Support

Fast, thorough and accessible support is a central element of the iLab service. Researchers can get support through several avenues:

Online Support

Unlimited access for all users. The support portal is accessible via the iLab system. Users can leave feedback or ask questions of the iLab team at any time. Users can also access answers to frequently asked questions from other iLab users.

Email Support

Unlimited access for all users. Available at support@ilabsolutions.com

Telephone Support

Unlimited access for all users. 617.297.2805

Support Hours

Standard support hours across all media are Monday-Friday (8:30 am ET to 8:30 pm ET). Emergency support is available by email 24 hours a day, 7 days a week.

Response Time

iLab support guarantees replies within one business day; average response time is under two hours.