We're Here to Help
Silabmed provides support and training resources to ensure your laboratory gets maximum value from our platform.
End User Training:
- System navigation
- Sample registration
- Test processing
- Result entry and review
- Report generation
- Quality control procedures
Format:
- Online training sessions (via video conference)
- On-site training (available for Canadian locations)
- Bilingual delivery (English or French)
- Hands-on practice in training environment
Getting Started
Initial Training
Implementation Training As part of implementation, we provide comprehensive training for your team:
Administrator Training:
- System configuration
- User management
- Workflow setup
- Report template configuration
- Integration management
- Troubleshooting basics
Technical Support
Montreal-Based Support Team
Support Coverage:
- Business hours support (Monday-Friday, 9 AM – 5 PM EST)
- Bilingual support (English and French)
- Email and phone support
- Remote assistance capabilities
Support Channels:
Email Support: support@silabmed.com
- Detailed issue documentation
- Screenshot attachments
- Case tracking
Phone Support: [Contact for phone number]
- Direct access to support team
- Real-time troubleshooting
- Screen sharing available
Phone Support: [Contact for phone number]
- Direct access to support team
- Real-time troubleshooting
- Screen sharing available
Support Process:
- Submit issue via email or phone
- Receive acknowledgment and case number
- Support team investigates and provides resolution
- Follow-up to ensure issue is resolved
- Case closure and documentation
Documentation & Resources
User Documentation
User Guides:
- Getting started guide
- Sample management procedures
- Test and result workflows
- Quality control operations
- Report generation
- System navigation
Administrator Documentation:
- System configuration guides
- User management procedures
- Integration setup
- Backup and maintenance
- Troubleshooting reference
Access: Documentation is provided during implementation and available through our support portal.
Language: All documentation available in English and French.
Software Updates
Continuous Improvement
Update Process:
Cloud-Hosted Deployments:
- Updates deployed by Silabmed team
- Scheduled maintenance windows
- Advance notification provided
- Minimal disruption to operations
On-Premise Deployments:
- Update packages provided
- Installation guidance included
- Flexibility to schedule updates
- Technical support available during updates
What’s Included:
- New features and enhancements
- Bug fixes and improvements
- Security updates
- Performance optimizations
- Integration updates
Knowledge Base (In Development)
Self-Service Resources
We’re building a comprehensive knowledge base including:
- How-to articles
- Common questions and answers
- Video tutorials
- Best practices
- Troubleshooting guides
Contact Support
Get Help When You Need It
Email: support@silabmed.com
Location: Montreal, Quebec, Canada
Hours: Monday-Friday, 9 AM – 5 PM EST
Languages: English and French
For Sales Inquiries: sales@silabmed.com
General Information: info@silabmed.com