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Support Policy





Support Policy

 

Please feel free to contact our technical support team (#EM#737472736b77724761247e6e6f65207c79#EM#) with any questions you may have regarding your Libera instrument. Please consult also the extensive documentation that comes with our instruments. You can study also various use cases and examples how to get the best performance out of your Libera instrument. 3 engineer days remote technical support per product type per machine is included in the price.

 

 

Obsolescence & Platform Compatibility

 

Instrumentation Technologies will take care of users’ investments in their equipment. We will therefore provide migration plans when the components on older instruments become obsolete or impossible to purchase. Furthermore, within the new software framework, we will implement backward-compatible software interface adapters. This will make the integration of new Libera instruments into systems that were built on Hardware Architecture A and CSPI more straightforward.

 

 

Support Package

  • Priority access to the technical support team. First response to email / phone / Skype calls in 24 hours. For more demanding questions, time for resolution will be agreed with both sides
  • 10 engineer days per year technical support included
  • On-site support not included
  • Development of new functionalities customized to the users’ needs is not included

 

Premium Support Package

  • Priority access to the technical support team. First response to email / phone / Skype calls in 24 hours. For more demanding questions, time for resolution will be agreed with both sides
  • Unlimited annual support
  • On-line support, if it is enabled by users’ side (access to instruments over Internet connection). This will enable Instrumentation Technologies to check for possible problems directly on affected instruments
  • 5 engineer days on-site support (when requested). Requirements shall be agreed on in advance.
  • Suggesting the most appropriate instruments' settings for different types of demands
  • Development of new functionalities customized to the users’ needs not included

Maintenance Package

  • Replacement of fan control transistors
  • Replacement of 15V power supply diodes
  • Dust cleaning of devices using compressed air (air compressor would be needed)
  • Fans test and if needed, replacement of damaged fans
  • HW warranty extension is not included

 







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