Technical Center

Technical and Informatics Services FAQ


1. What are your hours of operation?
8:30 am - 6:00 pm (EST) with 24 hour emergency coverage.
2. What number do I call for assistance?
Telephone: 1-800-638-8663
Fax: 1-410-316-4269
3. For what kind of information may I call into the Service Organization?
Literature requests , documentation , product inquiries, product performance questions, product complaints, Technical and Application consultations.
4. May I e-mail questions or concerns?
Yes, send e-mail inquiries to this address.
5. How can I get an Application Specialist to visit my lab for technical retraining or troubleshooting?
Contact Technical & Informatics Services (TAIS) who may be able to address your needs. If needed, a Technical Specialist will assist in arranging a visit by an Application Specialist.
Call us toll free at 1-800-638-8663.
6. How do I schedule training at your facility?
When purchasing certain instrumented platforms such as ProbeTec/VIPER, Phoenix and/or EpiCenter, our Training Coordinator, as part of the system installation process, will contact you. If you are interested in scheduling training beyond the initial installation, please call us toll free at 1-800-638-8663, prompt #8, extension #4426.
7. For which products do you offer training?
In-House Training: ProbeTec, Phoenix, Phoenix/EpiCenter, VIPER, MGIT/EpiCenter, BACTEC/EpiCenter
On-Site Training: BACTEC 9120/9240, MGIT 960, and Affirm VPIII.
8. How can I speak to an expert for my product?
Contact Technical & Informatics Services (TAIS).
Telephone: 1-800-638-8663
Fax: 410-316-4269
E-mail: Send e-mail inquiries to this address.
9. Do you offer any services electronically?
Yes. Via the Technical Center on our website, you can access our Product Catalog, MSDS Documents , Certificates of Analysis/Origin and other documents and technical assistance tools.
10. How can I express my satisfaction/dissatisfaction with my Service experience?
Comments may be called into TAIS or sent via e-mail with this fill-in form. A customer survey may also be filled out on-line.
11. Where can I offer suggestions for new products or product improvements?
Call TAIS at 1-800-638-8663 or send e-mail inquiries to this address.
12. Do you make custom media products?
Yes. Requests go through your Account Business Manager. You may fill out the Custom Media Request form on-line.