Customer Care Centre

Applied Biosystems delivers comprehensive Customer Care to our SQL*LIMS® customers. We have one of the largest technical support organizations in the industry. Customers can be assured of speaking with a LIMS expert for troubleshooting assistance and for answers to questions pertaining to installation and system operations.

Current support customers may choose between the following support channels according to your region and the urgency of your request.  Our goal is to respond to phone calls within 2 business hours and TSRC submissions (and e-mail in Asia Pacific only) within 1 business day.

• US
  • TSRC (see above)
  • Toll-free telephone hotline support Monday though Friday between 5:30 am and 5:30 pm (Pacific Standard Time).
  • Hotline: 800-762-5467
    
    
• Europe
  • TSRC (see above)
  • Toll-free telephone hotline support Monday though Friday between 09:00 am and 17:30 (Central European Time).
  • Hotline: 00800-7222-2000
  • Technical support is provided in English, as well as in many local languages.

• Asia / Pacific
  • Mail/Web support (TSRC) hotline support Monday though Friday between
    • 8:00 am – 4:00 pm (Singapore)
    • 10 am – 6 pm (Sydney)
  • email sqllims.apacsupport@appliedbiosystems.com
  • Technical support is provided in English.

• An on-line customer bulletin board can be found here
  
  
• Software patches download centre
  
  
• We can also assist you with database management, database tuning and optimization, virtualization, backup and recovery, system configuration, and much more. Please contact the Customer Care team to discuss your special support needs. If you would like to order additional support or consulting services, please contact a sales representative