Use this SR to gather more information from the user. 

Thank you for contacting Leica Biosystems TLL End-User Support! 

We sincerely apologize for the issue and the inconvenience it has caused. With regard to your issue, can you provide the following information, please? 

1. Are you an LBS Employee or a Distributor?
2. What is your Date of Hire? 
3. Can you provide us with your work/office location?
4. Can you provide your supervisor's name and email address?

We look forward to your response and assisting you further. In the meantime, have a great rest of your day!

Kind Regards,