Customer Support

Providing excellent customer support…

We can assure our customers that every product or service problem will be handled as quickly and efficiently as possible. We are committed to constantly improving our service.

Diagnosys - a world wide Support Service that provides:

• A customer service organisation that understands and meets our customer needs
• World Wide Support, when and where you need it. A world wide service team of engineers, providing an average of 15 years experience backed up by a logistics organisation spanning Europe, Asia and North America with stock holdings covering 30 years of Automated Test Equipment.
• A world-wide repair centre that truly understands our global commitments and supports the repair and management of the complete SLB, Factron, Schlumberger and Diagnosys board systems range.

Support Packages

Diagnosys offers a number of support packages designed to suit the different needs you may have as a customer. All of the support packages can be customised to fit your specific needs. If you would like to discuss the package details, or would like support contract prices for your equipment please contact us.

Service Type	Description
Platinum	Priority hardware return to base repair Full software support Hardware calibration
Gold	Hardware return to base repair Full software support
Silver	Full software support
Bronze	Off site Technical Support for Hardware or Software by telephone or email – Limited to 4 Issues
Per Incident	Access to technical support engineer – Charged per incident

To benefit from future software developments, enhancements, library additions and applications support, Diagnosys require that the systems are covered by Warranty or a valid support package.

Customer Call (CCL)

To ensure all Customer technical issues are recorded, prioritised and addressed, Diagnosys has introduced a state of the art Customer Call Logging system. All technical issues received will be entered on the log and prioritised for action by the appropriate engineer.

Technical issues on the Customer Call Log will be automatically escalated to Diagnosys senior management should a response not be given or if issues are not closed in a defined period.

The Call Log is used for all customer queries but priority is given to those with systems under warranty or under a valid support contract.

Legacy Systems

Diagnosys has evolved over the years and aquired the knowledge and capability to support and re-host legacy equipment from Membrain, Fairchild, Factron and Schlumberger systems. Diagnosys would be happy to discuss the ongoing support of your legacy systems or the opportunity to migrate the investment you have made in these legacy systems to new platforms. Diagnosys are proud to be able to offer the only true 100% compatible S700 ATE on the market and also have the ability to migrate from many competitor ATE systems.