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.
How to get help
RAISE A SUPPORT TICKET
The best way to get help is to raise a support ticket using this form. Once we receive your enquiry, one of our Service team will be in touch.
Please include your serial system number, as this will enable us to help you faster.
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 - this will ensure we can 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 1823 428 705
North & South America: +1 773 696 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 your SLA.
To request pricing on a repair or spare part, please complete a support ticket using the form at the top of the page.
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 done remotely but we can also visit your site if necessary.
To enquire about this service, please submit a support ticket using the form at the top of this page.
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 submit a support ticket using the form at the top of this page.