SUPPORT
After-sales service, calibration, training, spare parts and downloads —
everything you need to keep your instruments running.
FAQ
We provide technical consultation, installation guidance, application support, troubleshooting, software assistance, maintenance recommendations, and spare-parts support throughout the instrument’s service life.
You can contact our technical support team by email, telephone, online meeting, or through your local authorized distributor. When submitting a request, please include the instrument model, serial number, software version, and a detailed description of the issue.
Please provide the instrument model and serial number, operating conditions, sample type, test method, error messages, relevant photos or videos, and any recent maintenance or configuration changes. Complete information helps our engineers diagnose the issue more efficiently.
Yes. Many operational, software, method-setting, and troubleshooting issues can be resolved remotely through email, telephone, video conferencing, or secure remote-access tools, subject to the customer’s IT and data-security policies.
Yes. On-site technical support can be arranged when remote troubleshooting is insufficient or when installation, preventive maintenance, repair, relocation, or advanced application support is required. Service availability and charges may vary by region.
Yes. Installation and commissioning services may include site-condition verification, instrument assembly, utility connection checks, system configuration, performance verification, and basic operator training.
The laboratory should prepare the required electrical supply, gases, ventilation, water, drainage, network connection, environmental conditions, and installation space according to the instrument’s site-preparation requirements. Relevant standards, samples, and consumables should also be available when necessary.
Yes. Training can cover instrument operation, software use, sample preparation, method setup, calibration, routine maintenance, troubleshooting, and laboratory safety. Training may be delivered on-site, remotely, or through an authorized service partner.
Yes. Application-specific training can be arranged based on the customer’s sample types, analytical methods, applicable standards, reporting requirements, and laboratory workflow.
Yes. Our application specialists can assist with method selection, parameter optimization, calibration strategy, quality-control procedures, sample preparation, and result evaluation. The scope of support depends on the instrument, sample matrix, and analytical objective.
Yes. Please provide the complete standard number, edition, sample type, measurement range, and required performance criteria. Our technical team can evaluate the instrument configuration and identify any additional accessories or method requirements.
The standard warranty generally covers defects in materials and workmanship under normal use. Consumables, wearing parts, accidental damage, improper operation, unauthorized modification, unsuitable utilities, and damage caused by external conditions are normally excluded. Specific terms are defined in the sales contract or warranty document.
The warranty period normally begins from the date specified in the sales contract, such as the shipment date, delivery date, installation date, or acceptance date. Customers should refer to the applicable commercial agreement for the exact terms.
After technical evaluation, we may provide remote troubleshooting, replacement parts, depot repair, or on-site service, depending on the nature of the issue and the warranty conditions. Customers may be asked to provide diagnostic records or return the defective component for inspection.
Yes. Preventive maintenance may include inspection, cleaning, leak checking, component testing, replacement of wearing parts, performance verification, and software or firmware review. Regular maintenance helps reduce unexpected downtime and maintain analytical reliability.
The recommended interval depends on instrument type, sample load, operating environment, sample characteristics, and laboratory quality requirements. Annual preventive maintenance is common, while instruments used intensively or with challenging samples may require more frequent servicing.
Yes. Depending on the instrument, we can provide calibration guidance, performance checks, reference-material testing, and verification of key operating parameters. Formal accredited calibration certificates are available only when specifically stated or provided through a qualified third-party laboratory.
Please provide the instrument model, serial number, required part description, and, where available, the part number or a photo of the component. Our service team or authorized distributor will confirm compatibility before quotation and shipment.
We aim to provide spare-parts and technical support for a reasonable period after product discontinuation. Availability depends on component supply, product age, and regional inventory. Where an original part is unavailable, we may recommend a compatible replacement or system upgrade.
Yes. Post-warranty support may include remote assistance, on-site service, repair, preventive maintenance, software support, spare parts, application consultation, and service agreements. Charges are determined according to the required service scope and location.