Overview

Minimise time spent on dealing with technical issues

The digital logbook enables you to record all incidents in the laboratory and get a full audit trail of technical issues and fixes, which can be exported for use with regulatory bodies. On raising an issue you can receive automatic troubleshooting suggestions based on your site’s previous records and how the issue was resolved.

Need technical support from Roche? Use the information you’ve already provided to raise a case in a couple of clicks, meaning our Technical Specialists will be better informed to resolve your issue faster. You can track the progress of your technical cases live and will be notified of any updates. Online Support also includes an intuitive dashboard to provide you with key insights into the volume and types of technical issues occurring.

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 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 standardised way and request support based on logged issues to accelerate resolution time and increase automation

  • Maximise 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.

Easy access to data and insights

  • 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 minimise downtime

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

  • Have all your records digitised 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 licence 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-IE-03064