LINQ™ SERVICE & SUPPORT

Expert support at any stage

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solution Design

Deployment & Testing

Training & Handover

Maintenance & Support

Solution Design

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Our Application Specialists & Engineers dive deep into your scientific, digital, mechanical, and spatial requirements to design solutions uniquely suited to meet the requirements of your lab for today, tomorrow, and into the future.

Working in collaboration with your subject matter experts, the Automata team tailors our designs to meet the required efficiency gains needed to provide a clear business case—all before you make a purchasing decision.

Who you will be working with?

Your Account Director will work closely with you to shape a successful solution, ensuring your needs are prioritized from day one. Working closely with the Field Application Scientists and Solution Engineers, they keep the process moving smoothly and align all key stakeholders at your lab, paving the way for a solution tailored to your lab's goals.

Our Team of Field Application Scientists & Solution Engineers bring deep automation expertise to each project, working directly with your lab's technical teams to understand your specific needs. By translating lab needs into a tailored workcell design, they ensure that every solution meets your success metrics, covering every detail for optimal performance and precision to automate or scale your processes. This team persists throughout your deployment journey to help provide clarity, answer questions, and consultation as needed.

Deployment & Testing

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At deployment, a dedicated Customer Success Manager and Engineer become your main points of contact, supported by experts in deployment, IT, digital integration, and scientific applications.

Based on your location - your workcell design will come to life in either our London or Boston facilities, where we complete a suite of testing known as Factory Acceptance Testing (FAT) to confirm optimal performance. You are invited to join us onsite or remotely for added assurance during this process.

After FAT, we deploy to your lab, reassembling the workcell and completing a rigorous Site Acceptance Test (SAT), including IQ and OQ. Our Customer Success Managers (CSM) work with your lab and facilities team to optimize for a smooth, disruption-free setup.

WHO YOU WILL BE WORKING WITH?

Acting as the main point of contact, your CSM oversees the entire project. They ensure each step aligns with your objectives, stepping in to clear any roadblocks and to guarantee the project's successful delivery.

The CSE is the technical lead for the project. They lead on low level design, deployment and testing of the workcells and workflows. This includes conducting the Factory and Site Acceptance Testing (FAT and SAT) for the workcell.

Additional services

Automata's Customer Success Team is available to develop and deploy workflows tailored to your needs. While this is often part of the initial setup and scoping- you can request workflow support anytime during your workcell's lifecycle. Our team uses the same LINQ Cloud toolset accessible to all customers.

As part of our deployment service package, Automata's Solution Architects can provide end to end data integration services work for our customers. Most commonly this is the integration of LINQ Cloud with an ELN, LIMS, or another database of your choosing.

Training & Handover

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As part of handover the Customer Success Manager will develop a joint success plan with the lab. This includes comprehensive training and onboarding for lab staff on how to create, test, and run workflows.

Regular check-ins are used to track progress and ensure the lab is getting all the support they need. The success plan is only complete once the lab is confident in daily operations and system use.

Who you will be working with?

The CSM remains your team's main point of contact. They ensure customers have everything they need to take full operational control of their workcell.

Maintenance & Support

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Automata's ongoing support combines the efficiency of cloud-based monitoring with in-person care to keep your operations running smoothly.

Our remote support team addresses issues in real-time, enabling us to find resolutions within hours rather than days. When onsite support is needed, our field services team is available to ensure minimal disruption.

In addition to responsive support, our team performs annual preventative maintenance of LINQ hardware to keep your workcell at peak performance.

Who you will be working with?

The Customer Success Manager remains your main point of contact should you need particular support from Automata. They will continue a regular check in cadence to ensure you have all the support you need

Automata's dedicated support team ensures maximum system uptime post-handover, working closely with the Customer Success Manager. They triage support requests, coordinate second-line support when needed, and perform regular preventative maintenance to keep your workcell running reliably and efficiently.

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Scale accurate data generation in your lab with intuitive workflow creation and data management.

Talk with our Automation experts for a personalised walkthrough of LINQ.

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