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Support & Services

One of the major considerations involved in the decision to purchase electronic equipment is the quality and availability of support services. CANBERRA enjoys the finest reputation for service in the industry and is dedicated not only to maintaining it, but constantly improving it.

 

Software and Hardware Support

One of the major considerations involved in the decision to purchase electronic equipment is the quality and availability of support services. CANBERRA enjoys the finest reputation for Customer Service in the industry and is dedicated not only to maintaining it, but constantly improving it.

CANBERRA Benelux Customer Service department offers the following wide range of programs and services designed to satisfy the needs of our varied customer base:

  • On-site maintenance agreements for system users who require the highest level of service.
  • Extended Warranty agreements for customers who desire a rapid response, low cost, fixed fee repair service.
  • Standard return-to-factory service options (repair and calibration).
  • An optional priority repair service for urgent repair situations.
  • Start-up Assistance.
  • A full line of quality replacement parts for customers who elect to maintain their own equipment.
  • System Installation and Familiarization services.
Service Maintenance Agreements

All standard components in systems manufactured or supplied by CANBERRA (including the computer, memory and disk drives) can be maintained by employees of CANBERRA. Elimination of any third party responsibility allows CANBERRA to deal directly with our customers.

This relationship has historically allowed CANBERRA to be better informed and to respond quickly to customer requirements associated with either equipment capability or system reliability.

Maintenance agreements are available for any customer who wishes to have CANBERRA assume primary responsibility for the maintenance of their equipment. An agreement has the following advantages:

Specialist...At Your Service:

The equipment is maintained by service personnel who, in addition to being properly trained, spend all of their time working with CANBERRA equipment.

Our factory trained service engineers are specialists...in maintaining your CANBERRA equipment.

Technical Support:

CANBERRA Service Engineers have ready access to all the support available at the plant. This includes replacement system components, replacement software and access to product support engineers, design engineers, programmers, test technicians and CANBERRA management personnel.

Response Time ... Priority Service:

The highest priority is given to requests for service on equipment covered by a maintenance agreement. Agreement customers enjoy the shortest possible response time from the CANBERRA Service Department.

The equipment covered by the agreement is inspected by a CANBERRA Customer Service Engineer periodically and preventive maintenance is performed. All marginal components are replaced during each visit using only FACTORY APPROVED parts for long term reliability and increased uptime.

Option Upgrade ... Free Installation:

Because agreement customers are important to us, installation of any add-on equipment purchased from CANBERRA is installed by a Service Engineer at no additional charge when it is coordinated with a routine service call.

Performance Upgrade:

Engineering changes written to improve the performance and reliability of the equipment are installed at no additional charge.

No Surprises ... Peace Of Mind:

An agreement customer has a fixed cost for maintenance for the agreement period and, therefore, does not have budget problems covering emergency remedial action. Agreement customers are entitled to unlimited FREE hardware telephone support, unlimited FREE repair parts and unlimited FREE service visits.

Flexibility ... Have It Your Way:

CANBERRA Customer Service has the flexibility to tailor a maintenance agreement to fit your exact needs and budget.

The capability to provide this kind of service is not a promise for the future, nor is it a result of a crash program. It has been built throughout the history of the company. Service agreements presently cover more than 1,000 systems in the United States, as well as many others in foreign countries.

Service Maintenance Contracts
Hardware Maintenance Contract Options

Basic

  • 2nd Business Day On-site Response Time
  • Monday - Friday
  • Preventative Maintenance Visits (2 per year)
  • Unlimited Telephone Support
  • Unlimited Replacement Parts
  • Unlimited Emergency Visits

Critical

  • Next Business Day On-site Response Time
  • Monday - Friday
  • Preventative Maintenance Visits (2 per year)
  • Unlimited Telephone Support
  • Unlimited Replacement Parts
  • Unlimited Emergency Visits

Notes:

  1. Contracts offered are designed to meet the requirements of the majority of service maintenance customers. All contracts may be customized to meet special requirements or conditions.
  2. Response times for standard contracts is Monday to Friday, 8:00 a.m. to 5:00 p.m., excluding holidays.
  3. Detectors are only covered if itemized on the equipment list.
Software Maintenance Contract Options

Basic

  • Unlimited Telephone Support
  • Automatic Supply of all updates with Manuals and Release notes
  • Free participation to our Users meetings
  • Access to CANBERRA Software Performance Reporting Database through internet

Full Omnium

  • Unlimited Telephone Support
  • Automatic Supply of all updates with Manuals and Release notes
  • Guaranteed 48 h intervention for emergency intervention
  • Installation and Emergency Visits included
  • Free participation to our Users meetings
  • Access to CANBERRA Software Performance Reporting Database through internet

Standard

  • Unlimited Telephone Support
  • Automatic Supply of all updates with Manuals and Release notes
  • Guaranteed 48 h intervention for emergency intervention
  • Installation and Emergency Visits at preferential rate
  • Free participation to our Users meetings
  • Access to CANBERRA Software Performance Reporting Database through internet

All software contracts give right to discounts for participation to training courses organized by CANBERRA NV/SA.

Comprehensive Service Maintenance Contract

In order to meet the increasing needs of organizations such as yours, CANBERRA would like to propose an advanced concept in the services we can provide for you. CANBERRA not only leads the field in technological development, but also, in our department support capabilities and service. We are offering an entirely new concept to replace the older traditional maintenance contracts. Instead of limiting the services we provide for a fixed price to a limited amount of equipment, we propose to offer:

  • A field Service Engineer at your site Monday-Friday, one day to one week a month for an entire year.
  • Comprehensive service on all your CANBERRA equipment.
  • All parts and labor covered for every piece of CANBERRA equipment at your facility.
  • System management, software loading of your software updates.
  • System integration, calibration, network and diagnostic service.
  • Single source responsibility for all your system needs.
  • Unlimited user assistance.

Nowhere in the industry will you find any other service organization offering such comprehensive service for such a reasonable price. This is the answer to insufficient technical personnel, loss of trained system operators, repeated expensive training and retraining, and expensive as well as redundant multiple service contracts.

Factory Services

Designed for self-maintenance customers, our Factory Services include a full range of options including equipment repair, calibration, refurbishment and parts ordering. All equipment is serviced by a staff of highly skilled technicians using automatic test equipment and test instruments calibrated to NBS traceable standards. Calibrations certificates to comply with your quality program requirements are available upon request.

To ensure promptness, service coordinators are assigned to schedule and expedite your equipment from the time it is received until the time that it is shipped back to your facility.

System Installation and Familiarization

The System Installation and Familiarization Option is a service provided by the CANBERRA Customer Service Department to setup and verify the functional operation of the Data Acquisition Systems provided by CANBERRA.

The System Installation Option covers system setup at the customer's site. This includes connecting the acquisition front end and system peripherals, and verifying system operation. The customer service engineer introduces the user to the system hardware, its configuration and basic modes of operation. As part of the familiarization process, the customer service engineer runs a number of on-site tests which demonstrate to the user that the system is operating satisfactorily. Installation orders include a 90 day on-site service agreement.

Startup Assistance

A Startup Assistance Option is provided at the customer site and is intended to familiarize one or two users with operation of the system.

The 2-day Startup Assistance Option steps the user through system power-up and provides insight into minimal system management duties such as backing up system disk drives to tape. This option also presents an overview of the major features of the application software and provides a basic introduction to the use of the menu-driven automated counting command procedures.

Users who are unfamiliar with CANBERRA equipment or applications should register for the applicable CANBERRA training course for an in-depth understanding of the system.

Calibration

Instruments and systems require regular calibrations to give proof of their correct operation. In order to follow the ever more stringent Quality norms and practises the demands and requirements for calibrations and verifications increases every year. CANBERRA service engineers can take care of your calibrations. From portable Health Physics instruments to Gamma Spectroscopy systems we are able to provide you with a quality calibration service.

Consultancy Services

Our experts are available to help you in performing better. With years of experience from many places and applications we can come to your lab and help you improve the overall quality of the data. QA data review and analysis, improving analysis routines, install new software modules or develop new samples procedures are only a few of the things we can do to improve the quality of the data you present to your customers.

Service Center:

Belgium, The Netherlands & Luxemburg
Local Office:
+32 (0)2 / 481.85.54