates Without Disruption
Compliance and bug-fix updates ship at no charge. Feature updates are scheduled with your lab, not pushed without warning.
HOW TO REACH US
Support channels
Email Support
info@luciplex.ai — our standard reply window is within 24 hours.
Critical Issues
Production-down issues jump the queue and get a priority response, any hour of the day.
In-App Guidance
Reference material and workflow guides live inside the product, not a separate portal you have to go find.
Support coverage is 24/7 — critical production issues are handled around the clock, every day of the year.
Training, built for how labs actually staff
Initial training happens during implementation, walked through role by role — front desk, techs, and lab leadership each see the parts of the system they'll actually use. After go-live:
- New hires get a live walkthrough of their workflow, not a video library to figure out alone
- In-app guidance covers the day-to-day reference questions
- Workflow changes (new instrument, new test, new office) come with updated training for the team touching them
QUESTIONS?
Talk to the team
you'll actually work with
No account managers relaying your question to engineering — just ask.
Contact Us