SERVICE & SUPPORT

Our team of service engineers are available to help with your support enquiries.  Whether you need immediate help or are planning ahead, you're in the right place.

Raise a support ticket.

The best way to get help is to raise a support ticket.  Once we receive your enquiry, one of our service team will be in touch.

Please provide your system serial number, as this will enable us to help you faster.

Raise a support ticket
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Our warranty, your peace of mind.

MK Test Systems products are manufactured to the highest standards under an ISO 9001 registered quality scheme and carry a minimum one-year manufacturer warranty.

Download our terms and conditions

Phone support

Phone support is available during standard opening hours in each of our three time zones, Monday to Friday.  Please provide your system serial number when you call, as this will enable us to help you faster.

Phone support is included in our support packages (known as Service Level Agreements, or SLAs). 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 at the time of your call.

EMEA: +44 01823 428705

North & South America: +1 773 66 1060

Asia & Australasia: +852 9303 0048

Repairs and spares

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

To request pricing on a spare part or repair, please complete a support ticket.

System evaluation

If your system hasn't been used recently, it's worth getting it checked over before using it again.

 

During the evaluation, we'll assess the system's functionality and recommend any upgrades or maintenance if necessary.  This can usually be carried out remotely but we can also visit your site if necessary.

To enquire about this service, please submit a support ticket.

Prefer to help yourself?

Our resource library has stacks of useful information and guides including FAQs, manuals, 'how-to' guides and videos.

Browse the resource library
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"Instant answer to a call out of nowhere with excellent support, very impressed!"

Automeg F2500 customer in the Oil & Gas sector

"Thank you for the quick and descriptive feedback."

Automeg customer in the harness manufacturing industry

"Great service and flexibility to solutions that are not part of the regular functionality."

 

Support Packages (Service Level Agreements)

Level 1

Essentials Package
  • Remote technical support covering hardware and software
  • Remote access support
  • Software upgrades and up-issues
  • Discounted labour rates for equipment returned to MK Test Systems for repair
  • Discounted labour rates for onsite repairs, calibration or customer training.
Get pricing via a support ticket

Level 2

Plus Package
  • Annual onsite calibration
  • Remote technical support covering hardware and software
  • Remote access support
  • Software upgrades and up-issues
  • Discounted labour rates for equipment returned to MK Test Systems for repair
  • Discounted labour rates for onsite repairs or customer training
Get pricing via a support ticket

Level 3

Premium Package
  • Onsite support
  • Return to base inspection & repair
  • Parts*
  • Annual onsite calibration
  • Remote technical support covering hardware and software
  • Remote access support
  • Software upgrades and up-issues
  • Discounted labour rates for onsite customer training
Get pricing via a support ticket

Key details for support packages (SLAs):

  • 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 specifications and 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 and instruments; faults due to customer misuse or user error.

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