Customer Support
Get help with troubleshooting, service requests, or technical questions for your metallographic equipment.
Submit a Support Request
Describe your question or issue below and our support team will get back to you.
How It Works
Submit Your Request
Fill out the form with details about your issue or question. The more context you provide, the faster we can help.
We Assess & Respond
Our support team reviews your request and responds, whether that's a solution, a follow-up question, or scheduling a call to dig deeper.
Resolution
We work with you until the issue is resolved, whether remotely or by coordinating on-site service if needed.
Services & Support Programs
KeepPACE Service Plans
Our KeepPACE program offers flexible service plans designed to meet the needs of any lab, from basic annual check-ins to comprehensive coverage with priority support.
- Annual check-ins and maintenance
- Priority support and emergency assistance
- Dedicated technicians and personalized service
On-Site Installation
Professional installation and setup of your equipment by our experienced technicians. We ensure proper installation, calibration, and initial testing.
- Equipment placement and leveling
- Calibration and performance verification
- Operator walkthrough and initial testing
Training & Maintenance
Comprehensive training programs and flexible maintenance services. From basic operation to advanced techniques, we help your team master your equipment.
- Hands-on operator training
- Preventive maintenance programs
- Advanced technique workshops
Frequently Asked Questions
How quickly will I hear back?
Our average response time is under 24 business hours. That initial response may be a solution, a follow-up question, or scheduling a call, depending on the complexity of your issue.
What information should I include?
Include your equipment model, a description of the issue or question, any error messages or symptoms, and photos if relevant. The more detail you provide, the faster we can help.
Do you offer on-site service?
Yes. If an issue can't be resolved remotely, we can coordinate on-site service through our technicians or authorized service partners.
What does my warranty cover?
Warranty coverage varies by product. Contact us with your equipment model and purchase details and we'll let you know exactly what's covered.
Can I order replacement parts?
Yes. Let us know the equipment model and the part you need, and we'll get you pricing and availability. Many common parts ship same-day.
What is the KeepPACE program?
KeepPACE is our flexible service plan program offering annual maintenance, priority support, and dedicated technicians. Plans are tailored to your lab's size and needs.
Need Help Now?
Our support team is available Monday through Friday to assist with any equipment issues, technical questions, or service needs.