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Instrument Support

24/7 Helpline

 

Your work is important! We never want your lab operations to get significantly derailed by a technical issue. That’s why Quotient provides MosaiQ operation support 24 hours a day, 7 days a week.

Our support team is made up of highly-skilled engineers and application specialists who can help your laboratory with MosaiQ installation, preventative maintenance and technical support either on-site or remotely.

We will also offer an entire self-tracking system so you can follow the status of any of your registered support requests.

  • Case acknowledgments confirm that your case has been assigned.
  • Advanced case notifications provide you with your expected resolution date.
  • Case status details specific issues of the case.

 

MosaiQ System Installation Process:

  1. A team of service engineers and application specialists will perform a pre-installation survey to ensure a seamless and rapid implementation of MosaiQ Instruments in your lab.
  2. Working with you, the team will develop a comprehensive schedule, detailing each step of the MosaiQ commissioning process. This will give you full visibility of the project and allow you to plan your resources accordingly.
  3. Your lab will receive a comprehensive validation package containing all the documentation to perform your system validation (IQ/OQ/PQ). This will allow you to be fully compliant and operational in a timely manner.

 

Remote monitoring: With MosaiQ, Quotient provides a remote monitoring solution to proactively identify and help resolve potential issues before they occur. Quotient’s goal is to offer its customers greater peace of mind to continuously provide your organization with reliable results.

Using a secure, remote connection, our engineers are available to assist your staff with any MosaiQ related questions or concerns—on demand! Upon request, we are able to predict technological incidents, download log files, upload software fixes, or use a mirroring screen to optimize the use of your MosaiQ instrument.

Our remote connection technology guarantees the security of your network. The privacy of donor data is protected against various cyber-attack mechanisms. In addition, no donor information is transmitted. This solution is HIPAA compliant and guarantees total traceability of any remote sessions.