Premium technical support is available throughout LINK implementation, from discovering new applications and optimizing protocols to troubleshooting any LINK issues. When you need assistance, our trained technical specialists are just a phone call away.
At Lumetics, our online support team is equipped with the tools and training to diagnose and resolve issues remotely, using Microsoft Teams for seamless collaboration. Our experts provide comprehensive assistance for support cases, installation, and training for all LINK users.
With years of hands-on experience working onsite with equipment like yours, our product-savvy support and training staff understand both the technical and scientific aspects of your work. This enables our team to assist at every level and develop effective solutions tailored to your needs. Expect fast responses and reliable problem resolution when you reach out to Lumetics support.
Lumetics technical specialists are actively developing an online database to support training, applications, common troubleshooting, and LINK configuration. Available resources include:
Quick Start Guide: Self-guided LINK training available for download or online follow-along.
Training Video Library: Supplementary downloadable videos covering all advanced LINK functions.
Application Notes: Downloadable notes providing detailed insights and best practices for various applications.
Lumetics service solutions are designed to maximize the performance of your people, processes, and technology. Our support for LINK—including feature development and custom workflows—is grounded in deep expertise across particle analysis, drug manufacturing, quality control, data analysis, and software engineering.
Ongoing maintenance and support are essential to successful LINK deployment. We offer three software support plans—Standard, Silver, and Gold—each tied to a specific LINK server and active for the duration of the license.
Plan details are outlined in the Support Plan Benefits table below, helping you choose the level of support that aligns with your operational needs.
The default service included with the purchase of the LINK software. Customers can contact Lumetics technical support at no additional charge during standard business hours. Key features of the plan include:
Unlimited Support: One year of unlimited phone, email, and web-based support for installation, configuration, usage issues, workarounds, patches, maintenance releases, and product updates during Lumetics business hours.
Expert Assistance: Guidance from a Lumetics specialist on all aspects of LINK, including help developing import methods, analysis templates, and Word report templates as needed.
Software Updates: Access to minor and major feature releases for supported software.
Bug Fixes: New bug fixes as they become available.
Customer Portal Access: 24/7 access to the Lumetics customer portal.
Support Availability: Access to Lumetics experts 8 hours a day, 5 days a week.
Includes all benefits of the Standard support plan, with additional features designed for faster, personalized support. Customers are assigned a designated support expert who is familiar with the site’s configuration and specific needs. Support is available at no additional charge during defined Lumetics business hours. Key enhancements over the Standard Plan include:
Guaranteed Response Times:
- Severity 1: Response within 2 Lumetics business hours
- Severity 2: Resolution within 4 Lumetics business hours
- Severity 3: Resolution within 1 business day
Designated Support Expert: A dedicated specialist familiar with your site and configuration.
Monthly Review Calls: Regular conference calls to review open technical issues and operational concerns.
Priority Support: Silver Plan users receive priority over Standard Plan support calls.
The Gold Support Plan includes all benefits of the Standard and Silver Support Plans, with enhanced access and priority support designed for mission-critical operations. Customers receive unlimited access to technical support during defined Lumetics business hours, extended hours, and holidays. Key features beyond the Silver Plan include:
24/7/365 Support: Access to technical support during standard hours, extended hours, and holidays.
Guaranteed Response & Resolution Times for Severity 1 Incidents:
- Response within 1 hour
- Resolution within 4 hours
Severity 2 Incidents: Resolution within 8 hours (24/7/365)
Manager on Call: 24/7 availability for time-sensitive escalations.
Support for New LINK Features: Assistance with adopting and using new software capabilities.
On-Site Technical Visit: One technical visit included.
Bimonthly Review Calls: Conference calls twice a month to review open technical issues and operational concerns.
“Your team has been a real pleasure to work with and we really appreciate all the work your teams have done for us. I work with very many vendors and none come close to your companies’ level of service.”
“Implemented Lumetics LINK analysis package in particle and lyophilization center of excellence, which allowed for consistent, fast, and more accurate report generation.”
“We have been working together for many years with an excellent solution Lumetics company offers: Link software. This helps us tremendously to analyze mainly flow imaging data.”
“The LINK product and support are TOP NOTCH. Your responsiveness to the customer’s needs are excellent! In this industry its extremely difficult almost impossible to get changes turned around as quickly as your team does.“
— LUMETICS —
Ottawa, Ontario, Canada
Phone: 613.417.1839
Email: info@lumetics.com
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