Support
Help from people who have worked in labs
Support, onboarding, migration and training are included on every plan, including the cheapest one. About half our support team hold laboratory qualifications.
Get in touch
How to reach us
Phone
+91 80 4718 2200Fastest for anything urgent. Median first response under four minutes.
WhatsApp
+91 98455 12200Good for screenshots and quick questions. Same team, same hours.
Email
support@diagnosuya.comBest for anything that needs a paper trail or a detailed explanation.
Video call
Book a sessionFor configuration help and training. Usually the quickest route for anything fiddly.
Availability
When we are here
Regular hoursMonday to Saturday, 9:00am – 9:00pm IST
Sunday, 10:00am – 6:00pm IST
Sunday, 10:00am – 6:00pm IST
Outside hoursAnything that stops you billing or releasing reports is covered round the clock through the emergency number given to every customer at onboarding.
Response targets
How quickly we aim to respond
| Priority | Target |
|---|---|
| CriticalYou cannot bill or release reports | Immediate, worked until resolved |
| HighA significant function is not working | Within 30 minutes |
| NormalQuestions, configuration, how-to | Within 4 hours |
| LowFeature requests and general enquiries | Within 2 working days |
Before you call
You may not need us
A fair proportion of support calls are answered by one of these.
Support FAQ
Questions about support
What are your support hours?
Our team is available 9am to 9pm IST, Monday to Saturday, and 10am to 6pm on Sundays. Critical issues — anything that stops you billing or releasing reports — are covered outside those hours through the emergency line given to every customer at onboarding.
How quickly will someone respond?
Median first response is under four minutes on phone and WhatsApp, and under thirty minutes on email. Issues that block billing or reporting are escalated immediately rather than queued.
Can you help us over a screen share?
Yes, and it is usually the fastest route. Our team will join a video call and walk through the problem on your screen. No installation is required beyond a browser.
Do you train new staff after we go live?
Yes, at no charge. Labs hire, and new people need training. Book a session whenever you take someone on and we will run them through the parts of the system their role touches.
Something looks wrong on a report. What should we do?
Call us before you release it. Report accuracy is the one thing we drop everything for. Send us the registration number and we will look at the record with you, identify whether it is a template, formula or data-entry issue, and correct it while you wait.
Our full customer support policy sets out what is covered and how to escalate.
Not a customer yet?
Support looks the same before you buy. Ask us anything — we will answer whether or not you end up subscribing.
- No card required
- Setup and migration included
- 14-day money-back guarantee