Comprehensive Support, From Installation to Innovation.
Our commitment doesn't end at delivery. We provide end-to-end support to maximize your instrument's performance, minimize downtime, and extend its capabilities.
Service & Support
For Our Customers
Service contracts
Planned maintenance and priority support keeps your instruments operating at peak performance, with no unexpected costs. We offer different tiers of service contracts to meet your laboratory's unique needs.
|
Scope of Work |
Silver | Gold | Platinum |
| Guaranteed on-site response time for emergency calls (business days only) | 2 weeks | 5 days | 2 days (with Local Engineer) 3 days (without Local Enginner) |
| Number of emergency calls on site | 2 | 6 | Unlimited |
| Unlimited Technical Remote support (business hours only) | √ | √ | √ |
| Replacement of rough pump oil, tip seal and water filters | √ | √ | √ |
| System calibration check | √ | √ | √ |
| System calibration certificate | x | √ | √ |
| Electronic controllers coverage | x | √ | √ |
| Freight charges covered for returning of electronic controllers | x | x | √ |
| Parts coverage (excluding consumable parts) | x | √ | √ |
| Consumables coverage | x | x | √ |
| Preferential discount on consumable parts | x | 5% | Covered |
| Recommended for Schools | Often chosen by research institutes and analytical labs | Designed to meet high demands of today’s industries |
Contact us for pricing and to determine which plan best fits your laboratory's needs.
User training
Empower Your Team with Expert Knowledge
Proper training is the key to accurate results and efficient operation. We offer on-site or in-house training sessions tailored to your specific instruments and applications. Your team will learn best practices, routine maintenance, and advanced techniques directly from technical experts.
Development and Repair
Engineering That Solves Real Problems
Our D&R team brings deep, hands-on instrument experience to solve many of the challenges standard distributors cannot address. On the development side, where feasible, we customize instruments for special needs and design components to help reduce failure rates.
On the repair side, our in-house team repairs a range of electronics and mechanical components, often improving turnaround time and reducing costs compared to overseas repairs.
We will assess your needs honestly and advise on the best path forward, whether with us or elsewhere.
Remote Support
We're Only a Connection Away
With your permission, we can securely connect to your instrument using a commercially available and encrypted software to diagnose problems, optimize performance, perform software upgrades, and even provide hands-on training, all without a physical visit. You remain in full control as access is granted session by session, only with your permission. Once the connection ends, access is automatically revoked.
This remote capability significantly reduces system downtime and helps us plan repairs more efficiently, often lowering repair cost.