Support Program
Vision Analytical instruments are designed to be very reliable products. This has been evident in the very low failure rate in the global install base since 2008. However, Vision Analytical has created very convenient programs for repair and support of your instrument if needed.
All instruments, regardless if sold directly from Vision Analytical or via our global channel partner, will come with a standard one year warranty on parts. All new instruments also come with installation support and training. Training typically is done over the course of several days (sessions) to become proficient with all the features that our products offer. Training sessions are typically done remotely via WebEx, TeamViewer, or Teams to ensure the events can be recorded for customers’ future use. It is also important to note that all software versions of the Insight systems have extensive video training included and embedded. Upon completion of training, all those being trained will receive a certificate of training.
Additional Training
If additional training is requested, Vision Analytical or its channel partners would be happy to supply this training. Additional training can be done in-house, at the customers’ site, or virtually over web sessions. In-house and training at customers’ sites will have an added expense due to travel and labor.
The benefit of additional training is the ability to customize sessions based on the customers’ needs and specific application. Additional training is typically a minimum of three web-based sessions with mandatory homework in between sessions. All sessions are recorded and sent to the customer to keep when new employees are brought in.
Vision Analytical highly recommends having additional training. Keep in mind that dynamic image analysis offers much more than just particle size. The ability to fully understand all the features our instruments can give and how to apply them to your process Is priceless.
Please contact Vision Analytical for quotes on additional training.
Reviewing Data
Sometimes customers have a question or doubt about methods and settings they are using to analyze samples. For such occasions, Vision Analytical is happy to offer support services to review customer data for accuracy and for possible optimization of settings.
Within our software a help feature exists allowing customers, with a few clicks of the mouse, to select data files and supporting documents and easily send them to the vision analytical support staff for reviewing and commenting. Feedback from the vision analytical support staff is usually sent as a video with comments and supporting files with any recommended updates to the customers settings.
Reviewing of data is covered with a support plan. Please contact Vision Analytical for more information on reviewing of data and support plans.
Fast Real-time Support
Vision Analytical understands the importance of fast support. To ensure customers are operating their equipment properly beyond reviewing data, Vision Analytical offers the ability to give real time support of all our equipment. Our real time support program consists of our customer support team logging into the computer at the customer sites that are operating the insight instruments and controlling the instrument directly using TeamViewer or other web-based support programs.
These real time support programs require the customer to ensure their IT department is accepting of using TeamViewer or other web-based support programs prior to our call. This real-time support takes minutes to launch and allows our service team to see exactly what is happening with your equipment. It enables us to check key parameters and assist the end user with any additional training required. Please contact Vision Analytical’ s support staff to learn more about this program.
In-house Repairs
Although our instruments are designed to be robust, in the event of any failure, and if an on-site is not possible, we offer the possibility of a fast and high-quality repair of your Insight system at our factory.
We can ship you a proper box to send us your instrument and even offer a loaner instrument to your facility for the time the repair. Once we return your repaired instrument the loaner can be sent back to our factory.
Our services include:
Fault diagnosis and functional testing.
Determination of the repair costs: cost estimate.
Repair and troubleshooting: installation of original spare parts.
The repair may include upon acceptance, a full or partial upgrade to the latest components if needed. You will be notified prior any action to be taken.
The benefits for you include:
Professional repair performed by experienced technicians.
- Cost certainty and cost estimation by quotation.
- Zero downtime with loaner system.