Category: Commercial product | Status: In production — public demo in preparation
A laboratory's shared memory of what broke, who is fixing it, and what equipment we own. Lab Support Connect combines support-issue tracking with equipment and instrument maintenance records in one system, aimed squarely at the record-keeping that laboratory accreditation actually demands.
Why it matters for accreditation
ISO/IEC 17025 does not simply require that equipment works. It requires that a laboratory can demonstrate, from records, that each piece of equipment is maintained, that faults were identified and acted upon, and that nonconforming work was tracked through to resolution. In most laboratories that evidence is scattered across email threads, spreadsheets and individual memory — and reassembling it for an assessment is a scramble.
This system keeps that evidence as a by-product of normal daily work. Staff report a problem because they want it fixed; the accreditation record writes itself.
Key capabilities
- Support issues — reporting, triage, assignment, status workflow and full comment history.
- Instrument repair and maintenance — first-class records for hardware troubleshooting and scheduled maintenance, distinct from software support tickets.
- Equipment inventory — instruments, computers and their associated purchase records.
- Organisational model built for laboratory systems — a site-and-unit tree, cross-cut by discipline, so a multi-laboratory agency can ask both "what is outstanding at this site" and "what is outstanding across this discipline, everywhere".
- Role-based access with nested organisations, user groups, and email/SMS notification.
- Rules engine for routing and escalation.
Current status
Lab Support Connect is live in production at a multi-site forensic laboratory system, where it replaced a decade-old platform that no longer received security updates.
That deployment is a fair measure of what it handles: the migration carried across roughly 27,000 issues and 37,000 comments — the customer's entire operational history — with the outgoing system treated as strictly read-only throughout. Not a single record of history was lost.
Try it
A public demonstration instance is available at demo-labsupport.bowenweb.com. Sign in with any of these:
| Username | Password | Role |
|---|---|---|
demo.admin | LabSupportDemo2026 | Administrator — sees everything, including configuration |
demo.manager | LabSupportDemo2026 | Manager view across several units |
demo.tech | LabSupportDemo2026 | Day-to-day staff view |
The demo is populated with a fictional agency — the Meridian State Forensic Laboratory System — across seven laboratories and nine disciplines, with around 500 issues, 1,000 comments, and 150 instruments and workstations.
Everything in it is synthetic. No real case, personnel or agency data was copied into it; the people, laboratories, equipment and issues are all generated. Change anything you like — the demo resets itself every 30 minutes, so you cannot break it, and it is deliberately unable to send email to anyone.