Part of the Oxford Instruments Group
Expand
Service & Support
Remote Support

Remote Support

To ensure continued optimal performance of your tool, this support package has been designed for customers who have a strong technical team and desire to maintain the equipment themselves with the remote support of the highly skilled Technical Team at Oxford Instruments.

We provide support through innovative platforms to resolve technical issues smoothly, using Helpdesk, TeamViewer and Live Assist. The remote support is available during our office hours 08:00am - 17:00 pm from Monday to Friday.

Request More Information

The Remote Support Package includes:

  • Response time within 48 hours during Oxford Instruments business days (national holidays are excluded)
  • Remote support Toolkit which includes speakers, Wi-Fi dongle, iPad, wireless headset, webcams and various cables and chargers.
  • 1 PM kit along with engineer remote support to complete the PM
  • Repair parts identified while troubleshooting remotely included. There is an optional add on for consumables that are excluded from the PM kits.
  • 10% discount for future services including spares, consumables, and upgrades
  • Subject to regional location, transport routes and export requirements. Delivery of parts into high risk countries cannot be guaranteed.

Feature Comparison

Warranty Agreements



Service Agreements

REMOTE SUPPORT SELF SUFFICIENCY SELF SUFFICIENCY PLUS PRIORITY SUPPORT PRODUCTION CRITICAL
Duration 12-36 months
Training 1 credit 2 credits 2 credits
Technical Help Desk Normal office hours 08:00-17:00 Monday-Friday
Technical Help Desk min. response time Within 48 hours Within 24 hours Within 4 hours Within 24 hours Within 4 hours
Engineer site visits Remote support Toolkit sent in advanced of PM  10% discount Maximum 2 visits with engineer on-site within 2 working days Maximum 2 visits with engineer on-site within 5 working days and 10% discount for further visits Unlimited visits with engineer on-site within 2 working days
Preventative maintenance 1 PM Kit / module with dedicated engineer connected remotely included
Parts (not including consumables) Optional extra Optional extra
Discount on all spares 10% discount 10% discount 15% discount 10% discount 15% discount
Software Help Desk 10% discount 10% discount Normal office hours 08:00-17:00 Monday-Friday and response within 4 hours Normal office hours 08:00-17:00 Monday-Friday and response within 24 hours Normal office hours 08:00-17:00 Monday-Friday and response within 4 hours
Software Assurance Agreement 10% discount 10% discount Minimum once per annum feature release 10% discount Minimum once per annum feature release

More from Service & Support

Find Support Near You