Technical Services and Support
Advanced Analytical offers the following technical support services for capillary electrophoresis systems:
- Feasibility Testing
- Installation and Training
- Troubleshooting and Technical Support
- Preventive Maintenance Agreements
Feasibility Testing:
Advanced Analytical is committed to ensuring our technology is a good fit for your application. To this end, we offer limited feasibility testing in order to provide real data for your samples prior to system purchase. Contact a member of the sales team to discuss this special service.
Installation and Training:
Installation is performed on-site by one of our highly trained Installation Specialists. Installation is routinely conducted over the course of two or three days allowing the Installation Specialist to confirm optimal instrument performance.
Prior to the installation, the Installation Specialist will/may:
- contact the customer to coordinate install dates that are acceptable for both parties
- send out an installation checklist, if appropriate
- request information about electrical line configurations and electric fluctuation, if appropriate
- send install kits directly to customer site ahead of time
During this installation, the Installation Specialist will:
- unpack the instrument
- document that the instrument is operating properly by completing an IQ/OQ (Installation Qualification and Operation Qualification)
- train personnel on the proper use of the instrument
- train personnel on the proper use of both operational and analytical software
- answer all questions regarding instrument install and training.
After the installation, Advanced Analytical will:
- provide one year warranty covering all parts from defect (from received date)
- provide one year of phone and email support (from received date)
- provide assistance in troubleshooting problems related to the instrument and software operation
- offer advice, when appropriate, on how to optimize experimental conditions for more efficient instrument operation
Both advanced application specific training as well as additional standard training courses are available for a fee. These training courses can be held either at our Ames facility or on-site. Schedule an additional training session.
Troubleshooting and Technical Support:
Advanced Analytical services every item we sell and we make every effort to keep your instrument running at peak performance. All systems are initially covered by a one-year all-inclusive warranty. After the warranty expires, an Extended Warranty Agreement (EWA) may be purchased. EWA's are a cost-effective way to ensure your system continues to operate at optimal performance. Please contact us to receive more information about the EWA and the three levels of coverage.
The Operator's Manual also contains a troubleshooting guide to help work through various issues.
Contact Us:
Technical Support (Toll-free)
888-822-7949
Monday – Friday, 7:30am – 5pm CST
Technical Support Email: Tech-support-CE@aati-us.com