The following technical support options are available to customers in the United States. For technical support outside of the United States, see Technical Support Outside the United States.
Solutions Database
We offer an extensive collection of articles, applications notes and measurement methods within easily searchable databases.
For information about any service option below, call HunterLab Support at 703-834-2206 or email helpdesk@hunterlab.com.
Technical Support Contract
A technical support contract (PDF) provides unlimited technical support by phone, e-mail and fax. Technical support personal will answer questions about system installation, operation and maintenance.
Technical Support Using WebEx
HunterLab now offers users the opportunity to have a technician or technical support representative remotely diagnose Hardware and Software issues through the use of the program WebEx. When connected to WebEx, HunterLab's trained technicians are able to control the desktop computer that is connected to the HunterLab sensor at the customer's site to help create or repair software settings or instrument hardware settings. The technician is able to see what issue a customer has and work through the problem with them. Solving the problem remotely saves the customer from having to return the sensor to the factory for service. Contact the HunterLab Technical Support Department for more information.
On-Site Applications Training
On-site applications training provides training at your site on instrument operation, proper sample handling techniques and the significance of measurement data. The computer installation and operation is not included in this visit. You should have the instrument set up and verify communications between the optical sensor and computer prior to the visit. Travel and living expenses are billed separately.
Preparation of IQ/OQ/PQ Protocol
Preparation of instrument installation, operation and performance qualification protocol. A cover sheet references the instrument and software type, company name and address and relevant approval signatures for the protocols. All procedures are given step-by-step. Protocol packages normally run 20-30 pages. Fees are for documentation only. The actual performance qualification is not included and is normally done by the user. There are additional fees if a HunterLab representative performs the qualification.
Laboratory Measurement Services
HunterLab offers measurement services for color measurement of all materials. Samples are tested using HunterLab instruments by an experienced Applications Specialist. There is a two-hour minimum for specimen measurement and data printout and a three-hour minimum for specimen measurement and full report.
Laboratory Measurement Services (PDF)
