Service & Support

We have a team of service engineers available to help with a range of support enquiries. Whether you need immediate help or are planning ahead with an support package or calibration booking then you’re in the right place.

How to get help

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For EMEA:
Tel: 00 44 1823 428 705

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For North and South America:
Tel: 00 1 773 696 1060

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For Asia and Australasia:
Tel: 00 852 9303 0048

To get in touch outside our opening times, please complete the enquiry form below. One of our service engineers will be in touch the next working day.

Please provide your system serial number when you call or message us – this will ensure we can help you faster.

PRICING

Phone support is included in our support packages (SLA).

If you don’t have an SLA, initial support up to 30 minutes is free of charge. Beyond this, your service engineer will discuss pricing with you at the time of your enquiry.

SUPPORT PACKAGE (SLA) CHECKER

Check if your system is covered under an SLA – just enter
your 5 digit system serial number.




SUPPORT PACKAGES (SERVICE LEVEL AGREEMENTS)

ESSENTIALS PACKAGE
(Level 1)

  • Remote technical support covering hardware and software
  • Remote access support
  • Software upgrades and up-issues
  • Discounted labour rates for systems / parts returned to MK Test Systems for repair
  • Discounted labour rates for onsite repairs, calibration or customer training.

PLUS PACKAGE
(Level 2)

  • Annual onsite calibration
  • Remote technical support covering hardware and software
  • Remote access support
  • Software upgrades and up-issues
  • Discounted labour rates for systems / parts returned to MK Test Systems for repair
  • Discounted labour rates for onsite repairs or customer training

PREMIUM PACKAGE
(Level 3)

  • Onsite support
  • Return to base inspection & repair
  • Parts
  • Annual onsite calibration
  • Remote technical support covering hardware and software
  • Remove access support
  • Software upgrades and up-issues
  • Discounted labour rates for onsite customer training

Key details for SUPPORT packages (sla):

    • Remote technical support is available during standard UK hours of business Monday-Friday, excluding Bank Holidays and scheduled business shutdowns.
    • Remote access support is subject to PC specification & operating system. Internet connection is required.
    • Releases, revisions, updates or fixes are no longer available for Gen2 software. We recommend upgrading to Gen3 software to fully benefit from our products and SLA packages.
    • ‘Plus’ and ‘Premium’ SLA packages cover one calibration visit per annum for each location covered.
    • Cost of travel is included for onsite visits within mainland UK. For all other locations, travel time and expenses will be charged in addition to the quoted contract fee at the prevailing rates. A separate purchase order will be required to cover these fees prior to any site visit.
    • The following parts are not covered in the ‘Premium’ SLA package: wearing parts; customer interface; PC, monitor & peripherals; third party PSUs & instruments; faults due to customer misuse or user error

To enquire about our support packages, please fill out the form below.

REPAIRS AND SPARES


We provide pricing for repairs and spare parts on an individual basis, as these can be as one-off support options or as part of your SLA.

For a repairs and spares enquiry, please fill out the form below.


SYSTEM EVALUATION

If your system hasn’t been used recently, it’s worth getting it checked over before using it again. During the evaluation, our experts will assess the system’s functionality and recommend any upgrades or maintenance if necessary.

This can usually be done remotely, and we can also visit your site if necessary. Please fill out the form below to enquire about this service.

SUPPORT ENQUIRY FORM

Service and Support Enquiry

Enquiry Type(Required)