Frequently Asked Questions
How to Obtain a Quote for Biosero Service and Service Agreements?
Service Quotes
- Initiate a support request from this website
- Or email service@biosero.com
- If your request is not covered under warranty or service agreement, we will respond with a service quotation.
Service Agreements
- Please email service@biosero.com and include any details on your system software and hardware. Our Service Representative will contact you quickly to define options and prepare a proposal.
Request Biosero Service
There are three primary methods to reach Biosero Service:
- Open a support ticket from this website
- Email service@biosero.com including a screenshot of the About screen or details of the instrument.
- If you are located in North America, you may also call (858) 880-7376.
Service Term Definitions
Priority Response — Shortened time between receipt of a support request and initiation of support provided to Basic and Premium agreement customers.
Business Hours — Biosero Service business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding holidays.
Preventive Maintenance — Scheduled inspection and check of equipment, including proactive replacement of wear items. Software and certain equipment types are not relevant for preventive maintenance. Contact service@biosero.com for information on specific equipment covered by Preventive 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 Green Button Go 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. For more information about agreements see the FAQ “Does Biosero offer service agreements on entire system/workcells?” or reach out to service@biosero.com for specific questions.
How Can I Get an Upgrade to my Biosero Software?
We recommend purchase of Biosero Software Service Agreements, which include Green Button Go Software and Green Button Go Plugin Upgrades, as the most cost-effective method to keep your Green Button Go installation current. Contact us if you prefer to purchase new versions of the software without a Service Agreement.
Can I Change my Green Button Go Driver(s) for a Different Instrument Driver?
New Green Button Go software Drivers typically require purchase, however if you have purchased an annual Green Button Go Software Driver Subscription or a Green Button Go Premium Software Service Agreement, 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 service@biosero.com to verify coverage and details.
Where Do I Find My Green Button Go Software 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 Service when needed. For additional license information, contact service@biosero.com and include a screenshot of the About screen.
What is the Recommended Preventive Maintenance Schedule for Robots?
As a workcell component under continuous mechanical use, robots are recommended for annual inspection and preventive maintenance.
What are Biosero Rates for Time and Material Services if I Don't Have Warranty or Agreement Coverage?
If you do not have a Service Agreement , we charge a flat fee visit per visit for dispatch/travel based on your geographic location. Labor is billed hourly for both remote (2-hour minimum) and standard on-site support (4-hour minimum).
On-site applications support, on-site training, and integrations support services are billed hourly or are quoted on a daily basis.
Contact service@biosoro.com for a detailed quote.
What is required for a Biosero Green Button Go Software 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, the 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 software log files at regular intervals. Your system configuration and usage levels determine how frequently to perform log file archives. Contact Biosero Service 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 Software installation?
Biosero recommends regular application backups, especially before modifying methods and settings.
If you are running Green Button Go software 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 Service if you would like detailed instructions to make a complete backup of Green Button Go software 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 offer Basic and Premium Service Agreements on full workcells. We are factory authorized for service on a variety of robots and laboratory equipment.
How many copies of Green Button Go Software may I install?
Green Button Go software 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 software Simulation licenses are available to purchase for additional computer installations.