If on-site installation is required, you will need to get a quotation for the cost of this service, which will likely be based on the number of workstations using the LIMS as well as the network topology. Again, Telecation's Aspen stands out in this area. It was designed from the ground up to allow labs to use it right out of the box. Support LIMS vendors offer a wide variety of support options. During the first year, the lab has a greater need for technical support than in later years, due to the number and level of questions that routinely arise during initial LIMS implementation and fine-tuning.
Some vendors provide support via the Internet, phone, fax, and even remote modem.
It is vital that the lab asks for cost breakdowns, and understands the type and level of support provided by the each vendor. The salesman may have had the intention of personally assisting the lab, but since that support wasn't included as a line item on the purchase order, the vendor was not obligated to provide it. Make no assumptions. If you are unsure what is included, ask, and be sure to get the answer in writing. Demo systems are sometimes modified by the vendor to include features or special reports that the vendor feels will be of interest to their prospective customer.