Create support case

Use Access to create new support cases or add data to existing support cases. This makes it easier to include relevant data from your BactoBox® directly in the support case.

Include a device data bundle with your support case

We want to help you get the most out of BactoBox®. To do so, we need to see what you see. The device data bundle allows us to peek into everything from system logs to raw measurement files. It allows us to help you better and faster!

The device data bundle does not include any information about the strain or type of your cells.

Connect to Access

Create new support case

1

Navigate to the Support page

Click Support in Access' side bar:

The Support page in Access. It shows the Create new support case form.

2

Fill in form

Fill in the details. Make sure to check ☑️ the Include device data bundle with the support case option. Submit your data.

3

Check your e-mail

After a couple of minutes, you receive an e-mail from SBT's cloud service called Nucleo. It asks you to verify the support case. Click the verification link.

4

That is it!

You'll hear back from us once we have processed your support case.

Add data to existing support case

1

Navigate to the Support page

Click Support in Access' side bar. Select Add data to existing support case:

The Support page in Access. It shows the Add data to existing support case form.

2

Fill in form

Fill in the details. The Support case number must contain 8 digits including leading zeros. Make sure to check ☑️ the Include device data bundle with the support case option. Submit your data.

3

Check your e-mail

After a couple of minutes, you receive an e-mail from SBT's cloud service called Nucleo. It asks you to verify the support case. Click the verification link.

4

That is it!

You'll hear back from us once we have processed your support case.