Support

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Pre Sales Support

Pre Sales Support

Application Needs Analysis

After careful analysis of the existing situation and the preferred outcome – various proposals on different techniques, instruments and accessories can be put together by an applications scientist and sales engineer.

A return-on-investment can be worked through to present to the end-user.

Sample Analysis and Demo

We can plan a robust test for the instrument and software combinations suggested in step 1, recommending the type and number of samples required; and then carry out the analysis before reporting back.

The demonstration can be done at the customer site or at our facility in Cambridge.

Customer Solution Development

Some applications can require intensive method development or custom software to allow the instrument to be used ‘out of the box’. We can provide bespoke analyser set up, training and on-going support.

3rd Party Integration

Specialised accessories or software from 3rd parties may provide extra benefits in sampling and ease of use. We can evaluate hardware and software and work with external vendors to customise solutions as required.

Post Sales Support

Post Sales Support

Installation

We provide full installation and commissioning on every instrument purchased. This is in addition to comprehensive user manuals which are supplied as standard.

Do you need IQ/OQ certification?

These qualification procedures / standards are available on a wide range of our instruments, ensuring they have been properly installed and they meet the operational standards as per the instrument / application specification e.g. to comply with pharmaceutical regulations.

Training

We provide comprehensive training for every instrument purchased.

This training includes:

  • Product familiarisation with thorough hardware and software training
  • Hands on training to cover all basic operations
  • Advice and support on specific customer applications
  • Analysis of real customer samples
  • Routine maintenance procedures
  • Comprehensive training manuals and quick guides
  • Traceable certification for all attendees

Post Sales Support Plans

In order to improve the longevity of your instrument and ensure the performance and reliability are maintained, we offer a range of Post Sales Support Plans.

This purchase can be made either at the time of ordering the instrument or at a later date.

Our Post Sales Support Plans include:

  • Scheduled preventative maintenance visits by our fully trained personnel
  • Full telephone and email support
  • Software support and upgrades
  • User re-training

As well as keeping your instrument performing to its best, our plans will also entitle you to a discount on all further call out charges and parts for the duration of the contract.