Getting Support
Clearline manages the hosted LIMS platform and supports customer workflows, configuration, reports, integrations, and troubleshooting.
Contact
Email: support@clearlinelims.com
For urgent operational blockers, include URGENT in the subject.
What to Include
| Issue Type | Include |
|---|---|
| Login issue | Username/email, lab URL, screenshot, time of attempt |
| Sample issue | Sample ID, client, current state, expected action |
| Result issue | Sample ID, analysis name, value entered, screenshot |
| Report issue | Sample ID, report template, expected change, preview PDF if available |
| User request | Name, email, role, client/lab, start date |
| Integration issue | Instrument/file, worksheet ID, file sample, error message |
Severity Guide
| Severity | Examples |
|---|---|
| Critical | Tenant unavailable, cannot log in, production sample processing stopped |
| High | Cannot register, receive, enter results, verify, or publish for active work |
| Normal | Configuration change, report tweak, new user, profile update |
| Low | Cosmetic issue, documentation question, future enhancement |
Screenshots
Include the full browser window when possible. Do not crop out the URL, Sample ID, state badge, or action buttons; those details help support identify the exact context.
Configuration Requests
For new analyses, profiles, templates, reports, roles, or exports, send examples. A marked-up PDF or spreadsheet usually saves several rounds of clarification.