At eLabNext, we are committed to delivering not just software, but a partnership you can rely on. We’re delighted to hear that many of our customers have consistently found our support to be positive and dependable. Maintaining this level of service is a top priority for us, and to ensure we do so transparently and efficiently, we've made several key updates to our support model.
Ready to experience the difference?
Get in touch through support@elabnext.com to learn more about upgrading to Premium Support.
What Sets Premium Support Apart
🚀 Faster Response Times Across the Board
Premium customers benefit from accelerated response times, even for low- and medium-priority tickets. While our Standard SLA focuses on high-urgency cases, Premium ensures full-spectrum support with contractual guarantees.
✅ Support for All Request Types
Unlike the Standard Support level, Premium Support guarantees that all types of requests (low, medium, and high urgency) will be processed promptly and efficiently.
🎥 Video Consultations and Strategic Guidance
Go beyond incident resolution. Premium includes live video consultations with our product specialists. These sessions can be used to:
- Ask in-depth questions
- Share product feedback
- Report enhancement requests
- Discuss best practices and system configuration
🧠 Proactive Support
Premium Support is designed not just to fix problems, but to help prevent them. Our team proactively advises you on:
- System configuration
- Workflow optimization
- Implementation best practices
This means smoother operations, fewer disruptions, and more value from your investment.
🧩 Business Reviews and Compliance Assistance
Premium Support clients are invited to annual business reviews, where we align our platform and services with your long-term goals. We also support your team during vendor compliance assessments and security audits.
👥 More Team Access and Centralized Oversight
Gain two additional authorized contacts who can communicate directly with our support team. Get full access to the eLabNext Support Desk, allowing you to track and manage all your organization’s tickets
📞 Dedicated Point of Contact
With Premium, you'll have a main contact person within eLabNext—someone who understands your workflows, ensures smooth onboarding of new key-users, and acts as your strategic liaison for ongoing collaboration.
Whats the difference between Standard and Premium Support?
Standard | Premium | |
General Services | ||
| System Hosting and System Maintenance | ✅ | ✅ |
| [SaaS licenses only] Software Maintenance SaaS | ✅ | ✅ |
| [Private Cloud and Cloud only] System Monitoring and Intrusion Detection | ✅ | ✅ |
| Back-ups and Disaster Recovery | ✅ | ✅ |
Support Services | ||
| Access to the Support Channel ticketing ststem for general support and product questions | ✅ | ✅ |
| Consultations to identify, reproduce, and resolve reported Urgent and High Incidents | ✅ | ✅ |
| Access to SciSure Support Training and documentation material | ✅ | ✅ |
| Access to SciSure Developer | ✅ | ✅ |
| Access to quarterly release webinar | ✅ | ✅ |
| Acces to the Customer Care Portal to report Incidents with Severity Levels of Medium or Low. | ❌ | ✅ |
| Consultations to support Authorized Users in the use, configuration or implementation, ask questions, share feedback and report enhancement requests | ❌ | ✅ |
| Participation in annual business review meetings and the option to attend and co-organize organization events | ❌ | ✅ |
| Supporting vendor compliance and security audits | ❌ | ✅ |
| Providing training for new Authorized Contact (key-user training). | ❌ | ✅ |
| Number of Authorized Contacts for incident reporting | Up to 2 | Up to 4 |
| [Cloud only] number of licensed groups | Max 3 | Unlimited |
Advanced Services | ||
| Option to provide paid ESCROW Services | ❌ | ✅ |
| Option to provide paid custom advanced Services | ✅ | ✅(discounted) |