Customer Support
All Protasis systems are certified at the factory and then installed and recertified at your facility. Then we’;ll train all operators and show you how to get the best results from your probe or automation sytem. With this solid preparation, we find that most follow-up questions can be handled by telephone or by remote WebEx or VNC sessions. We can offer guided tutorials and suggest interactive diagnostics. Most software updates can now be handled remotely. Thus, Protasis support staff can resolve most customer concerns quickly. Networking provides you with fast access to technical support personnel. If a problem is identified that requires hardware repairs, we will typically isolate the problem to a probe or fluidic or computer module. Probes are shipped to Savoy, Illinois and computers, sample loaders and solvent conditioners are shipped to Marlborough, MA for servicing. Protasis responds to all repairs with a sense of urgency to provide the shortest downtime possible. We are committed to providing the highest quality support services for our growing customer base of process and research instruments worldwide.
Field Installations and Performance Maintenance
After the initial probe installation, Protasis Service is available for additional visits to optimize results (e.g., create probe shim files).
Remote Diagnostics
Protasis can use WebEx or VNC to access your Instrument Server or spectrometer computer. From there we can run diagnostics, guide tutorials, or upgrade software. We can even shim probes remotely.
Operator Training and Certification
Protasis offers a variety of training classes at its Sales Offices, over-the-web, or through special arrangement at your facility. View a list of available training classes by location. Discover the valuable resources available through our MicroFlow NMR Training and Support Center. Whether you are an NMR novice or an experienced analyst, MicroFlow NMR training helps you make the most of your analysis investment. If you manage a larger NMR facility, we have a variety of intensive hands-on training courses tailored to fit your budget and your staff’s different levels of expertise.
Spare Parts and Kits
Many parts are now listed on The microNMR Outlet our combination catalog/store. You can also restock your installation or Consumables Kit there.
System Validation
Protasis probes and automation systems are certified at the factory and recertified when installed in the field. We recommend an annual Performance Maintenance visit–our trained servicep erson can check out the entire system, replace filters and plumbing, reload and upgrade software and recertify everything.
Uptime Support Plans
Protasis subscription services entitles you to major upgrades and service packs, comprehensive hotline support, and 24 x 7 access to the latest enhancements, downloads, technical tips, and additional value-added resources. As a member of a support plan, you can access comprehensive technical information via the web and participate more actively in the global community of MicroFlow NMR users. Protasis offers several different support plans designed to meet the needs of our diverse user’s budgets and workflow patterns.
Many service options come with your purchase to ensure that your startup experience with a Protasis product is smooth and productive. Over time, we encourage most customers to budget ahead for their routine servicing requirements. This prevents unanticipated downtime and cost. support plans come with the comprehensive telephone support and web training to help you get the most use of your CapNMR probe. For about 10% of your initial purchase, the Protasis Uptime Assurance Plan, Silver Level lets you budget ahead for your routine probe maintenance and provides a package of value-added subscription services to keep the results flowing in your laboratory.
Available plans include:
- Silver Level (Depot Repair)
- Gold Level
- per Incident Repairs
- Tailored Plans for Your Special Requirements
Call us at 508-481-4163 for more information.