Instruments & Services Portal

InstrumentsLife is now easier to manage & Services Portal frequently asked questions

1. When attempting to add an instrument, I cannot see my instrument serial number in the list. If you are unable to locate a serial number in the preassigned list of instruments, click “Can’t Find Your Instrument” to access the “Request Service” form. The “Add Instrument” option in the drop-down menu is autopopulated, so simply add your serial number to the comments section and click “Submit” to contact the Life Technologies help team. Please allow 24–48 hours for a response.

2. I can access the Instruments & Services Portal, but cannot see any data in the dashboard. The dashboard is populated with the data from your “Instruments” section. Go to the “Instruments” section and add instruments for which you want to see data in the dashboard. In some cases, data may not be available on your system. For example, if you are not connected to remote monitoring, you will not see connected information within the “Instrument Alerts” graph.

3. I received a “No Results Found” message when adding an instrument. If no instruments are listed, click “Can’t Find Your Instrument” to access the “Request Service” form. The “Add Instrument” option in the drop-down menu is autopopulated, so simply add your serial number to the comments section and click “Submit” to contact our help team. Please allow 24–48 hours for a response.

4. I need to be a site administrator. How can I become one? Being a site administrator allows you to manage user roles within the Instruments & Services Portal for users within your institution. Your site administrator can grant you site administrator access. Select “User Preferences” on the left panel to view the site administrators for your institution. Select a site administrator to send an email requesting site administrator access. If no site administrator is listed for your institution, click “Help” to contact Life Technologies for instructions. 5. How can I become a lab administrator? Being a lab administrator allows you to create and manage labs for your location. Lab administrators have the ability to add instruments and contacts into a lab. Your site administrator can grant you lab administrator access. Select “User Preferences” on the left navigation panel to view the site administrators for your institution. Select a site administrator to send an email to requesting lab administrator access. If no site administrator is listed for your institution, click “Help” to contact the Life Technologies help team for instructions.

6. How can I get access to a lab? Select the “User Preferences” link on the left navigation panel to view the lab administrators for your institution. Simply ask your lab administrator to add you to a lab, or use the table within the “User Preferences” screen to highlight the lab administrator and select “Request Lab Access” to send an email to your lab administrator from the Instruments & Services Portal.

7. Who is my site administrator? Select “User Preferences” on the left navigation panel to view the site administrators for your institution. If there is no site administrator listed, please click “Help” to contact the Life Technologies help team.

8. Who is my lab administrator? Select “User Preferences” on the left navigation panel to view the lab administrators for your institution. If there is no lab administrator listed, please contact your site administrator or click “Help” to contact the Life Technologies help team.

9. How do I learn more about remote monitoring? Please view the “Remote Monitoring and Diagnostics Service” document. This document can be accessed from the “Help” screen.

10. How can I get my instrument set up with remote monitoring? Select the instrument you would like to connect to remote monitoring on either the “Instrument Details” or “Lab Details” screen. If remote monitoring is available for your system, you will see the “Get Connected” link. Click “Get Connected,” which will direct you to the “Service Request” form. The “Service Request” form will have the “Area of Interest” field prepopulated with “Get Connected to Remote Monitor,” as well as prepopulated instrument and contact details. Provide any additional comments in the appropriate section and click “Submit.”

11. I need to take action on a remote monitor alert. How can I request service? You can either submit a “Service Request” form which can be accessed on the left navigation panel, or click “Help” to contact the Life Technologies help team.

12. What happens when I submit a service request? All requests are delivered to our help team. An acknowledgement by email or phone will typically be provided in less than 48 hours.

13. I requested a service/quote request more than 48 hours ago, and I still have not received a response. Click “Help” to obtain a phone number to directly contact the Life Technologies help team. 14. I need to add a large number of instruments to my account (e.g., I’m adding 100 instruments). Please contact us and inquire about our “White Glove” service.

15. What type of instrument alerts will I receive? Instruments must be connected to a remote monitor to get alerts. Alerts that will be delivered to you through the portal are instrument errors and instrument data parameters that lie outside of given thresholds. For example, if you have a 3730 capillary electrophoresis system, you may receive an alert for instances such as the laser or oven synchronization timing out, laser output power being too low, or when the ambient temperature in the lab is too high or too low. These alerts will vary by instrument platform.

16. Will instrument alerts be delivered in real time? Real-time alerts will be delivered to the portal as a remote monitoring agent receives information. You must be using the portal to view real-time alerts. If you select the daily email reminder option under “User Preferences,” you will receive an email notification once per day highlighting the number of alerts that are active.

17. What determines the list of instruments that are displayed when I add an instrument? The list of instruments provided is derived from the account settings that were enabled when you registered with Life Technologies.

18. Can I order reagents for my instruments through the portal? From the “Your Accounts” page where you entered the portal, you can access the ordering tab to request reagents and other products from Life Technologies.

19. Can I customize what I see on the dashboard? At this time, customization is not available. However, we will continue to evolve and improve the portal experience, and this feature may be available in a future release.

20. Can I get my Life Technologies instrument alerts sent to my mobile phone via text message or email? If you provided your mobile phone number when you requested your connection to remote monitoring, then text and/or email alerts will be provided to you and can be sent to any mobile device that is text- or email-enabled.

21. Can I enter my own internal service events and have those show up in the service history? This information will not appear in the service history. However, you can add a reminder using the sticky note feature in your detailed “Lab or Instrument View.” When possible, discuss this with your field service engineer.

22. On the instrument scheduler, can I easily search/view available times for use of my instrument? To view instrument availability, select an instrument and review the calendar by day, week, or month to see available time options.

23. Can I get a contract quote for all my instruments at the same time? The “Request a Contract Quote” form will accommodate one instrument at a time. However, if you select “Yes” to the question “Would you like to consolidate your service contracts into a single master services agreement?,” your service sales representative will discuss options with you directly. 24. What can contacts see or update within a lab versus what a lab administrator can see or update? Contacts within a lab can only view the data within the lab. They can also reserve time with an instrument on the “Instrument Scheduler” tab. Only lab administrators can add/edit instruments to a lab, add/remove contacts within a lab, modify the sticky notes, and add instrument nickname, ID, and software information.

25. Are there any security implications or concerns with having instruments monitored online? Please view the “Remote Monitoring and Diagnostics Service” document. This document can be accessed from the “Help” screen.

26. I’m having difficulties with the web registration process. The web registration process takes 1–2 business days. You will not be able to see your institution’s instrument information until the web registration process is complete. If you are having difficulties with registering for the Instruments & Services Portal, please contact your customer service representative. The customer service phone number can be found in the main header of the Life Technologies website.

27. How do I know if my data is secure? During the web registration process, your accounts are validated within our system to help ensure that you are only viewing your institution’s data. Additional security can be built in by electing a site administrator to provide permissions to individuals at your institution.

28. What browsers are compatible? The following browsers are currently compatible: Internet Explorer® v7 and higher, Firefox® v14 and v15, Chrome™ v15, and Safari® v5.

29. What if I cannot find a contact in my network or in a lab? Please ensure that the contact is a web-registered user of lifetechnologies.com. Registered users will only appear in a lab if they are associated with your institution. In the” User Network” section, you will be able to search for contacts among all web-registered Life Technologies participants. Please allow time for any invited users to accept your invitation: only then will they appear in your connection section. If you have confirmed that a contact is web-registered, click “Help” to contact the Life Technologies help team.

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