Most instrument manufacturers rely on field service engineers for repairs—even when the issue could be resolved quickly. This often leads to delays, scheduling conflicts, and unnecessary downtime.
At Vision Analytical, we take a different approach.
We start with remote diagnosis, and when in-house repair is required, we provide a loaner system so your operation continues uninterrupted—while your instrument is repaired quickly at our facility.
The goal: Get you back to verified operation as fast as possible.
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.
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.
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.
