Process Solutions
Part of the Oxford Instruments Group
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Part of the Oxford Instruments Group
At Oxford Instruments Plasma Technology, we’re committed to delivering innovative solutions and exceptional services that help our customers stay ahead in a fast-moving technology landscape. We’re dedicated to exceeding expectations, building lasting partnerships, and driving your continued success.
We have a commitment to our customers to be with you every step of the way to maximise your uptime and manage your system lifecycle. We achieve these goals through our comprehensive range of service support packages, on-demand technical training, spares, process solutions, and a range of system and software upgrade options.
We offer a variety of tiered service packages for on-site support, as well as a remote support only package, allowing our customers to choose the level of service that best suits their needs and budget. See the table below for a summary of our service support package features and scroll down for more details of each option:
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Bronze |
Silver |
Gold | |
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1 x repair visit(5,6) + 10% discount |
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(1) Optional Parts inclusive
(2) Scheduled during contract period
(3) Continuation after the standard warranty period
(4) Purchased during the contract period
(5) Visit limited to 3 days labour
(6) Parts included for scheduled visit only and excludes pumps, chillers and Turbo's
(7) Service credits available to purchase on Bronze agreement only subject to conditions
(8) Gold purchased at PoS enhances the warranty period for response to 2 days for the total contract period (24 months)
*Software revisions included and updated with customer consent
** PaaS available to purchase
***Onsite response time is best endeavour
These are tiered on-site support packages which ensure you have expert assistance at your facility. Our skilled engineers work with you to address technical issues, perform preventative maintenance, and optimize your equipment for peak performance. With rapid response times and tailored solutions, these packages help minimise downtime and keep your systems running smoothly.
Our premium support package is designed to maximise system uptime, minimise downtime, and provide our most effective level of support. Primarily geared to production environments where system performance and output is critical, we have designed this package so that all associated costs are included.
Our mid-level package ensures your system receives an annual preventative maintenance routine from one of our expert field service engineers, with emergency support delivered rapidly within a pre-agreed timeframe. The Silver package balances cost and benefit, helping manage your budget and maximise system uptime, especially suitable in small-volume production and R&D environments.
Our entry level package, delivering an annual preventative maintenance routine from one of our expert field service engineers. Bronze ensures your system performance is maintained, and the risks of an unplanned system or part failure are minimised, whilst offering access to our technical specialists and UK-based world-class technical training facility.
Our Remote only package unlocks access to our technical support services to get the expert help you need wherever you are. This option is ideal for customers who need access to our technical expertise whilst managing any call-outs, spares, and maintenance on an “as-needed” basis.
Using advanced tools like Live Assist and TeamViewer, our engineers can diagnose issues, guide you through troubleshooting, and provide software updates, all without needing to visit your site. This is a fast and convenient option that saves time, reduces costs, and keeps your system performing at its best.
Our service support packages, along with our other customer services (including on-demand technical training, hardware and software upgrades, spares, and process solutions), mean we’re with you every step of the way to manage your system lifecycle and maximise your system uptime.
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