Scientists Supporting Scientists

At Synthace, our support team is comprised of scientists with a wide range of skills and expertise. When support is needed, we're on your team too.

Customer Success at Synthace works to develop and deliver market-leading technology informed by relentless engagement with customers solving valuable scientific problems.

Experts in Synthace, automation and biology

Every Field Application Scientist (FAS) on our highly technical team has years of laboratory experience from all levels of academia and industry. 

From our lab to yours

We understand your problems because we have faced them ourselves. 

The Customer Success Team regularly contributes to our case studies and application notes. Take a look to see how you can bring your science to the next level. 

Deployment and training

Your Field Application Scientist works hard to understand your process and ensure Synthace is configured for maximum impact. 

Deployment and training are tailored to our customers: 

  • Automation experience
  • In-person or virtual delivery

We make sure you walk away confident.

Best practice for lab automation

We help clients review end-to-end process automation and best-practice use of technology to enable the transformation of the science undertaken. By optimizing your lab we can help you get the most out of your automation and perform science that previously wouldn't be possible. 

Contact us for a 1 to 2 week in-depth review to plan a transformative approach to digital adoption in your lab. 

Software Configuration

Our team learns your process and ensures your Synthace environment is customized to fit your needs.

Training and Deployment

Customized training sessions are tailored to your level of experience with automation. Synthace is deployed with fit-for-purpose configuration.

High-Touch Onboarding and Support

Regular touch points ensure you are getting the most out of your Synthace experience and value is realized.

Additional support

Support when you need it

  • Live support allows you to chat directly with our Customer Success team
  • Hours of Support : 09:00-19:00 GMT, 08:00-14:00 EST
  • Securely share workflows for rapid solutions
  • Comprehensive in-platform documentation 
  • Training guides and videos to hone your Synthace skills

FAQs

Currently we support customers in the UK, Europe, USA, and Canada. 

Support Hours are 08:00 - 19:00 GMT, 08:00 - 14:00 EST

Yes, we offer best-practice consultation of technology to enable the transformation of the science undertaken in your lab. Our Customer Success team is composed of experts in a variety of biological fields and automation techniques. 

Contact us for a 1 to 2 week in-depth review to plan a transformative approach to digital adoption in your lab.

A standard deployment happens 2-4 weeks after a license is signed. Additional time might be needed and discussed with customers for more complex or custom deployments.

Training and onboarding generally spans a few hours to 2 days, depending on how you want to get the most value out of Synthace. This includes driver and device integration as well as an in-person or virtual training session. 

Yes, we offer an in-depth training during our initial deployment and onboarding period, be it on-site or virtual.

We also offer training for new members of the lab, or for lab members who need an extra session later on, at an additional fee. 

A dedicated Field Application Scientist will be responsible for your deployment and training, working with you to understand you and your needs. Following deployment you will be able to directly contact your Field Application Scientist for any additional support you may need. 

Yes, whether you require in-person or virtual deployments you can be assured that our team will get the job done. Having deployed virtually at multiple sites, across multiple continents, we know how to get you up and running ASAP. 

Generally during initial deployments there are specialized protocols we build for you. Afterwards you can always contact your Field Application Scientist to assist in configuring any protocols you may have. 

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