Unlimited support for every user.
Fast, thorough and accessible support is a central element of the iLab service. Researchers can find support through several paths:
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Online Support
Unlimited access for all users. The support portal is accessible via the iLab system. Users leave feedback or ask questions of the iLab team at any time. At the support portal users can also access answers to frequently asked questions from other iLab users. -
Email Support
Unlimited access for all users. Available at support@ilabsolutions.com -
Telephone Support
Unlimited access for all users. 617.297.2805 -
Support Hours
Standard support hours through all media are Monday-Friday (8:30 am ET to 8:30 pm ET). Emergency support is available by email 24 hours a day, 7 days a week. -
Response Time
iLab guarantees replies within one business day; average response time is under two hours.
Both times that I put in requests they were answered almost immediately.
Joseph Frey, Lab Manager, UMass Medical School
Joseph Frey, Lab Manager, UMass Medical School
The iLab experts have been very available to answer questions and solve problems.
Stephanie Courchesne, Graduate Student, Harvard Medical School
Stephanie Courchesne, Graduate Student, Harvard Medical School