Your clients receive a new level of support moving from a legacy licensing model to a comprehensive Customer Success Program. Offer clients an all-inclusive package that combines software, support, and training-simplifying their operations while increasing your deal size. You’re not just selling a product, you’re delivering peace of mind, strengthening client loyalty, and future-proofing your partnerships.
All-Inclusive Software Access: Always stay up-to-date with the latest features, security enhancements, and performance upgrades. No more separate upgrade fees or outdated versions – our Customer Success Program keeps you current and supported.
Simplify Calibration: Instantly view your calibration status, calibration certificates, get automated quoting, and easily submit calibration requests.
Remote System Health Checks: Preventative maintenance on a timeline that works for your customer to maximize their uptime and reliability.
Product Lifecycle Clarity: Transparent access to product lists, calibration status, and lifecycle details.
The new Customer Success Program offers true open-ended support from simple operation questions down to detailed instruction on how to meet compliance requirements. Our success support teams are dedicated to your customer’s success, reachable through phone, chat, or email. You will enjoy:
We want to help your customers succeed. Our Customer Success Program includes:
Remote & On-Site Training: They can book sessions with our specialists for remote or on-site training (site travel costs apply). Ideal for onboarding new operators or administrators.
On-Demand Training Videos: Access a growing library of tutorials, including setup, how-to guides, and advanced workflows.
Live Webinars & Tutorials: Training sessions and webinars covering new features, best practices, and advanced topics.
Refresher Courses: Keep the team sharp with periodic refresher training for both operators and administrators.
Customized Training: Tailored programs for company-specific needs.
Upgrades Included: Software upgrades / license costs are covered in the Customer Success Program-no surprise charges.
Remote Re-Validation: Is now included with this program; on-site validation available for an additional travel fee.
Addendums: IQ (Server specs & software version) and OQ (for new software versions) included for compliance.
Automated Calibration Management: View calibration status and certificates, and receive automated service quotes.
System Health Checks: Preventative maintenance recommended quarterly for optimal performance.
Lifecycle Transparency: Clear view of each product’s lifecycle and support status.
SLA Conversion: Any remaining value on their previous SLA will be credited toward the new Customer Success Program.
All-Inclusive Support: No more unexpected fees. This program covers everything from product handoff to software upgrades and support.
Updated Terms & Conditions: Customers can review our updated agreements to ensure clarity and compliance.
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This program ensures you always have access to the latest software innovations, expert support, and comprehensive training-all designed to maximize your system’s performance, reduce downtime, and streamline compliance, giving your organization greater efficiency and peace of mind. This is more than tech support, it is a partnership to ensure that you meet your cleanroom goals.
By integrating calibration management and regular system health checks, this program ensures consistent performance evaluations, reduces bias, and aligns teams with unified quality standards-critical for compliance and operational excellence. Calibration management and automated quoting are integrated into your program, streamlining compliance and budgeting.
To ensure that you do not lose any value from your previous SLA coverage – any remaining SLA value will be applied as a savings to your new Customer Success Program.
Having a well-defined agreement is a best practice that supports compliance, ensures system reliability, and protects your product and data integrity. Most quality departments in GMP environments will expect them, especially for systems involved in environmental or particle monitoring.
An existing SLA is not a requirement for the Customer Success Program.
The Customer Success Program is like an SLA but even better, it helps you ensure:
Risk Management & Data Integrity:
Auditor and Quality Assurance Expectations:
Auditors often review support and maintenance agreements to confirm:
Support is only available for current software versions. Legacy software support is discontinued to maintain security and performance standards. The Customer Success Program gives you access to both current version support, as well as legacy support while in the process of upgrading.
It is highly recommended. While you can remain on your current software , we are no longer offering support for legacy versions. The new Customer Success Program gives you access to improved support, included upgrades, and additional training. Once you sign up, we do offer legacy support within the first year during the process of upgrading your system.
