The Request Support button is used to request technical support for an instrument that is connected to Thermo Fisher. This button is accessible from both the system profile and instrument profile pages.

Based on the lab connection and service ticket status, the following pages are displayed when the Request Support button is selected:

  • New Support Request page
  • Modify an Open Ticket page
  • Generate a Service Bundle page
  • Request Support Troubleshooting page

NOTE

To use the Request Support button, the lab must be connected with Thermo Fisher.

To use the Request Support button, the instrument must either be under warranty or the instrument must be serviced by Unity Lab Services (service provider is selected during waiting for setup or within the system profile page).

If the lab is not connected with Thermo Fisher, users cannot generate the service ticket for the instrument. However, they can still generate a Service Bundle and manually share it with the Technical Support team.