Opentrons offers a variety of support options for all customers. For the lifetime of your OT-2, you get access to our legendary in-house, Brooklyn*-based, all remote technical support team. We never read from scripts, and we'll take the time to give you the help you need. There are many ways to contact support, but the first step for most people should be to search our documentation.
If you can't find an answer to your question, then you should start by consulting our statement of support while being mindful of what is outside of the scope of support. Please understand that any support that might be offered beyond the scope defined there is done at the discretion of the support team member and is provided as a courtesy.
How do I get in contact with support?
All communication is done through live-chat or by email. We do not offer on demand phone/video support for a few reasons. If you feel strongly that we should, feel free to contact me and voice your opinion.
We try to respond to everyone within 2-8 business hours. If you do not hear back from us within 48 hours, first check your spam, then reply to your initial thread/message asking for an update.
Does Opentrons provide onsite support?
Opentrons relies on 100% remote support. This allows us to offer a high quality service across the globe free of charge to everyone. We have years of experience troubleshooting all types of issues remotely and are confident that we can resolve anything that comes up.
After a case is resolved or automatically closed due to a lack of activity, a customer satisfaction survey will be sent to your email. We track responses to these surveys through Salesforce with a target of 90% customer satisfaction.
Support management regularly reviews responses, and may contact customers who leave negative reviews for more context.
*Some of us are no longer based in Brooklyn due to COVID, but our hearts are still there.