Getting Support
Clearline LIMS is a fully managed service. CTM handles everything under the hood — infrastructure, updates, backups, and configuration. Your team focuses on lab work; we handle the systems.
Contact Support
Email: support@clearlinelims.com
Website: clearlinetechmethods.com
Email is the primary and fastest way to reach the support team. Include as much context as possible in your first message — it reduces back-and-forth and gets you a resolution faster.
What to Include in a Support Request
The more context you provide, the faster we can help. Include:
| Detail | Example |
|---|---|
| Lab name | CENLA Laboratories |
| Your name and role | Jane Smith, Lab Manager |
| Sample ID (if relevant) | H2O-0042 |
| What you were trying to do | "I was trying to publish sample H2O-0042" |
| What happened instead | "The Publish button was greyed out" |
| Any error messages | Copy the exact text of any error |
| Screenshots | Attach if the issue is visual |
For urgent issues, use the word URGENT in the subject line.
Response Times
| Issue Severity | Target Response |
|---|---|
| Critical — System is down, cannot access Clearline LIMS | Same business day |
| High — Core workflow is broken (can't register, receive, or publish samples) | Same business day |
| Normal — Feature questions, configuration requests, non-blocking issues | Within 1 business day |
| Low — Cosmetic issues, general questions, enhancement requests | 2–3 business days |
Support is monitored during business hours (Monday–Friday, 8 AM–6 PM Eastern). Critical issues outside business hours will be addressed as quickly as possible.
What CTM Manages vs What Your Team Manages
Understanding this boundary helps you know when to contact support vs handle something yourself.
CTM Manages
- Server infrastructure, hosting, and uptime
- Software updates and security patches
- Daily backups and disaster recovery
- Analysis service catalog (your test menu)
- Sample type configuration and ID formats
- Report template design and customization
- User account creation and role assignment
- Analysis profiles and templates
- Result specifications and reference ranges
- Email delivery configuration
- Client portal access
Your Team Manages
- Registering and receiving samples
- Entering and submitting analysis results
- Verifying and publishing results
- Adding and managing clients and contacts
- Day-to-day lab workflow
- Exporting and downloading reports
- Identifying and escalating system issues
If you're unsure which side of this line something falls on, just ask — that's what we're here for.
Common Support Requests
Here are the most frequent requests and how to submit them:
| Request | What to Send |
|---|---|
| Add a new user | Name, email, role |
| New analysis service | Test name, keyword, unit, method, specification ranges |
| New analysis profile | Profile name, list of analyses |
| New analysis template | Template name, sample type, profile |
| Report template changes | Description or mockup of what you need |
| New sample type | Type name, prefix, minimum volume |
| Add a new client + contacts | Client name, ID, contact details |
| Enable Auto-Receive | Lab name, confirmation of use case |
| Enable client portal access | Contact name and email |
Providing Feedback
We're always looking to improve Clearline LIMS. If you have a feature request, workflow suggestion, or general feedback, include it in an email to support. Your input directly shapes how the product evolves.