Our support commitment, in writing
Labs told us the second thing they buy a LIMS on — ahead of price — is whether anyone answers when something breaks. So here is exactly who answers, how fast, and what happens next. No ticket black holes, no tier-one script readers.
Look it up first
The documentation covers setup, the instrument uploader, the API and webhooks, and the compliance mappings. Most how-do-I questions are answered there without waiting on anyone.
| Plan | First human response | Channel |
|---|---|---|
| Every lab ($49/mo) | 1 business day | In-app support + email, AI assistant first-line Most questions get a same-day answer; one business day is the ceiling we hold ourselves to. The in-app AI assistant answers the common questions instantly, around the clock. |
| Quality Partner ($199/mo) | 4 business hours | Priority queue with a named chemist Priority routing to a named analytical chemist, plus a quarterly review of your QC setup, specs, and audit readiness. |
| Services engagements | Per engagement | Direct line during the engagement Done-for-you migration and audit-readiness sprints come with a direct line for the duration of the work. |
Who actually answers
The people who build the product. Aliquora is founder-run: support tickets land with the engineering team that ships the code, not an outsourced help desk. If your question exposes a defect, the person answering it is the person who fixes it.
Instant first pass, around the clock
Every in-app ticket gets an immediate first pass from Ali, our support agent, which resolves how-do-I and configuration questions in minutes at any hour. Anything it can't settle is triaged for the team with the diagnosis already attached — the response-time commitments above are for the human follow-up, not the first reply.
What counts as broken
Anything that blocks results going out the door is treated as an outage: we work it continuously until resolved, and you can watch status in the app. Questions, configuration help, and feature requests ride the normal queue.
Upgrades never cost you a revalidation
Updates ship continuously and land automatically — no version migrations, no upgrade projects, no consultant re-engagement. The changelog is public, and nothing about your configuration is touched without you doing the touching.
Reach us any time at [email protected] or from the support panel inside the app.
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