Celemics Customer Support Services for Panel & Kit Users
Why Customer Support Matters for Panel Performance
Ensuring reliable performance in real experiments is just as important as designing and manufacturing a high-quality panel. Because each customer’s sample types, instrument setups, laboratory environments, and operational experience vary, even the same panel may require additional checks or condition adjustments during adoption.
To support smooth implementation and stable operation, Celemics provides the following comprehensive customer support services for panel and kit users.
[Celemics Panel Design and Manufacturing Process]
1. Wet Lab Validation Support
Preset panels are typically supplied with experimental results, while custom panels are often delivered only with in silico predictions. However, in silico data alone cannot accurately represent real-world performance, and predicted results may differ from actual experimental outcomes.
After manufacturing a custom panel, Celemics conducts Wet Lab Validation using standard samples and directly confirms the following performance metrics:
- On-target Rate
- Target Coverage and Uniformity
- GC bias and Potentional Drop-out Regions
These validation results help customers clearly understand the expected performance before applying the panel to their samples.
2. Online Demo Session Support
For customers who are unfamiliar with hybridization-based workflows, Celemics provides online demo sessions.
These sessions cover practical, hands-on content from experiment preparation through data interpretation, ensuring that customers fully understand the workflow before applying it in their own laboratory. The online demo session includes:
Step-by-step explanation and demonstration of the full hybridization workflow
Detailed guidance on key variables (time, temperature, washing conditions, etc.)
A checklist of essential points for successful hands-on execution
Case-based Q&A tailored to the customer’s situation
This program is highly effective not only for first-time users but also for existing users who want to further improve workflow efficiency.
3. Training Customized to Customer Needs
Training needs vary depending on the customer’s experience level, equipment setup, and operating environment.
Celemics offers two types of customized training to ensure practical and immediately applicable learning.
In-house training at Celemics
Customers can visit Celemics to receive hands-on training in a fully equipped environment.
- Practical on the full experimental workflow, from library preparation through hybridization capture
- Key precautions and QC checkpoints at each step
- Guidance on condition adjustments based on panel characteristics
- On-site Training at the Customer Site
If training is needed in the customer’s own lab, our Field Application Scientist (FAS) can visit and provide on-site support.- Product-use training for customers with limited NGS experience
- Training reflecting the customer’s lab environment and workflow
- QC methods and operational tips tailored to specific instruments
4. Protocol Optimization Based on Lab Environment
Because equipment availability, instrument models, laboratory conditions, and sample quality differ by customer site, optimal experimental conditions may vary even for the same panel. Celemics supports protocol optimization by adjusting procedures to match each customer’s environment.
5. Troubleshooting Support
If quality issues or performance variation occur during panel application, identifying the root cause and stabilizing conditions is essential.
Celemics provides systematic troubleshooting support across the entire workflow. Troubleshooting support includes:
Analysis of library yield or QC metric issues
Investigating decreased hybridization efficiency and recommending improvements
Identifying causes of low coverage in specific target regions
Assessing sequencing variability and reproducibility issues
When needed, we analyze customer data to identify root causes and propose condition adjustments.
Celemics goes beyond simply providing panels and kits—our goal is to support customers across the entire lifecycle of panel adoption, operation, and data analysis.
All support services are tailored to each customer’s environment and objectives.
For further details or inquiries, please contact us anytime through Contact Us.
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