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Development
A team formed by Computing Engineers and Systems Analysts, whose main attributions are:
- new solutions research;
- product development and maintenance;
- software quality assurance;
- technical literature updating;
- second level support.
Technical Support
A diversified team, formed by IT and Clinical Analysis (Biomedicine and Pharmaceutical Biochemistry) professionals, all of them experts in laboratory information and automation systems. Some of the main attributions of such support team are:
- Matrix hot-line: technical support (client calls);
- IT and lab automation consulting services;
- Matrix products implementation at clientsá facility/premises (preparing, integrating with LIS, installing, configuring, training, etc);
- After hours technical support;
- Maintenance services;
- Manufacturing supervision and quality assurance (certification).
Technology
A team of Engineers and Systems Analysts is responsible for:
- providing new technologies, both by integration and development, to Matrix solutions, designed for its own operation, for its clients operations and for technical support calls;
- providing infrastructure (hardware, software, networks etc) consulting services to Matrix clients;
- assessing infrastructure needs regarding Matrix products implementation;
- developing solutions and systems for Matrix in-house use;
- Matrix website maintenance as well the services it makes available to clients;
- equipment homologation (boards, port servers etc), supplies (connections, media, ribon etc) and suppliers that take part of Matrix projects;
- the information exchange with the suppliers of components and equipment, required by the clientás operation.
Service
Business Hours
Matrix Support Team serves clients during business hours from its office in São Paulo. Matrix Support hot-line phone number is +55 (11) 3055-7260, and its e-mail is suporte@matrixsaude.com.
By and large, calls have prompt reply, and the services provided include diagnosing and solving occurrences, version updating, configuring new resources and clarifying doubts.
Business Hours are: Monday to Friday, from 8 A.M. to 6 P.M., Brasília official time, except holydays.
24/7 Promptness
Optionally, Matrix can provide 24/7 Technical Support services. In such cases, the System Administrator at the client, trained by Matrix, receives the phone number to access the analyst on duty, which enables to have the same services available during business hours.
Remote service
Matrix relies on a resource of key importance to provide fast, instructive and safe services, namely, the On-line Support. Through an Internet connection, our consulting team can be authorized by your lab to take control of your computer and, by means of such permit, to provide several services remotely.
The interventions are always very instructive, since the user is able to follow up the process in progress, visualizing and taking part in all procedures performed by Matrix analyst. They are also very fast and effective, as they avoid commuting to the client premises and are always performed by experts directly connecting the client’s workstation. And, surely, they are safe, ensured by a private password system and by the inaccessibility to the system, unless with a lab permission.
On-site service
At any time, should his presence be of critical need, the Analyst may perform the necessary interventions at the client’s facility.
For further information, contact our business department at (11) 3055-7250 or at negocios@matrixsaude.com.