Support Policy

Commitment

Verified software issue? We commit to providing a fix or workable resolution within 24 hours.

When the clock starts

The clock starts when support has enough information to reproduce a verified OneLab defect. Waiting for customer information pauses the clock. Resolution means a deployed fix, rollback or accepted workable workaround.

Priority

Production-blocking clinical workflow defects receive highest priority. Requests receive a ticket identity, owner, severity, timestamps, updates and closure reason where support tooling permits.

Exclusions

Hardware, computers, internet or network failures, third-party provider outages, unsupported analyzer protocols, custom development, on-site travel, scheduled maintenance and force majeure are excluded from the 24-hour commitment.

Support levels

• Basic: Business-hours support
• Growth: Priority business-hours support
• Advanced: Support level confirmed during onboarding.

This is not a claim of 24×7 staffed support.

Contact support

Email contact@onelab.biz, call 8855036291, or use WhatsApp. Never send patient or clinical information through a public enquiry.