Support
Please contact us if you have any issues running your assays.
Tel (800) 963-1101 or (206) 258-2290 or e-mail support@flowinjection.com
In many cases, emailing a data file (.dat) where the issue occurs is the most productive first step in troubleshooting. On the back of your instrument is the serial number – please have it ready when you contact us.
When you buy a FIAlab instrument, you get a 10-year relationship. Customer satisfaction is essential to FIAlab – service and support is a part of it.
FIAlab’s instruments are very reliable and when maintained properly you will not have any issues with the instrument. Our support is helping customers with troubleshooting running their assays – it could be bad reagents, training a new lab technician, or anything else.
We offer two levels of service plans gold and silver level.
Service Plans
| SERVICE | SILVER | GOLD |
|---|---|---|
| Preventative Maintenance Visit Every 12 Months | ✓ | ✓ |
| Email Support | ✓ | ✓ |
| Phone Support | ✓ | ✓ |
| Remote Desktop Support | ✓ | ✓ |
| 3-Year Warranty on New Equipment | ✓ | ✓ |
| Software Upgrades and Bug Fixes | ✓ | ✓ |
| Reduced Fees for Additional Visits | ✓ | ✓ |
| 72 Hour On-Site Response Time | ✓ | ✓ |
| Preventative Maintenance Visit Every 6 Months | ✓ | |
| 24 Hour On-Site Response Time | ✓ |
Scheduled PM Visits
Service scheduling is for an individual visit, determined by the plan choice and customer demand. If a visit is scheduled at least 6 weeks in advance, travel fees are waived; otherwise, billed separately.
Quality Control (QC) Tests
At each PM visit, a thorough set of QC tests will be performed to ensure the equipment is operating up to standard. The exact parameters depend on the instrument set-up, and a detailed service document is provided at the time of service.
Technical Support
Service Plan customers receive prioritized assistance for any issue regarding their instrument. Customers experiencing issues can be assisted in real time via remote desktop sessions to expedite troubleshooting and minimize downtime.
Additional Visits & Parts
Additional visits, such as training visits, are charged at a reduced cost compared to non-service plan customers. A service visit may reveal an immediate need to repair and replace parts; any such parts and labor will be billed separately with customer approval.
Request a Quote
If you would like more information or a quote of our products, please email: sales@flowinjection.com
Or, call us at 206-258-2290. One of our expert sales staff will be sure to help you.