24/7 Human Support
Every Virtual Labs instrument comes with 24/7 technical support from a real human, free for the first 12 months. After that, keep it through our Extended Warranty program. Whenever you need help, you can talk to someone who will make sure your experiment and your data capture run smoothly.
Why It Matters
A behavioral study runs on a schedule set by biology, not by a help desk. When something needs attention, the answer has to come now, from someone who knows the system.
For labs in Europe, Asia, Australia and beyond, support that keeps North American business hours means waiting overnight for an answer. Ours runs on your clock. Whether it’s morning in Tokyo or afternoon in Berlin, someone is there to help.
Cohorts age, dosing windows close and surgeries are scheduled weeks ahead. A setup question shouldn’t cost you a session or push back a study. We help you get back to recording fast, so your timeline stays on track.
Overnight, weekend and home-cage recordings run when no one is in the room. If something looks off, we’ll walk you through checking your setup and confirming your data is being captured, before a session is lost.
You talk to a person who knows the system, from first install to your hundredth session. No waiting until Monday, no scripted answers, just help getting your experiment running the way it should.
What Support Covers
One team, one number to call, for everything that stands between you and a clean recording.
01
A guided remote setup for your first recording: mounting, arena alignment, lighting and network, checked together before your first animal goes in.
02
Mid-session question or an unexpected result? We’ll help you confirm the camera is capturing, frames are being saved and your data is complete.
03
Help choosing recording settings for your assay and arena, so every session is captured the same way across days, cohorts and lab members.
04
Connection, storage, lighting or image-quality issues, diagnosed with you in real time. If hardware needs attention, we coordinate the next step.
05
Guidance applying updates and a walkthrough of what’s new, so your instruments stay current without interrupting a running study.
06
Students, technicians and postdocs change every semester. We’ll get each new person recording correctly, so your methods stay consistent.
How It Works
Call or email any time, day or night, weekday or weekend. Tell us your instrument and what you’re seeing.
A real member of our team works through it with you, live, from first question to confirmed fix.
We make sure your setup is capturing correctly before we hang up, so the next session runs clean.
Coverage
Included with every instrument
First 12 months, free
After year one
Extended Warranty
Questions
Yes. Technical support is available 24 hours a day, 7 days a week, 365 days a year, and you’ll reach a real person, not a chatbot.
No. Support is free for the first 12 months with every Virtual Labs instrument. After that, it continues through our Extended Warranty program.
Yes. Because support runs around the clock, labs in Europe, Asia, Australia and everywhere else get help during their own working day, without waiting overnight for North American business hours.
Every Virtual Labs instrument, starting with the PolarEye™ high-definition smart camera.
Yes. That’s exactly when around-the-clock support matters most. We’ll help you check your setup and confirm your data is being captured before a session is lost.
Need Help Now?
Call or email any time. Tell us your instrument and what you’re seeing, and we’ll take it from there.