BasePrime Support

What Do You Need Help With?

Select the category that best matches your request so we can gather the right information and route it more quickly.

Select one category below.

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Tell Us More

Provide a few details so we can identify your laboratory, equipment or product, and the right support path.

Selected support category
Contact and Laboratory Information
Support Request Details
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The information submitted will be used to review your request, identify the relevant equipment or product, and determine the appropriate technical, documentation, inventory, or service path.

After You Submit

What Happens Next?

Your request is reviewed and routed based on the laboratory, equipment, product, and level of operational impact.

1

We Review

We review the request, instrument or product details, operational impact, error information, and any supporting files provided.

2

We Respond

The appropriate BasePrime team member contacts your laboratory with questions, guidance, documentation, or an initial assessment.

3

We Determine the Next Step

We help determine the appropriate troubleshooting, replacement, replenishment, documentation, parts, or service path.

Our goal is to reduce unnecessary delays and help your laboratory return to a reliable, productive workflow.