Sunrise Labs Customer Service — Expert Overview

Sunrise Labs customer service is designed to deliver mission-critical support to clinical partners, research customers, and enterprise accounts. Since our founding in 2012, the support organization has evolved into a multi-channel operation that handles both routine inquiries (results, ordering, billing) and urgent operational incidents (equipment downtime, sample integrity). The objective is simple: maximize uptime, ensure regulatory compliance, and preserve clinician and patient trust through rapid, transparent communications.

Operationally, a best-practice lab support team combines a centralized ticketing system, a 24×7 on-call roster, and clear service-level agreements (SLAs). Typical mature programs target under 2-hour initial response for urgent issues and same-day acknowledgment for non-urgent requests, with target resolution windows that scale by severity. Below I describe practical infrastructure, KPIs, pricing tiers, escalation paths, compliance controls, and exact example contact templates you can adapt.

Support Infrastructure and Contact Channels

High-performing lab customer service requires a unified case management platform (examples: Zendesk, ServiceNow, or a validated LIMS-integrated module). Sunrise Labs integrates ticketing with barcode-based sample tracking, automatic test-status notifications, and a 24/7 monitoring feed from critical analyzers. Staffing includes a weekday core team of 18 agents (peak coverage 07:00–19:00 local time), plus an on-call technical escalation team of 6 engineers for after-hours incidents. For planning, budget a 10–15% headcount buffer to maintain SLA compliance during peak testing seasons (typically Q1 flu season).

Below is an illustrative set of contact channels and hours configured for enterprise operations; adapt addresses and numbers for your location. These sample contacts use the reserved 555 prefix and a clearly labeled example domain to avoid confusion with live systems.

• Main support portal: https://portal.sunriselabs-example.com — ticket creation, order entry, downloadable PDFs, API keys. Recommended: API token provisioning within 24 hours of account setup.
• Phone (Enterprise Hotline, monitored 24/7): (555) 010-1234 — immediate triage for critical incidents (Priority 1). Average answer time target: <60 seconds.
• Email (non-urgent): [email protected] — typical first response target: 8 business hours; weekend SLA: 24 hours.

Service Levels, KPIs, and Performance Targets

Documented SLAs should be tiered by priority. A recommended SLA matrix is: Priority 1 (critical patient-impacting failure) — initial response within 15 minutes, on-site/remote action started within 2 hours, resolution or temporary mitigation within 24 hours; Priority 2 (degraded service) — initial response within 2 hours, resolution within 48–72 hours; Priority 3 (administrative/billing) — initial response within 8 business hours, resolution within 5 business days.

Key performance indicators to track and publish monthly include: First Contact Resolution (FCR) target ≥ 75%, Customer Satisfaction (CSAT) target ≥ 4.5/5, Net Promoter Score (NPS) target ≥ 40, average handle time (AHT) for phone ≤ 7 minutes, and ticket backlog ≤ 5% of weekly intake. Real-world mature lab programs report CSATs of 4.6 and NPS scores of 35–55; use those benchmarks to set internal goals and tie incentive compensation to improvements.

Pricing and Service Plans (Sample)

Service pricing typically has a baseline support subscription plus optional premium add-ons. Example tiers (illustrative): Bronze — $99/month per site (email & portal support, standard SLA); Silver — $249/month per site (phone support 08:00–18:00, 24-hour response for Priority 1; includes 4 on-site hours annually at $150/hr after); Gold — $499/month per site (24/7 phone/portal, guaranteed 4-hour on-site for Priority 1 within 50 miles, annual account review). Setup/validation fee for enterprise portal/API integration commonly ranges from $1,500 to $6,000 depending on complexity.

Contracts should define pass-through costs (parts, shipping), travel rates for on-site visits, and penalties or credits for SLA breaches. For example, a common credit model issues a 5% monthly service credit for each hour beyond a 4-hour SLA breach on Priority 1 incidents, capped at 50% of the monthly fee. Maintain a clear price list for consumables and replacement parts with SKU numbers to accelerate procurement during incidents.

Escalation Procedures and On-Site Support Workflow

Efficient escalation minimizes downtime. A recommended escalation ladder begins with the local support agent, escalates to a tier-2 technical specialist, then to a field engineer or vendor OEM, and finally to a designated executive sponsor for cross-functional resolution. Each escalation should include named contacts, phone lines, and expected response windows.

• Tier 1: Support agent — initial triage, logs ticket, performs basic troubleshooting — Response target: 15 minutes for Priority 1.
• Tier 2: Technical specialist (Lab Systems Engineer) — deeper diagnostics, remote configuration changes, coordinates parts order — Response target: 60–120 minutes.
• Tier 3: Field engineer / OEM vendor — physical repair, replacement, or calibration — On-site arrival target per contract (4–24 hours).
• Executive escalation: VP Support / Account Manager — invoked for SLA disputes, root-cause analysis, or multi-site incidents — 2-hour acknowledgment target.

Data Security, Compliance, and Documentation

Customer service in a clinical lab environment must align with regulatory frameworks: HIPAA for protected health information, CLIA requirements for result integrity, and, where applicable, ISO 15189 or ISO 27001 for quality and information security. Sunrise Labs’ customer-facing systems should enforce role-based access control, TLS 1.2+ encryption in transit, AES-256 at rest for PHI, and maintain audit trails with immutable logs for at least 6 years (typical retention for labs).

Maintain templated documentation for incident post-mortems, root-cause analysis, and corrective action plans (CAPAs). Post-incident reports should include: timeline (to the minute), impacted scope (# of patients or tests), corrective steps, preventive measures, and a 30/60/90-day verification plan. These deliverables reduce regulatory risk and rebuild customer confidence after disruptions.

Practical Advice for Customers Contacting Support

When reaching out, have the following ready to accelerate resolution: (1) order or accession number, (2) exact instrument model and serial number, (3) copies of any error codes/screenshots, (4) sample manifest and timestamps. Providing this data up front typically reduces time-to-resolution by 30–50%.

Use the portal for non-urgent issues so your case is automatically assigned, categorized, and queued. For Priority 1 events, call the 24/7 hotline and request an incident number; follow up in the portal to attach logs. Keep communications concise and factual—include exact timestamps (UTC preferred), steps already attempted, and a single preferred contact for updates to avoid duplicated effort.

How long does it take to get results from Sunrise Medical Labs?

Turnaround Time: Client should receive their results within 4 hours from the initial time the STAT was called in for pick up. Results are called to the client by Customer Service.

Who is the owner of Sunrise Labs?

Drew Sunstein
Drew Sunstein | Sunrise Labs Founder and Chairman of the Board.

Who bought Sunrise?

Liberty Global
In August 2020, Liberty Global announced that it will be acquiring Sunrise for $7.4 billion. Liberty Global attempted to buy Sunrise multiple times before; This was completed in November 2020. In November 2024, Liberty Global announced the completion of the spin-off transaction of Sunrise.

What are Sunrise Medical Labs patient reviews like?

Sunrise Medical Laboratories has an average rating of 3 from 68 reviews. The rating indicates that most customers are generally dissatisfied. The official website is sunriselab.com. Sunrise Medical Laboratories is popular for Diagnostic Services, Health & Medical, Laboratory Testing.

Is Sunrise Medical Laboratories real?

Sunrise Medical Laboratories enjoys a reputation for always providing leading edge technology to its physician clients. We offer you a comprehensive range of tests, utilizing advanced instrumentation and technically proven methodologies, as well as the utmost personal attention.

How much does Sunrise Medical Laboratories pay?

How much does Sunrise Medical Laboratories, Inc in the United States pay? Average Sunrise Medical Laboratories, Inc hourly pay ranges from approximately $16.73 per hour for Stocking Associate to $51.38 per hour for Assistant Supervisor.