Frequently Asked Questions

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HOW TO OBTAIN A QUOTE FOR BIOSERO SERVICE AND SERVICE AGREEMENTS?

Service Quotes

Service Agreements

Request Biosero Support

There are three primary methods to reach Biosero Service:

Service Term Definitions

Definition of service terms

Priority Response — Shortened time between receipt of a support request and initiation of support provided to Basic and Premium agreement customers.

Business Hours — Biosero support business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding holidays.

Planned Maintenance — Scheduled inspection and check of equipment, including proactive replacement of wear items. Software and certain equipment types are not relevant for planned maintenance. Contact Biosero for information on specific equipment covered by Planned Maintenance.

Software Updates — Minor version numbered updates to Green Button Go Software and associated plug-ins, which typically include hot fixes, bug fixes, and minor functionality improvements. Software updates may also be defined as corrections and improvements to device drivers. Minor version updates are released as required.

Software Upgrades — Major, full version upgrades to Green Button Go Software, including new features and functionality, upgrades to (purchased) plugins, and support for newly available GBG plugins. Major version upgrades are typically released annually.

Device Driver — Device driver is defined as a software component that allows a user to control a specific electronic or electro-mechanical device through Green Button Go Software.

What types of Instrumentation does Biosero Service?

The Biosero Service team offers factory-authorized support and service agreements for most makes/models of robots, as well as selected sealers, barcode labelers and readers, peelers, liquid handlers, and environmental cabinets. See the FAQ “Does Biosero offer service agreements on entire systems/workcells?” for more information about agreements covering full workcells operated by Green Button Go Software or contact us for specific standalone instruments that qualify for service agreement coverage.

How can I get an Upgrade to my Biosero Software?

We recommend purchase of Biosero Software Service agreements, which include Green Button Go and GBG Plugin upgrades, as the most cost-effective method to keep your GBG current. Contact Biosero Sales at info@biosero.com if you prefer to purchase new versions without support.

Can I exchange my GBG Driver(s) for a different instrument driver?

New Green Button Go Drivers typically require purchase, however if you have purchased annual Green Button Go Driver subscriptions or a Premium Software Service Agreement Bundle, you can receive up to (4) device driver exchanges within a 12-month contract period; limited to similarly-classified devices (standard or complex) for which Biosero has an existing driver (excludes new driver development).

Contact Biosero to verify coverage and details.

Where do I find my Green Button Go version and license information?

In Green Button Go Software, click “About” to display your version number. Further information on your license can be determined by Biosero support when needed. Please contact service@biosero.com and include a screen shot of the About page for details.

What is the recommended Planned Maintenance schedule for Robots?

As a workcell component under continuous mechanical use, robots are recommended for annual inspection and planned maintenance. Some manufacturers also recommended more extensive planned maintenance every 2-3 years.

What are Biosero rates for Time and Material services if I don’t have Warranty or Agreement coverage?
  • Dispatch/Travel Fees are a flat fee per visit and based on geographic location. They currently range from $725 to $1,895.
  • Labor is billed hourly, starting at $325 for remote support and $430 for standard on-site support with a 2- and 4- hour minimum, respectively.
  • On-site applications support, on-site training, and integrations support services range from $450-$950 per hour and may also be quoted on a daily basis.
  • We also offer flat fee PM service on robots and select instrumentation.
    Contact service@biosoro.com for a detailed quote.
What is required for a Biosero Green Button Go remote support session?

Remote sessions require the system to be connected to the internet. The Biosero preferred method of remote support utilizes the TeamViewer application. You may download the remote client application from get.teamviewer.com/biosero. Further instructions for an actual support session will be provided when we receive your support ticket request.

If your organization restricts or prohibits TeamViewer, a more limited remote session can be arranged using most common webinar/teleconference applications.

Is there any recommended routine maintenance for Green Button Go Software?

Though not required, best practice is to perform a computer restart once per week. Regular reboots help assure all third-party software runs optimally. We also recommend archiving Green Button Go log files at regular intervals. Your system configuration and usage levels determine how frequently to perform log file archives. Contact Biosero Support for specific recommendations for your system, or for advice on scripting auto-archives within Green Button Go Software.

How do I save a backup of my Green Button Go installation?

Biosero recommends regular application backups, especially before modifying methods and settings.

If you are running Green Button Go version 5.1 or higher, click “Create Restore Point” from the Support Section of the Tools menu.

If you are running an earlier version, click “Archive/Restore Program” under the Tools menu to save a partial application backup of methods only. Contact Biosero support if you would like detailed instructions to make a complete backup of Green Button Go in versions prior to 5.1.

Does Biosero offer service agreements on entire systems/workcells?

If your system is operated by Green Button Go Software, we are pleased to quote full workcell Basic Service Agreement or Premium Service Agreement coverage from Biosero. We are factory authorized for service of a variety of robots and laboratory equipment and can include contracted OEM service for one-stop service agreement purchase for any additional instruments on your workcell with immediate response by Biosero specialists to analyze and address your issues. Please contact service@biosero.com for a system agreement quotation.

How many copies of Green Button Go may I install?

Green Button Go installations are limited to one copy or computer per license, though duplicate copies may be installed on the same computer to separate development and production usage. Green Button Go Simulation licenses are available to purchase for additional computer installations.