Support Team

When we talk about customer support, we really mean it. Contact us, and you’ll get in touch with an expert who knows the software inside out.

Our support team will be glad to help you with any issue around PLA:

  • Technical support (e.g. installation, license activation)
  • Functional support (how to use PLA most efficiently)
  • Scientific support (how to set up your assay systems in PLA)
  • Statistical support (our biostatisticians will help you to identify the optimal analysis path of your assay system)
  • Training options (for end-users, functional administrators, IT)

Please note that scientific and statistical support are considered 2nd level support and are only available for users with an active PLA Support Contract.

Whatever question you have regarding PLA, you can reach us by using one of these methods:

  1. Visit our support portal at
    You can login there and submit support requests ("tickets"). Our support team will get those tickets in their inboxes and start working on them. You will then receive e-mail notifications whenever the status of your ticket changes. An overview over all of your tickets is also available.
  2. Write an e-mail to
  3. Call us at +49 (6106) 77010-0

We are using Teamviewer ( for remote demonstration and support.

Our Support Team is available from Monday to Friday. You can reach us within the following (localized) times:

Business Hours (Monday - Friday)

Germany GMT+1 08:00 - 18:00
Central Europe GMT 07:00 - 17:00
United States, east GMT-5 02:00 a.m. - 01:00 p.m
United States, west GMT-8 11:00 p.m. - 09:00 a.m.
Japan, Korea GMT+9 16:00 - 02:00
India GMT+5:30 12:30 - 22:30

Please note: We are not operating a call center in some remote location. When you ask for support, we handle your request right here in our company headquarters in Germany. Therefore our support team is not available on German national holidays: January 1; Good Friday (2018: March 30); Easter Monday (2018: April 2); May 1; Ascension Day (2018: May 10); Whit Monday (2018: May 21); Feast of Corpus Christ (2018: May 31); October 3; December 24-26; December 31.

Project Support

Does it make a difference whether we know what you are working on right now? It sure does. Because PLA is a very versatile platform, our customers sometimes use it for special projects. For us, it is important that we learn about these projects at an early stage, if possible.

We always want to support you to the best of our abilities. And if we know what you are working on, we will be in a better position to do so.

Please, if you are working on a project with PLA, let us know right away when you ask for support. It can really make a difference.