Oxford Instruments' Support
Flexible Support Agreements
Oxford Instruments is committed to providing comprehensive, flexible and reliable global customer support.
As manufacturers of bespoke equipment, we recognise that our customers require equally personalised customer service to meet all their needs. Our broad customer base, from universities and laboratories, to 24/7 manufacturing, means that we design our services to suit each customer.
Our support contracts now incorporate a whole range of services, tailored to suit each individual customer. Our minimum requirement is that a contract should include one preventative visit per contract year.
- Pre-Purchased Service Fund
In addition to our Support Agreements, Oxford Instruments also offers a ‘Pay as You Go’ type of service and support: the ‘Pre-Purchased Fund’. The Pre-Purchased Fund is a fund with no expiry date that customers can buy/allocate in advance, and then use gradually as support/service for their tools are needed.
OIPT offers experienced and highly qualified teams of specialists in Software and Process/Applications. The teams are available either to provide support remotely or on-site at our customer’s facility.
For further details or a quote on any of the above services, please contact us via your local Oxford Instruments sales and customer support office, or email us at: plasmacs@oxinst.com
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Emergency Response
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Help Desk Support
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Support Contract Benefits
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Global Reach
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Emergency Response Site Visits
In the event that the OIPT system is not performing to its required standard, OIPT offers a range of options for site visits; from a guaranteed on-site response time of 5 working days, up to a guarantee of being on-site within 24 hours.
The OIPT contract can either include a specified number of, or unlimited visits, depending upon the system application. During the visit, the OIPT service engineer will perform a first line inspection to ascertain the fault, and will then investigate the cause with an aim to rectifying the situation, within an acceptable time frame.
Before departing from site the OIPT engineer will carry out a system check to ensure that the system is fully functional, and is performing to its specification. Any recommendations will be reported to the customer and to OIPT’s Support department.
Help Desk Support
With over 30 years combined experience on all of our Systems, OIPT’s Technical Support Help Desk team has wide and varied product knowledge. The team is available to answer phone or email requests – whether the help required is for a parts quotation, for operational assistance, or to arrange for a Service Engineer visit.
Our technical assistance offering varies from ‘normal’ office hours to 24/7 assistance, depending on the package chosen. Highest priority is given to those customers taking a customised support package.
Support Contract Benefits
- All contracts are based on an average 20% saving compared to OIPT standard time and materials rates
- Contracted customers benefit from an additional 5% saving on any spares, upgrades or training ordered throughout the duration of the contract
- Safeguards your investment: Ongoing, comprehensive support coverage helps to prolong and protect your valuable investment, and can reduce lifetime cost of ownership
- Additional savings can be made when customers purchase a 3 or 5 year contract
- Reduced downtime, as customers with Support Contracts receive priority
- Easier maintenance budget planning, as costs are already covered
- Knowledge that systems are being maintained by highly skilled OIPT Field Engineers
- A Global Reach
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Service Centres* |
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Parts Centres |
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Europe & Middle East
Montevrain, France
Wiesbaden, Germany
Haifa, Israel
St Petersburg, Russia
Moscow, Russia
Bristol, UK
USA
Arizona, USA
Texas, USA
San Francisco, CA, USA
Concord, MA, USA |
Asia
Beijing, China
Guangzhou, China
Shanghai, China
Hong Kong
New Delhi, India
Mumbai, India
Calcutta, India
Bangalore, India
Tokyo, Japan
Kyungki-do, Korea
Penang, Malaysia
Singapore
Taiwan County, Taiwan |
Asia
Shanghai, China
Taiwan County, Taiwan
EMEA
Bristol, UK
USA
Concord, MA, USA |
| *Includes agents with OIPT trained engineers |
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