Service and support

Installation, operator training, technical help, spare parts and document revisions.

Installation and training

Prepare the site information and the operator list before delivery. We confirm utilities, bench space and the training scope in advance.

Plan an installation

Technical support

Send the model, serial number, software version and a clear description of the behaviour you observe.

Describe an issue

Parts and documentation

Compatible parts depend on the exact configuration. Confirm the document revision before ordering consumables.

Browse documents

A faster answer

Before you contact us

These details let an engineer reproduce the situation instead of guessing.

Model and serial number from the rating plate.
Software version and the last change made to the method.
The exact message or error code, with a photograph if possible.
What you measured, the sample type and the expected result.

Scope

What we confirm in writing

Included: Standard items, documentation and the training scope are listed in the quotation.
Response time: Response and on-site arrangements are agreed per market and per service partner.
Not assumed: Regulatory compliance, validated methods and local certification are confirmed separately for your country and configuration.

Service questions

Can you support an instrument bought through a distributor?

Contact the distributor first: they hold the service agreement for your territory. If you need the factory to confirm a part or a document revision, send us the model and serial number.

Do you provide methods or validated results?

We publish selection guidance and application notes. Validation for your laboratory, matrix and regulatory framework remains with your team.

How do I know a document is current?

Each resource page lists the version, issue date and the department that reviewed it. If your copy differs, ask us before acting on it.

Technical support

Send the details and we will take it from there.

Include the model, serial number and a description of the issue.

Contact technical support