Service & Support for Quadrupole Users
"A little help when you need it"™
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We can offer you you a range of technical support options from our free technical telephone support right up to 24/7 on-line modem support, just choose an option..
Telephone Support
You are always welcome to call ESS for free technical support and advice on any MS product. We take calls within normal working hours 9AM to 5PM five days a week. A simple call to an experienced ESS engineer may be all it takes to get you up and running again.
Call us now on +44 (0)1606 49400 or Fax to +44 (0)1606 330937
We are always happy to provide detailed support, pictures, manuals, system files and quotations by e-mail. Click the "Contact Us" button in the navigation bar or Click Here to mail our technical support team.
24/7 Modem Support
With the simple addition of our modem support software and a service contract from ESS, you can have an engineer on-line direct to your instrument any time day or night. Modem support allows the engineers full control of your instrument for diagnostic purposes, plus uploading of new files or upgrades. Protection levels can be set to ensure system security. Read more about Service Contracts.
Service Agreements (or contracts) offer significant advantages over breakdown maintenance approaches. ESS offers a range of Service Agreements covering you from a single instrument to an entire department or site. Different levels of cover are designed to meet the needs of our wide customer base. We take after sales service seriously at ESS, in fact the company began life as a service provider and we have always considered support to be one of our great strengths.At ESS our relationship begins with the sale and continues, as it has with many of our key accounts, for years to come.We offer support at all levels from spare parts supply right through to 24/7 cover with full on-line diagnostics direct form our field engineers. You can choose contract based support with advantages for spares supply and training or you can just call us when you need us. We operate a full field service organisation word-wide or you can opt for excellent Return to Base servicing.All service work is backed by a three month warranty and all of our service agreements operate with penalty clauses to help ensure that you always get the service you paid for. Quite apart from this, all of our work is done within the ISO9001-2001 quality assurance framework, to which we are assessed annually. Sounds good doesn't it !, but then we would say that wouldn't we !, don't just take our word for it, talk to our customers. Service Agreements
Contract Options at a glance
Description & Part No
Preventative Maintenance
Parts Cover
Response Time
Number of Visits
Parts Discount
Training Discount
Penalty Clause
Maintenance Record
Multiple Instruments
On-Line
Preventative 200001
2 per annum
up to £100
N/A
2
N/A
N/A
YES
YES
YES
OPT
Standard 200002
1 per annum
up to £100
48 hrs
2
15%
15%
YES
YES
YES
OPT
Rapid 200003
1 per annum
up to £100
24 hrs
3
15%
15%
YES
YES
YES
OPT
Rapid Plus 2000004
1 per annum
up to £200
24 hrs
unlimited
20%
20%
YES
YES
YES
OPT
24/7 On-Line 200006
Unlimited
up to £350
24 hrs 7 days
unlimited
20%
20%
YES
YES
YES
YES
Bench Repair 200005
2 Per annum
up to £100
2 day T/A
2 returns
N/A
N/A
YES
YES
YES
OPT
View a Sample Contract in Adobe PDF
Don't Have Acrobat Reader? Get it here!
Remote Support Options
Many users now enjoy the benefits of remote support options from ess. We have standardised on Symantec PC Anywhere® as our remote support option.Customers choosing remote support will have a full copy of PC Anywhere shipped with their PC. This will be set to launch a remote host program when Windows® launches. Using this system, our engineers are able to fully diagnose your system, transfer files and upgrades or view any problems you may encounter live.The system has full encryption and can be fully password protected to ensure that you control access to information stored on the host PC.
