MXcare Service & Support
MXcare is the dedicated service excellence platform from Matrix Labs, designed to deliver comprehensive technical and application support for in-vitro diagnostic (IVD) analyzers, laboratory automation systems, and middleware-integrated workflows.
Our objective is to ensure maximum instrument uptime, analytical reliability, and uninterrupted laboratory operations, enabling consistent, high-quality patient results.
End-to-End Lifecycle Management
MXcare provides complete lifecycle services across every stage of your IVD system’s operation, including:
- Site readiness assessment, installation & validation (IQ/OQ/PQ)
- Operator training & competency development
- Scheduled preventive maintenance (PM) based on recommended protocols
- Corrective maintenance / breakdown support with defined response times
- Remote diagnostics using secure connectivity tools
- Detailed Field Service Reports (FSRs) capturing system status, corrective actions, and recommendations
- Performance monitoring & quality assurance guidance
The integrated QR-code ticketing platform and centralized CRM enable streamlined call logging, intelligent prioritization, automated dispatching, and real-time service visibility for laboratory management.
Expertise in IVD Technology & Clinical Workflow
MXcare’s field service engineers (FSEs) and application specialists are trained across a wide spectrum of IVD domains, including:
- Clinical chemistry
- Immunoassay
- Hematology
- Coagulation
- Molecular diagnostics
- Laboratory automation and track-based systems
Their combined technical knowledge and clinical insight help laboratories:
- Enhance analytical performance and minimize assay variability
- Optimize workflow efficiency & turnaround time (TAT)
- Improve reagent utilization & cost effectiveness
- Maintain adherence to accreditation standards (NABL, CAP, ISO 15189)
Service That Strengthens Diagnostic Excellence
With proactive maintenance strategies, advanced troubleshooting tools, and a strong focus on quality and compliance, MXcare ensures your laboratory instruments operate at their highest capability. Our commitment is to protect your IVD investment, strengthen your quality management system, and deliver responsive support that truly goes “Beyond Measure.”
MXcare Lifecycle
1. Pre‑Installation Survey
Electrical, AC, grounding, space, LIS readiness and workflow assessment.
2. Installation & IQ/OQ/PQ
Instrument installation, verification protocols and compliance documentation.
3. User Training & Handover
Application training, workflow guidance, report configuration & SOP handover.
4. Preventive Maintenance
Scheduled PM with detailed report, calibration and performance checks.
5. Breakdown & Remote Support
Fast engineer dispatch and real‑time remote troubleshooting.
Need Support?
Our MXcare team is available 24/7 for technical & application support.
Contact Support