Samplevo

Support

Support for traceable field operations

Samplevo support helps laboratory teams coordinate Work Orders, Samples, Incidents, Evidence, and Audit Trail readiness without crossing into clinical or diagnostic scope.

1. Plan2. Assign3. Collect4. Record5. Review6. Trace
Work OrdersSitesSamplesIncidentsEvidenceAudit Trail

Escalation lanes

Choose the lane that matches impact so support triage starts from real operational risk.

Critical operational blocker

When: Field work is blocked, due windows are at risk, or incident severity is high.

Include: Organization, affected ticket/sample/incident IDs, and current impact.

Access or security concern

When: You cannot access required workspace actions or see unexpected session behavior.

Include: Route path, account email, organization context, and timestamp.

Routine support guidance

When: Onboarding, workflow navigation, or account setup requests.

Include: Workspace objective and current route context.

Escalation packet checklist

Add these fields in the first message to reduce response delay.

  1. Organization and workspace route.
  2. Relevant IDs (work order, sample, incident, or publication reference).
  3. Current state versus expected next action.
  4. Evidence already captured and what is missing.
  5. Operational impact and requested timeline.

Workspace support routes

Authenticated support is role-aware and scoped by workspace context.

Operational workspace

Role-aware support for work orders, sites, samples, incidents, and evidence capture.

Open route

Platform console

Governance support for organizations, access controls, and platform audit context.

Open route

Secure results portal

Controlled support for result publication access and document retrieval workflows.

Open route

FAQ

Where should authenticated users request guidance?

Use the workspace support route so guidance is scoped to your role and permissions.

Can support bypass permissions to unblock my account?

No. Support follows role-based access controls and approved governance workflows.

Does support include diagnostic interpretation?

No. Samplevo support covers operational workflows, traceability, and access control guidance.