|Photon Kinetics, Inc.
|9305 SW Gemini Drive
|Beaverton, OR 97008 USA
||+1 503 526 4678
||+1 503 526 4700
Product Support that Fits Your Needs
We at Photon Kinetics believe that our after-sale support is just as important
as the performance of our products. That's why we offer quality service both in
the field and in the factory, responsive technical support from an expert
staff, and a range of customer support programs that fit your specific needs
and enable you to get the most from our measurement systems, year after year.
Our Comprehensive Support Plan provides a pre-paid, defined level of support
whenever you need it. This enables you to plan maintenance, manage your expense
budget, and improve your ability to maintain critical manufacturing or
engineering schedules. Compared to individual “time and material” services and
“as-required” maintenance, the cost advantages of a Comprehensive Support
agreement can be considerable. However, if you feel that Comprehensive Support
doesn't fit your needs, you may still have a support plan option. We may be
able to offer customized versions of our Comprehensive Support Plan tailored to
your needs. Just contact the Photon Kinetics Technical Response Center or your
sales representative to discuss your specific requirements.
In addition to our Comprehensive Support and “time and material” support
services, Photon Kinetics also offers support through individual spare parts,
spare parts kits, as well as performance assurance and both operating and
maintenance training. All of these are available at current lead times and are
billed at current PK travel, labor and subsistence rates.
Comprehensive Support Plan
Enrollment in the Comprehensive Support plan provides the following benefits for
a one year period:
Technical Response Center support
Assistance with measurement questions
Troubleshooting product problems
Priority on-site response if a problem is determined to require field service
Coverage of all charges for both travel labor and on-site labor
Coverage of all spare parts costs
Software updates (major releases) where applicable
Performance Assurance (optional)
Comprehensive Support can be purchased at any time during equipment lifetime.
However, it is most cost effective to purchase this support during your
product's initial warranty period, as you will be eligible for a 10% discount.
If Comprehensive Support is purchased beyond the product's warranty period, the
cost of the plan will be the full plan cost, and a chargeable on-site
inspection will be required to qualify the system for the plan.
Eligibility and Exclusions
Eligibility is conditional on whether the product has been maintained in
accordance with PK recommendations.
Plan does not cover “consumables” such as lamps, cleaver assemblies, fiber
holders, input/output lenses, printer ribbons/ink cartridges, and SMA cables
used with our Pulse Bandwidth or Differential Mode Delay options.
Beyond the original PK product warranty, support for auxiliary OEM equipment
used with PK products (such as PC controllers and sampling oscilloscopes)
should be obtained directly from the OEM equipment manufacturer. This equipment
is excluded from the Comprehensive Support Plan.
Time and Material Service
Time and Material Service is available to our customers on an “as-needed” basis
to repair, realign or re-calibrate their system so that it meets its original
factory specifications. This process typically begins with a preliminary
diagnosis of the problem by a PK Field Service Engineer or our Technical
Response Center. Based on this diagnosis, a proposed action plan will be
provided along with a quotation for performing the work. Service charges are
based on prevailing rates for transportation and living expenses and current PK
rates for any required materials and labor (portal-to-portal, 4 hour minimum).
Other Support Services
Performance Assurance is the ideal support program for customers who choose to
have their own personnel (certified through a PK technical training course)
perform both routine and emergency product maintenance. This type of support
program is typically used to support either internal or external quality
standards, such as ISO 9000. Performance Assurance Service provides one or more
visits by a PK Field Service Engineer at scheduled intervals and at a fixed
price to perform any adjustments, cleaning etc. that might be necessary to
bring your system up to factory specified performance. If purchased as an
option to Comprehensive Support, Performance Assurance visits will also include
any necessary maintenance.
Photon Kinetics offers technical training courses for all of its products. Our
standard course offerings generally cover a range of topics from basic operator
training to advanced instrument maintenance and repair. However, most of these
courses can be adapted for your specific training needs. Training can take
place either at your site or at the Photon Kinetics factory in Beaverton,
Oregon. Contact your sales representative or the Technical Response Center for
course details and a quotation.
Please contact us to discuss your service needs. You may either contact Photon
Kinetics at the above address or by talking to your local sales representative.