Lifesciences
Support
Discover the ways in which we offer environment and customer support for the CARA Platform.
CARA Platform Support
Support Portal
Users retrieve information from the Solution page available on the Generis Support Portal. The Portal includes information about product releases, future project plans, configuration manuals, user manuals, installation guides, common questions and known issues articles.
Level 1 Support
Lvl 1 support is your first point of contact. It’s responsible for acknowledging customer inquiries and gathering information to determine the issue, tracking and routing customer queries. Lvl 1 support provides solutions to basic access problems and known product issues.
Level 2 Support
The second line of the support procedure – experienced and knowledgeable members provide solutions to the problems that cannot be handled by Lvl 1 support. Lvl 2 consists of Configuration team members, Infrastructure, and Product developers.
Level 3 Support
Lvl 3 support resolves escalated issues and allocates additional resources as appropriate in case of urgent queries and outages.We’re here to help
We aim to make the CARA Platform as user-friendly and streamlined as possible, but the occasional snag is unavoidable, so we make sure you can easily access the right support for any issues you may encounter.
24-hour Support
Training courses & videos
Multi-lingual support
Dedicated & experienced team
Latest Resources
2 July 2026
Generis Whitepaper – The Hidden Cost of Fragmentation in Regulated Industries
Non-compliance costs organisations nearly three times more than maintaining proper compliance programmes. Yet most are still managing the information that…
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16 June 2026
The Hidden Cost of Fragmented Systems: A Financial Services Whitepaper
Since 2021, the SEC has fined more than 100 financial services firms over $2 billion — not for fraud, not…
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15 June 2026
CARA 5.15 Feature Release – Deep Export
Export at scale and finish with a complete picture. One action. Every document in place. Every exception accounted for. Moving…
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