Support and Updates

CLARUS Prime runs on your laboratory's own computer, so it does not depend on our servers: with the internet down or our site unreachable, the program keeps working. This page describes the support and the updates that come with a licence.

Effective date: 23 September 2026.

1.How to reach us

WhatsApp is our support channel, and email works too:

• WhatsApp: the number at the foot of every page of this site.
• Email: info@claruslis.com.
• Inside the program: the Support screen prepares a support report for us: the version, the licence state, free disk space, whether backups are running, the attached devices and the latest errors, with no patient data. Without internet it saves the report to a file you can send us on WhatsApp.

2.When we answer

We answer on business days. A problem that stops a laboratory from releasing results comes first.

3.What support includes

• Installing and activating the program, and moving the licence to a new computer.
• Bringing your history from your previous program: from inside the program for the programs it reads directly, and with our team from CSV or Excel files for the others.
• Connecting your analyzers.
• How-to questions on any screen of the program.
• Defects: we reproduce them and fix them in an update.

4.Updates

Continuous updates are free of charge for the life of the licence. The program looks for them by itself when it has internet; a person chooses when to install, and the previous version is kept so that it can be restored. An update never installs by itself during your working day, and never removes data.

5.Your part

• Keep a backup copy away from the computer: the program makes one every day and can copy it to a drive you choose.
• When you report a problem, tell us the program's version and what you see, or send the support report.
• Keep Windows itself working and updated.

6.What support does not cover

Repairing your computer, your network or your printers, and connecting an instrument that offers no documented interface. When a request is outside support, we say so clearly and tell you what can help.