Supporting You with Application and Technical Services
Our customers are the focus of everything we do at Sophion. To help you achieve maximum benefit from your QPatch or Qube system we provide an array of opportunities for support, training and networking.
At Sophion, technical support is more than providing software updates or helping with installations. It is about using our accumulated technical expertise to ensure that your QPatch or Qube system performs continuously, optimally and reliably.
We are fully aware of our customer´s focus on extending the lifetime of their instruments, avoiding unnecessary down-time and maximizing value of ownership. We stand ready to help you fulfill this important task.
Our dedicated service engineers replace instrument components before they are worn out to prevent costly instrument breakdowns and repairs. Our team extends instrument lifetime by making sure that your instrument is calibrated, updated, tested and fine-tuned on a regular basis. We strive to guarantee the quality of the work performed on your instrument.
Sophion service engineers and application scientists work as a team to provide all QPatch and Qube users with the best possible support. All members of our service team are certified on our complex system and high-end technology.
With field offices in Europe (based in Denmark), USA, and Japan, and technical collaborators in Japan, China and India, we can provide rapid response on service calls for all our QPatch and QUBE users.
Sophion Technical Support gives you:
- Unlimited support by email or phone 24 hours a day by a certified specialist
- Quick on-site technical support
- Proactive support with a customer focus
- Preventative maintenance visits
- Reduction in instrument down-time
- High continuity in customer contact and communication
- Full transparency of expected costs with a service plan
Sophion Service Plans
A Sophion service plan is the optimal route to secure high performance and long endurance of your instrument and is the best way to ensure that you can meet goals within your organization or for your own customers.
With Sophion you can get exactly the service solution that fits your individual needs. Choose the right level of support from a range of packages and enjoy a consistent level of care minimizing the risk of unexpected repair costs and maximizing the value of ownership.
The Gold Plan provides full coverage and the quickest on-site response time. The Gold Plan includes the following:
- Unlimited service visits
- 2 maintenance visits per year
- On-site response time – 3 business days
- All spare parts
- Software and user manual upgrades
The Silver Plan provides ‘basic coverage’. The Silver Plan includes the following:
- Unlimited service visits
- 2 periodic maintenance visits per year
- On-site response time – 5 business days
- Software and user manual upgrades
Sophion provides the highest level of application support by dedicated and skilled application scientists. Our application scientists are electrophysiologists, molecular biologists, biochemists and cell biologists, and can assist you with any issues you may have with QPatch and Qube assays. All our application scientists have many years of experience in electrophysiology as well as tissue culture and, of course, QPatch and Qube.
In order to help you in the best possible way, your primary contact person will be a dedicated application scientist from Sophion who knows and understands your ion channel assays. When the QPatch or Qube is installed in your laboratory, this application scientist will spend 3–5 days with you, transferring your electrophysiological assays to the system, and giving you comprehensive training on how to use the machine and the accompanying software. This initiates the long-term relationship between you and Sophion, where trust and sharing knowledge are key factors.
Our Applications Library is accessible online and provides a broad range of published papers, application reports and posters. The library is available for anyone who is interested in QPatch and Qube and ion channel data.
As a Sophion customer, you can also download guides, recipes or technical documents, and the latest version of assay software. Simply login on our website, and these documents will be available to you. We also suggest that you contact your dedicated application scientist when starting with a new ion channel target on QPatch or Qube – we may be able to help you reduce the time it takes to set up and validate your assay.
Sophion Bioscience offers the service of optimizing your cell line and/or assay. Ship your cell line to Sophion and we will optimize cell culture procedures and assay parameters for a nominal fee. If you do not have the necessary cell line available currently, Sophion can provide you with a cell line of choice and QCells, fully optimized and ready for your QPatch or Qube experiments. All experiments and communication is of course conducted under strict confidentiality. A cell line optimization can be completed within 1-2 months.
A cell line optimization gives you:
- 10 vials of optimized cryopreserved cells
- SOP for optimized cell culturing
- QPatch assay protocols
- continued support on your cell line
and a validation report containing:
- optimized solution recipes
- validation of electrophysiological ion channel properties
- success rate data
Following your cell line and assay optimization, your designated Application Scientist will be available for follow-up questions and support via email or telephone, free of charge. In addition to the full custom cell line optimization, Sophion Bioscience also offers the opportunity to Rent-a-Resource for training and tips on cell line and assay optimizations, at your facility.
Sophion’s professional courses have comprehensive content with hands-on training in all aspects of electrophysiology, with focus on automated high throughput electrophysiology on QPatch and/or Qube.
When purchasing a QPatch or Qube system, comprehensive training in system operation and data analysis software is a part of the package. However, changes may occur in your drug discovery program. So you need to train new users or learn more about new types of assays and data analysis. For this purpose, you may choose to Rent-a-Resource, or to take the opportunity to have a custom-made course for your employees.
Contact us to get more information on arranging a course or workshop custom-made for you, your group, lab or company at a location of your choice.
Sophion offers Rent-a-Resource service to use if complex challenges occur in relation to your QPatch or Qube experiments. A Sophion application scientist will come to your lab to work with you.
Consider Rent-a-Resource for:
- Training in general electrophysiology
- Training in setting up experiments and assays with the software
- Training in complex electrophysiological and pharmacological analyses of large data sets using the QPatch Assay Software
- Cell culturing – how to optimize your cells for the best QPatch and Qube performance
- Operating QPatch and Qube (for new users)
- Setting up and optimizing experiments for QPatch and Qube on a new ion channel target
- Setting up a big screening campaign on your QPatch and Qube systems.
You can Rent-a-Resource in order to help solve one or more problems, or simply to gain more knowledge or if you have limited resources in your own lab (see also our options for Courses and Training). We can either come to your laboratory, or you can visit ours (as one person or in a small group). We will provide you with a competent, friendly and service-minded Application Scientist who has expertise on your particular ion-channel challenge.
At Sophion Bioscience we work hard to keep users up to date with new developments in the field of automated patch clamp. For example, we co-sponsor the Drug Discovery for Ion Channels Meeting at Biophysics each year and host several user meetings each year – in both Europe, USA and Japan.
See our Event Calendar for more information.
User Meetings are a great opportunity for users to network and share ideas, tips and tricks with each other and Sophion scientists. You can also meet us and fellow users at the QPatch Knowledge Network Group on LinkedIn.
Our extensive Applications Library gives you the opportunity to download application reports and posters with QPatch and Qube data. If you are a User, you will also have access to guides, recipes and manuals. Click here to log in as a user.
With our QPatch Knowledge Network on LinkedIn, we encourage scientific discussion among leaders in the automatic patch clamp (APC) community. This is a closed forum for QPatch users to discuss technical issues and share tips and tricks. We also share good ideas with you and ask for input on difficult topics.
You can even follow our activities on Twitter.
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