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Instrument Support

24/7 Helpline

We will do our utmost to ensure that the MosaiQ system contributes to the smooth operation of your lab. Therefore, Quotient will provide MosaiQ operational support 24 hours a day, 7 days a week.

 

Our support team is made up of highly-skilled engineers and application specialists who can help your laboratory with MosaiQ installation, preventative maintenance and technical support either on-site or remotely.

We will also offer an entire self-tracking system, so you can follow the status of any of your registered support requests.

  • Case acknowledgments confirm that your case has been assigned.
  • Advanced case notifications provide you with your expected resolution date.
  • Case status details specific issues of the case.

MosaiQ System Installation Process:

  1. A team of service engineers and application specialists will perform a pre-installation survey to ensure a seamless and rapid implementation of MosaiQ Instruments in your lab.

  2. Working with you, the cross-functional team will develop a detailed schedule, detailing each step of the MosaiQ commissioning process. This will give you full visibility of the project and allow you to plan your resources accordingly.

  3. Your lab will receive a comprehensive validation package containing all the documentation for your system validation (IQ/OQ). This will allow you to be fully compliant and operational in a timely manner.

Remote monitoring: With MosaiQ, Quotient will provide a remote monitoring solution to proactively identify and help resolve potential issues before they occur. Quotient’s goal is to offer its customers greater peace of mind and to continuously provide your organization with reliable results.

Using a secure, remote connection, our engineers will be available to assist your staff with any MosaiQ related questions or concerns—on demand. Upon request, we will be able to forecast maintenance needs, download log files, upload software fixes, or use a mirroring screen to optimize the use of your MosaiQ instrument.

Our remote connection technology respects the security of your network. We have designed our technology to respect your cybersecurity policy. In addition, no donor information is transmitted. This solution is HIPAA (Health Insurance Portability and Accountability Act) compliant and guarantees total traceability of any remote sessions.