Benchling Support Policy

Scope of Support

How Benchling Support can help

Benchling Support is here to help you use and troubleshoot Benchling. Contact us for how-to questions, unexpected errors or behavior, suspected bugs (we'll reproduce, document, and escalate to engineering when needed), and administrative requests such as account access or configuration changes that only Benchling can make.

When Benchling connects to your systems

Questions commonly arise where Benchling connects to instruments, applications, or code that your organization owns. On the Benchling side, we’ll work to explain errors surfaced in Benchling, identify configuration issues on our end, and convey what Benchling is and isn't receiving. The goal is for you to leave with a clear picture of what’s happening and what to do next.

The other side of the connection is something we can’t see into or change from here. That includes your network and device configurations, third-party software and APIs, and code your team has written. For example, we can support by explaining why an Automation Designer mapping error is occurring and what it points to, so your team can make the change that clears it.

Not sure if it’s in scope?

Reach out anyway. If it’s something we can’t help with, we’ll help you find the right person on our side or your side to reach a solution.

How to get the fastest resolution

The more context you can give us up front, the fewer rounds of questions it takes to get you an answer. When you reach out, it helps to include:

• What you expected to happen, and what happened instead. A description of the observed behavior alongside the intended outcome tells us immediately whether we're looking at a bug, a configuration issue, or a question about how a feature works.
• Where in Benchling it's happening. The application or feature area, and where possible a direct link to the affected entry, entity, or page.
• How to reproduce it. The steps you took, and whether the issue happens every time or only sometimes. A screenshot or short screen recording is often faster than writing it out — see Creating and sharing screen recordings with Benchling Support.
• Who and how many people are affected. Whether it's one user or a whole team, and whether it's blocking work, helps us prioritize appropriately.
• The exact error message. Copy the full text rather than paraphrasing, and note the approximate time it occurred.
• Which tenant and environment. Include the tenant URL and whether it's production, test, or development, especially if you have more than one.
• Tenant access, if you think we'll need it. Issues specific to your data or configuration usually require access to your tenant. Sending approval up front (see below) avoids a round-trip.

Granting tenant access

Some issues can only be investigated from inside your tenant, and waiting on approval is one of the most common reasons a ticket stalls. If your request involves your specific data, configuration, or something we're unlikely to reproduce elsewhere, including approval in your first message can save a day or more of back-and-forth.

To grant access, a tenant admin at your organization needs to send us explicit written approval — a statement such as "you have approval to access my tenant" along with the tenant URL. We can't begin investigating without it. If you're not a tenant admin yourself, looping one in early is usually faster than waiting for us to ask.

Working the ticket

Keep the conversation in a single ticket where possible. Related questions raised in separate channels are harder to track and can slow all of them down. If something becomes more urgent or the impact grows, reply on the existing ticket and let us know — we'd rather adjust priority than have you open a new request.