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
22 January 2026
How Document Management Systems Help Organisations Meet Compliance Requirements
Document management systems are often positioned as productivity tools, but in regulated environments, their role is much broader. The way…
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19 January 2026
The Compliance-First Approach to Enterprise Content and Data Management for Regulated Industries
Most organisations don’t wake up one morning thinking their document management system is a risk. It’s usually doing what it’s…
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14 November 2025
Global Pharma Modernises Archiving with CARA Platform and fme Life Sciences Expertise
A global pharmaceutical company needed to modernise its document archiving infrastructure to reduce costs, eliminate system redundancy, and meet evolving…
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