Customer Care Program
A good investment, made better.
To give you the best Freezerworks experience, all our first-time customers receive a 1-year subscription of our Customer Care Program. After a year, there is an annual fee to continue receiving benefits.
Maintaining a Customer Care Program subscription is essential to the health of your sample management usage.
What’s included?
The 1-year Customer Care Program subscription gives you:
Technical support from a Freezerworks Expert
Upgrade and maintenance releases at no additional charge
Assistance with bar code printer setup and connection to Freezerworks*
Implementation assistance and Freezerworks utilization tips
Database diagnostics
Needs assessments for custom features**
Premier pricing for Freezerworks events
*If purchased from Freezerworks.
**Does not include custom programming or modifications.
How to redeem your Customer Care Program benefits?
Before contacting support, please have the below information ready:
Your Freezerworks Serial Number or Customer Number. The serial number is located on the Freezerworks Information Sheet as well as the About Freezerworks menu.
(Found under the Help menu on Windows or under the Apple menu on a Mac.)
The make and model of the computer you are using to run Freezerworks
The operating system and version number of the computer you are using to run Freezerworks (e.g., Windows 10 or Mac OS X)
A detailed description of the problem, including the steps you followed and any error messages you may have received.
Immediate technical support is available by phone from 5:30AM to 5:00PM Pacific Time, Monday - Friday.
Email support provides a response in 1-business day.
What are my options after year one?
Renew your Customer Care Program subscription.
Receive assistance on an hourly basis.*
*5-hour minimum is required. You will also be charged for any future major and minor Freezerworks updates if your Customer Care Program subscription is inactive.
