Services provided during the warranty period of the original instrument:
● Remote support service:
Labor and materials are provided free of charge according to the original warranty.
ITM-LAB technical support/service technicians can provide customers with the following services: technical consultation, product application and operation guidance, fault analysis and troubleshooting, spare parts and consumables replacement, software upgrade and customization, product operation and application documentation, and web-based self-service, which can be provided by telephone, fax, e-mail, online instant messenger, etc. in the form of written materials, pictures, charts, etc.
ITM-LAB technical support/service technicians can also provide customers with services such as online operation and application training, online fault analysis and troubleshooting, and web video conferencing using various instant messengers. ITM-LAB has a professional video conferencing system that can provide visual services and support for multiple users at the same time.
● On-site service:
During the warranty period of the original instrument, labor and materials are provided free of charge. If a technical support/service technician must travel to the customer's site and ITM-LAB incurs travel expenses and expenses, the customer shall be responsible for reimbursing ITM-LAB for travel expenses, including airfare, mileage, car rental, lodging, and meals. ITM-LAB will attempt to pay for airfare and other travel expenses at a reasonable price. ITM-LAB can arrange for a service technician to travel to your site for on-site instrument installation, commissioning, operation, application training, troubleshooting, repair, maintenance, testing, and calibration.
● Return the product to ITM-LAB International for repair:
During the original instrument warranty period, if the customer wishes to return the instrument to the ITM-LAB office for repair, ITM-LAB will repair the device free of charge. However, the customer will be responsible for preparing the instrument for shipping and will be responsible for all costs, including, but not limited to, shipping/freight (to and from the ITM-LAB office), insurance, and any applicable customs duties.
Our highly trained factory service technicians are able to perform full troubleshooting, repair, maintenance, testing, and calibration of returned instruments.
Out-of-warranty service for the original instrument (post-warranty):
1. Remote support service: The customer is responsible for the material and labor costs incurred by the service. However, there is no labor charge for services incurred within five (5) years from the date the product was first shipped.
2. Door-to-door on-site service: The customer is responsible for all materials, labor, and travel costs incurred.
3. Return the Product to ITM-LAB for Repair: After the original instrument warranty period has elapsed, if the customer wishes to return the instrument to the ITM-LAB office for repair, the customer shall be responsible for preparing the instrument for shipment and will bear the associated costs, including, but not limited to, shipping/shipping (to and from the ITM-LAB office), insurance premiums, and any applicable customs duties. The customer shall also bear all material and labor costs. However, if the repair service occurs within three (3) years from the date the product was first shipped, there will be no labor charge.