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Our Technical Support AI Chatbot may be able to provide immediate assistance with any issue.
Bear in mind that AI can sometimes make mistakes, but we have humans too! If you need additional assistance, please see the information about our support options below.
When interacting with our Chatbot it is best to state your issue in a full sentence. Correctly identifying the specific software you are using is also good (e.g., PCI, PCI/CFR, PCI AM, LIMS etc.). If you are seeing an error message in Quartz software, it helps to provide the exact wording of the error message. The more background and description that you can provide of events leading up to the issue you are experiencing, the better we will be able to help you.
Support Programs
Annual Software Assurance and Support Program (ASAP)
ASAP is our software assurance and support program for our Workstation Products. By subscribing to our Annual Software Assurance and Support Program at the time of your original software purchase, you will receive all minor and major releases of your Quartz PCI products and be entitled to help desk support at no cost. You will always be compatible with future service packs, operating systems and instrument software versions. Annual renewal payments are required to maintain eligibility for benefits under the ASAP program.
To initiate a support case under ASAP, please contact us
Enterprise Service and Assurance Program (ESAP)
ESAP is our software assurance and support program for our Enterprise Products. The Enterprise Service and Assurance Program provides you with ongoing support as well as free upgrades to new releases of your Quartz software products. You will have direct access to the team that configured and deployed your system. They will be available to:
- Troubleshoot user issues with FA-LIMS and PCI
- Provide configuration changes to meet ongoing workflow requirement changes, if not part of the Admin Functions
- Assist with the use of Admin Functions
- Assist with Field/Form editing
- Assist with configuration of PCI for new instruments
- Support your IT department regarding OS and FA-LIMS upgrades
- Provide ongoing training for new staff
With ESAP, during the first 90 days after initial deployment, we will provide any configuration changes to aspects of the system that are included in the SRS, and up to 3 system updates after the first deployment on your server(s). ESAP does not cover time to configure new aspects of the system or to provide changes that require custom development. For the balance of the first year and for each following year that you subscribe to ESAP you will receive at no extra cost: 30 hours of time to make configuration changes to aspects of the system that are included in the SRS (which is continually updated to reflect your system changes) and up to 3 system updates.
Additional configuration items, custom development and updates are available on a quotation basis.
To initiate a support case under ESAP, please contact us using the unique support email address that you have been assigned.
Per Incident Support
Per incident support is available for customers who are not enrolled in one of our support programs. The cost for per incident support is $450 USD for the first two person-hours, or any portion thereof and $200 USD per person-hour for any subsequent person-hours or portion thereof.
To initiate a per incident support case, please download and complete the authorization form and email it with a brief description of the problem to support2@quartzimaging.com or fax to +1-604-488-3922.
☆ Download Authorization Form