WORLDWIDE PARTNERS

• Fluorescence
• Biomedical

SUPPORT & SERVICE

Customer Support and Service Activities

The ISS Support and Service Activities carried out by our dedicated Support & Service Team start with the purchasing stage and continue over the years until the instrument is retired by the customer.

Choosing the Right Instrument for You

Not sure about which instrument is best suited to cover your applications? Our support team is available at any time for a consultation. Our specialists listen to the intended applications and make constructive suggestions about the type of instrument required and the instrument configuration (detectors, light sources, accessories).

Installation and Training

Instruments installations are carried out by our specialized personnel. The installation process and the verification of the functionality of the system take, depending upon its complexity, from 2 to 16 hours. Then the proper training on the system starts; the training is divided into three modules:

1. Acquaintance with the units and components of the instrument. Understanding the role of each component; turning the units ON/OFF. Checking the instrument performance. Maintenance of the system.
2. Data acquisition. The various acquisition modalities are used and demonstrated on test samples.
3. Data processing and analysis. The analysis and processing algorithms are introduced.

Technical Support during the Warranty Period

The instrument price includes 12-months warranty for ISS parts and labor. Should repairs be required during the warranty period, ISS will supply and replace on-site the parts needed on short notice and at no cost for the customer. The support is conducted through any of the following activities:

1. Email and Telephone Support

   During the warranty period unlimited email support and telephone support are provided.

2. Remote Control

   The instrumentation can be controlled from our offices in Champaign provided the computer is connected to the Internet. All of the computer-controlled functions of the instrument (for microscopes: alignment, selection of filters/dichroics, setting the intensity of the lasers, setting the dwell time and the size of an image as well as the acquisition parameters) can be controlled remotely, an effective tool for diagnostics and check of the instrument functionality.

3. On-Site Visit

   When required, our technical personnel will carry out an on-site visit to check the instrument functionality and correct/replace any malfunctioning components.

Post-Warranty Technical Support

After the warranty period expires, ISS offers Service and Maintenance Programs which extend the warranty on the instrument. Should any problem occur, the instrument is fully covered and serviced by ISS technical personnel.

Lifetime Support

Instrumentation is an expensive investment for every researcher. ISS policy encompasses the support of the instrumentation no matter how old the instrument is. We continue to service and support instruments installed thirty years ago though upgrades of key hardware and software components.

Support and service of instruments retired by ISS

The following instruments are no longer offered by ISS:

• Phoenix, SLM Upgrade Kit
• K2, Multifrequency Phase Fluorometer

ISS is committed to continue the support of these instruments.

ISS Support and Service Centers

ISS support and service team is based at the ISS facility in Champaign, Illinois. The support and service team can be reached through email or by telephone (888-359-8681).

A support and service office is operational in Germany (Dr. Michael Steinwand; Bartholomöus-Moser-Weg 4; D-88696 Owingen; Tel: 07551-838411; Email: msteinwand@innovendia.de). The office stores some spare parts and acts as the first service support line in Europe.

SUPPORT & SERVICE TEAM

• 
  Mark Parsons
  Service Coordinator
  service@iss.com
• 
  Dennis Hueber
  Director of Engineering
  nirs@iss.com
• 
  Shih-chu Liao
  Research Scientist
  microscopy@iss.com
• 
  Yuansheng Sun
  Director of Microscopy & Spectroscopy
  microscopy@iss.com