Technical Support Services Rbert Brczi Instruments around the

Technical Support Services Róbert Bárczi

Instruments around the world Almost 2000 sold system worldwide

Support Summary in 2018 4268 inbox messages 31 on-site action (repairs, maintenances, upgrades) 8 in Hungary 23 in abroad (China, South-Korea, Thailand, Turkey, New York, SFO, Toulouse, Graz, Berlin, Innsbruck, etc. )

In house repairs

Spare parts shipping Too long deadlines Problems with our supplier (ASK) if they are slow, we can not be fast Solution: a mirrored spare parts pool (ASK vs 3 dhistech) In order to be able to repair quickly, you can also create your own spare parts pool.

Service Level 1

Service Level 2

Service Level 3

What have been changed in 2018 Márton Cseh-Szombathy decided to resign New colleagues arrived • Tamás Varga – software support • János Lakatos – software support • György Kiss – hardware support • Adrián Gáspár – hardware support • Tibor Molnár – P 1000 specialist Currently eight engineers/technicians works at support department

For being able to start working on the problems we Need • Serial number of the instrument (in topic if possible) • Software version • Used confiuration ( PC, Cameras, etc. ) • Symptomps, error messages • Log files • Pictures, videos

Solutions those we can offer E-mail descriptions Remote sessions On-site repair In house repair (RMA procedures) Maintenances Installations

Faults Errors Bugs, Problems Support gets feedbacks

Good working instruments Solved problem Support doesn’t get feedback

We need information of… On-site or in house actions those had been carried out succesfully by our service partners Reason: we need to record all of the errors and maintenances that happen with any of our sold instuments

„Three rules of work: Out of clutter find simplicity, From discord find harmony, In the middle of difficulty lies opportunity. ”

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