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Help Desk |
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Protasis uses an
interactive reporting system to track questions, problems and open
issues with your product or installation. To use this feature,
simply fill out a simple form on the Protasis web site. Or
email it to help@protasis.com
When a help request is received, a numbered 'Help Ticket' is
issued and a receipt is emailed back to you. This allows you
to check the Protasis web site for the current status of any problem
report. Protasis guarantees response to all Help Tickets.
Silver Level Plan members can count on same day response and can
also chekc our Members Knowledgebase at any time for relevant
information. |
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Telephone Support |
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Protasis/MRM is well-known
for its considerate and informed telephone support. New
customers can count on ninety days of free telephone support to help
with:
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Assistance in meeting
probe specification
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Diagnosis for repairs of
maintenance
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Guidance in application
and use of probe
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Guidance in fluidic and
sample management
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Latest application notes /
journal papers
Established customers have
a choice of per incident support for a day or a month or unlimited
coverage through our Silver Level support Plan. |
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On-Site and
Web-Based Training
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Protasis will install your CapNMR probe and train you how to get the
highest performance in your high sensitivity or high throughput
applications. We'll teach you how to work with capillary
fluidics and manage small samples to make your laboratory more
efficient. Once you start using MicroFlow NMR, you will
quickly realize that these technologies quickly pay for themselves
with real cost savings in improved sample utilization, reduced
magnet time and lower reagent consumption. Silver Level
subscribers can take advantage of special Web Training materials at
any time that you can use to expand your knowledge and introduce new
operators to MicroFlow NMR. |
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| per Incident Repairs
/ Umbrella Coverage |
| If your
system goes down, we'll track down the problem and present you with
a clear, concise description of our recommended course of action to
get you up and running quickly. Protasis offers a range of repair,
cleaning and maintenance services. These are summarized on our
published rate card. Customers have a choice of Per Incident
Repairs or comprehensive Uptime Assurance support plans.
Before beginning work, we'll present you with a written plan of
action (and estimate) for your approval. The Silver Plan lets
you budget ahead for normal maintenance. Then you can rely
upon our factory and efficient depot repair to keep your probe
running at top performance levels. |
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Software Updates |
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Protasis regularly updates its application and operating system
software. We also update the firmware on our module
controllers. We'll inform you of scheduled updates by
email with plenty of advance notice and a list of bug fixes, feature
additions and improvements. Customers may purchase these
updates individually or receive them automatically when subscribed
to a support plan. Updates are accessible at any time from a
special download area on our website to support plan subscribers. |
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Consumables Kit |
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Support plan customers automatically receive a comprehensive kit of
parts and tools to quickly and conveniently perform minor repairs,
filter changes or other operations common to flow-based instruments.
These are the same parts that have been tested in use by the
experienced installers in the Protasis Field Service organization. |
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