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LORENZ Life Sciences Group

Need Help? Contact our Support Team!

Our customers really appreciate the dedicated help of our support team. Here's how they rated our support in July 2026:

Online Support - Lorenz Help Desk

We have an online dedicated support portal for issues to be logged and tracked by you. We encourage you to use this online portal as your primary system to enable our global team to be able to track and respond in a timely manner.

docuBridge ONE Technical & Live Support

The ONE product platform has a different support mechanism. Here, you can post technical support issues directly from your ONE Tab within your LORENZ ID. You can also book live support sessions with our experts if you have enough purchased credits. To do this, you will need to have purchased docuBridge ONE, and will also need to be logged in with your LORENZ ID.

Telephone Support

If you don't know how to describe your support issue in writing or time is of the essence, then you are welcome to call our Help Desk/Support on workdays (Monday to Friday). There are several of these located around the world. Please have your customer details ready.

Email Support

If you cannot remember your LORENZ Help Desk login details, you can also use our email form to contact us – we will route your request to the Help Desk.

Our Support Team is available to assist you with:

General product & feature questions
Technical issues
Submission validation issues
All license-related requests
Update links & documentation requests
New feature or feature improvement ideas

Global Support Availability

Europe

Working Hours:
8 am - 5 pm CET Monday - Thursday
8 am - 4 pm CET Friday

Public Holidays:
- Dec 25, 2026

North America

Working Hours:
8 am - 8 pm EST Monday - Friday

Public Holidays:
- Sep 7, 2026
- Nov 26, 2026
- Nov 27, 2026
- Dec 25, 2026
- Dec 28-31, 2026

Japan

Working Hours:
10:00 am - 5:30 pm JST Monday - Friday

Only available if custom support package has been ordered.

Please note that our offices are closed on holidays. We are available for you again on the following working day.

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