Overview

Register, consult and solve support requests

Accessible 24/7 through mobile and desktop devices, this web portal allows you to submit and view service requests, without using the phone or sending an email. With the intuitive user interface, you can create a case in just a few clicks- simply scan the QR code on your instrument to get started. Record all maintenance activity and access request history in the Digital Logbook and use the dashboard overview to monitor the progress of all your requests, even if they were not submitted through this digital service. Experience the convenience of support simplicity, speed and flexibility. Screen reader support enabled.

Two laboratory professionals wearing white lab coats are engaged in a discussion in a clinical setting.

Online Support

Online Support offers end-to-end issue management in a Digital Logbook, faster support request handling with Roche and troubleshooting guides for self-fixing, all seamlessly integrated in one place.

A smartphone and tablet displaying an online support system interface. The smartphone screen shows a user dashboard with support requests and updates, while the tablet screen lists detailed support case information.
Features

An end-to-end service online solution

  • Request support anytime, on any device to leverage flexible access to Roche customer service 24/7, no phone or email needed

  • Make requesting support easier than ever before with QR code scanning and the possibility to attach images

  • Record all issues digitally in your Digital Logbook in a standardized way and request support based on logged issues to accelerate resolution time and increase automation

  • Maximize transparency with proactive status updates and an overview of all requests (Online Support, phone, email) including related service activities and reports in one place

A desktop monitor, tablet and two smartphones displaying different views of an online support system.

Dashboards and adoption material

  • Access the history of all logged issues and requests for your own, direct troubleshooting of similar issues, thereby reducing downtime

  • Fix issues yourself easily with detailed troubleshooting guidelines, including step-by-step instructions and related images to minimize downtime

  • Get insights on all issues, their frequency and status in one dashboard overview for better monitoring and management

  • Have all your records digitized in one place. Export the data and use it in other applications to facilitate auditing and improve compliance

Disclaimer
  • Not every digital product is available in all markets. The use of any third-party app is subject to a separate license agreement with the respective third-party app developer. Roche gives no warranties (express or implied) with regard to any third-party app. Third-party apps might not be available in your country. This website and its content may be accessible worldwide, Roche assumes no liability with regard to the access to the information, which may not be compatible with legislations or regulations in force in your country.
  • MC--11493