Customer Service
A direct line to the people who know your system best: technical troubleshooting, spare parts, consumables, and software help, backed by a Net Promoter Score of 80.
World-Class Service, By the Numbers
Our support team is one of the reasons customers rate us with an NPS of 80. Whether you need a spare part, a troubleshooting session, or the latest software release, you will immediately reach a person who understands cell therapy manufacturing, not a queue.
Real specialists on the line, not a scripted first-tier queue.
A customer-satisfaction score among the highest in bioprocessing.
Spare parts and consumables shipped quickly to keep you running.
Technical troubleshooting: diagnose and resolve process and hardware issues.
Spare parts & consumables: order vessels, sensors, and accessories with fast turnaround.
RMA & repairs: streamlined return and repair for covered components.
Software & firmware: access the latest releases and update guidance.
Documentation & FAQ: manuals, protocols, and a searchable knowledge base.
Support portal: log and track every request in one place.
Help, From First Contact to Resolved
Call, email, or open a ticket in the customer support portal.
A specialist scopes the issue and confirms next steps with you.
We troubleshoot, ship parts, or schedule service as needed.
We confirm the fix held and close the loop with you.
How Can We Help?
Tell us what you need and we’ll take it from there.