We provide rapid and complete technical assistance
Quality is our mantra!
To ensure stable results in the long term and high sample throughput, regular inspection
of instruments are indispensable. Nevertheless, if it ever becomes necessary to repair or restore your units, we will be ready to assist you.
A prompt repairing or restoration of your instrument is necessary to guarantee the precision of results and to maintain the durability and consistent performance of the unit. Thanks to Ermes Cloud Platform
, our Customer Assistance Team can provide a complete first remote assistance
, collect the main information needed to diagnose the issue and offer comprehensive initial support.
Depending on your specific needs, the VELP team and our distribution partners can provide different types of assistance:
Our engineers are committed to providing the necessary support as quickly as possible
- Remote support: the majority of the issue could be easily solved remotely. VELP offers support through different systems: email, website and phone calls.
- On-site support: whether a technician visit is required, we provide the on-site service. The support starts with troubleshooting the reported issue, the repairing step of the unit and the final verification of the instrument. All the operations are performed to guarantee the complete resolution of the problem and to ensure the best performance of the system.
- In-house support: When the repairing step requires specific tools or equipment for the instrument verification, the best option is in-house support at VELP Headquarters.