CANBERRA U.S. Customer Support

One of the major considerations involved in the decision to purchase electronic equipment is the quality and availability of support services. CANBERRA enjoys the finest reputation for service in the industry and is dedicated not only to maintaining it, but constantly improving it.

CANBERRA Field Services and Repair offers the following wide range of programs and services designed to satisfy the needs of our varied customer base:

• On-site maintenance agreements for system users who require the highest level of service.
• Extended Warranty agreements for customers who desire a rapid response, low cost, fixed fee repair service.
• Standard return-to-factory service options (repair and calibration).
• An optional priority repair service for urgent repair situations.
• Start-up Assistance.
• A full line of quality replacement parts for customers who elect to maintain their own equipment.
• System Installation and Familiarization services.

Customer U.S. Services Hotline . . . 1-800-255-6370

The only number you need to know for software and hardware support, training, field services or special services. If your problem cannot be resolved over the telephone, a field service engineer can be scheduled to visit your site.

To guarantee maximum available use of your system, CANBERRA provides technical support when you need it...

• With our Staff of over 20 Field Service Engineers
• Toll Free Telephone Support with in-house Technical Engineers
• Scheduled Preventive Maintenance Visits

At CANBERRA, we understand the need for reliable customer service to fit your schedule. CANBERRA offers site-specific contracts to meet your requirements, as well as a variety of standard contract options.

• Field Service & Repair
• Software Support Contracts
• Nuclear Measurement Services
• Software Performance Report Database
• Return Authorization Form

With the Nuclear Instrumentation Industry’s largest group of Field Service Engineers we support our product base worldwide. These Service Engineers provide site preparation, installation, calibration, start-up assistance and familiarization on anything from small special purpose systems to complete mobile laboratories.

Once installed the Service Engineers ensure these systems stay productive by providing expertise in troubleshooting and repair of our products.

On-Line
Having trouble installing software or a product upgrade? As a WebEx client we can provide the necessary support right on your Desktop. We can support you as if we were there in your lab and aid in getting your systems quickly into production. In addition, we operate an ftp site ftp.canberra.com, where you can quickly download product enhancements, upgrades and software patches.

On the Phone
Our diverse in-house Customer Support staff of Engineers, Spectroscopists and Physicists with well over 100 years of experience in nuclear instrumentation and systems can provide you with support in a wide variety of applications. We have expertise in Ms/Windows and VMS-based systems as well as our various spectroscopy and database products. Whether it is Hardware or Software Support, 800-255-6370 is the one number you need to know.

Hardware
Canberra offers three levels of Hardware Service Contracts, Basic (72-hour response). Advanced (48-hour response) or Critical (24-hour response). These contracts provide priority for availability of Parts and Services and ensure your systems are placed back in production in a timely manner. Hardware Service Contracts also provides you with a fixed cost for maintenance and repair for the year aiding in budget control. A detailed description of our Hardware Service Contracts appears in the linked documents.

Software
Software Service Contracts provide you with all the latest enhancements and patches available for your software. Software Contract customers may receive unlimited telephone support as well as media and documentation updates. They receive immediate notification of critical software problems and access to our Software Performance Reporting (SPR) System. The SPR documents the problem plus workarounds and solutions when available.