Qualer – Moving Our Business to Serve Yours
Dear Valued Customers,
We have some exciting news to share with you at Qualer! We are thrilled to announce that we will be moving our headquarters, along with the laboratory, and warehouse of our affiliated organizations, Pipette.com and Oxford Lab Products, to a new and improved facility. This move is aimed at enhancing our services and better serving you.
We understand the importance of clear communication and a smooth transition during this process. To assist you, we have prepared this information package that contains all the necessary details and answers to frequently asked questions. This package aims to provide practical information and prevent any service disruption.
In this information package, you will find:
- Timing and Impact: We have outlined the key dates associated with the move, including the last day of operation at our current locations and the effective date of the move to the new facility.
- Platform considerations: We have provided specific guidance associated with the impacts to your daily performance, operations and support (Hint: we’ve always been cloud-native, so you should not even notice)
- Contact information: We have included a reminder of our contact details, including phone numbers and email addresses, along with helpful links for support documentation and the ability to enroll in automated status updates. Please feel free to reach out to us with any questions or concerns you may have during the transition. Our dedicated customer support team is here to assist you.
We are excited about the advantages our new facility will bring. Improved facilities, enhanced services, and increased efficiency will enable us to serve you even better. We have made significant investments in technology and infrastructure over the past two years to ensure a seamless experience for you, and are accelerating further.
It’s been an interesting period since March 2020 for our industry – we scaled rapidly to manage stability, built a significant roadmap to address technical debt, worked to fulfill on a backlog of user-provided requirements, and anchored ourselves into a consistent, stable, and measured approach to releases, fixes, and support.
In that time, we adjusted operations and prepared for the long-term. We understand that change can sometimes be challenging, because we’ve struggled like any business along the way. Most importantly – we’re preventing and correcting issues and listening – and I encourage you to communicate with me directly if there’s anything that we need to know that you haven’t already shared as we make these investments. We’ve got a clear, exciting vision for the future.
We are committed to making this physical location transition as smooth as possible for you. We are working to achieve transparency in our systems so every individual who may engage with you has a clear picture of the relationship you have with our company. I’m confident in our team being able to achieve this as 2024 approaches.
Please take a moment to review the information package enclosed with this letter. We believe it will address most of your questions and concerns. However, if you require any further assistance or have specific inquiries, please do not hesitate to contact our customer support team.
We look forward to serving you from our new location and providing you with an even better experience.
Have feedback for us? I’ll personally read and take action on every message during this move.
Qualer is Moving! Top 10 FAQ Guide
1. What is happening?
We are excited to announce that our company is moving to a new location to better serve you. We will be relocating our headquarters to 9477 Waples Street #120, San Diego, CA 92121.
2. When is the move happening?
The move will take place during the month of October, 2023. Please note that our current locations will be operational until the following dates:
10360 Sorrento Valley Rd
9477 Waples Street #120
Last day of office operations is 10/31/2023
First Day of office operations 10/2/2023,
overlapping with the shutdown of Sorrento Valley
3. Will there be any disruptions to my services?
We are committed to ensuring a seamless transition for our customers. As our business operates virtually and cloud-based, there is no impact due to the movement of on-site resources for Qualer. Additionally, we’re pleased to report that we recently passed our recertification ISO9001 audit in our new facility.
4. How can I contact you during the move?
Our contact information will remain the same. You can reach out to us with any questions or concerns you may have. Please contact customer support with any questions 858.223.1560, or firstname.lastname@example.org. Customer Success strategy is always available via email@example.com
5. Will there be any changes to your software releases, maintenance, or hotfixes during this time?
No. You can access the Qualer Status Page at 24/7/365, and rest assured there will be no system disruption associated with this adjustment. Further, if you’re not already enrolled, you may subscribe to platform status updates associated with Qualer which will be delivered in real time to ensure you and your users are never without context to updates.
6. Will there be any changes to your website or online services?
Our systems will remain operational throughout the move. For information on our sister companies, Pipette.com and Oxford Lab Products, you can pursue similar information related to calibration and products. Customers can continue to place orders, access product information, and contact support
7. How can I stay updated on the move?
We will provide regular updates via email, newsletters, and announcements on our website. Please make sure to check your inbox and visit our website for the latest information.
8. What are the benefits of the new location?
Our new location will allow us to enhance our services, improve efficiency, and provide an even better experience for our customers. We are excited to bring consolidated software and administrative operations with sister company warehouse facilities, customer support, calibration, and repair into one central hub for customers. Local customers in Southern California may enjoy learning lab events and opportunities to engage with our business in the coming months.
9. How do I get general support?
You may engage in knowledge base articles, release notes, through the Qualer Documentation and Support Page around the clock as needed.
10. What if my question is not covered?
If you have any specific concerns or questions regarding the move, please reach out to our customer support team. We are here to assist you and ensure a smooth transition.
Feel free to print or forward this guide for your convenience to colleagues and partners in your lab or business.
We appreciate your understanding and support during this exciting time of growth and improvement!