Get Help From Our Experts
Our trained experts are here to help you. We offer support in the Umetrics Suite and here you can find both self- help resources as well as information to our support department.
Support
Entitled to Support
- Enterprise Platform customers are entitled to support to all products included in their contract, for the duration of the agreement.
- Maintenance Agreement customers are entitled to support for the contracted software license, for the duration of the agreement.
How to Get Support?
- Go to my.sartorius.com, login/register, and click on the "Get Support" in the header menu or ‘’Create New’’ on the ‘’My Requests’’ widget.
You can view all available support categories here. You should select the category that best describes your problem.
After selecting the relevant category, you can send your request by filling out the form.
After sending your request, you can view its status and details on the overview page.
You can also Download a Detailed Guide here.
Technical Support team’s Working Hours
Our support team is available on Business days from 8am CET (2am EST) to 23pm CET (5pm EST), a total of 15 hours.
Business day means from Monday to Friday excluding bank and public holidays in Sweden and the United States, where our support teams are located.
Support will be unavailable on holidays observed in both Sweden and the US:
| Date | Holiday |
| January 01 | New Year’s Day |
| Not fixed | Good Friday |
| Not fixed | Easter Monday |
| December 24, 25, 26 | Christmas |
| December 31 | New Year’s Eve |
Limited support will be available on holidays observed either in Sweden or the US:
US Public holidays: Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Veterans Day, and Thanksgiving.
Swedish Public holidays: Epiphany, Labour Day, Ascension Day, Whitsun, National Day of Sweden, Midsummer's Day, and All Saints' Day.”
