Service Centers

The ORTEC Service Team is here to assist you with any of the following equipment needs:

• Instrument Repairs and Factory Authorized Parts
• Instrument Upgrades
• Factory Warranty
• Extended Service Support Plans

Instrument Repairs and Factory Authorized Parts
If your instrument requires repair, please speak with us to see how we can assist you. We will evaluate each individual case and will provide the best options to address your situation.

If you are an authorized ORTEC distributor, you may purchase factory authorized parts to enhance the local level of response and support for your customers.

For more information on how to return an instrument for repair, please refer to the Repairs and Upgrades section below.

Instrument Upgrades
ORTEC continually develops and improves existing products. Upgrading to the latest specification is often a smart and highly desirable decision, especially in the case of nuclear security applications where upgrades generally provide enhanced capability and results.

Often performed as part of a repair operation, an equipment upgrade may involve improved software, firmware or reliability improvements. Software upgrades for analysis software allow a user to stay abreast of the latest algorithm improvements or to migrate to a newer PC operating system. For portable instrumentation, hardware upgrades may be available to improve reliability or usability.

Please contact us if you would like to explore upgrade options for your ORTEC equipment.

Factory Warranty
ORTEC offers a one-year limited warranty with new equipment. Extended warranties are available for purchase. Please see the Warranty and Support Plans section below for more detailed information.

Extended Service Support Plans
ORTEC offers multiple options to maintain peak performance and value of your ORTEC instrument and systems with the following:

• Extended Warranties - Avoid unplanned repair costs and simplify your equipment maintenance budgeting.
• Service Contracts - Additional training support, on-site visits and other value added services. All of which further simplifies and improves your ongoing equipment maintenance and performance capabilities.

• Software Subscriptions - Helps you stay abreast of the latest algorithm improvements or to migrate to a newer PC operating system automatically and hassle-free.

   

Please see the Warranty and Support Plans section below for more detailed information.

Factory Warranty
ORTEC warrants that our products will be free from defects in material and workmanship. ORTEC makes no other warranties, expressed or implied, and specifically no warranty or fitness for a particular purpose. ORTEC’s exclusive liability is limited to repairing or replacing at ORTEC’s sole option, items found by ORTEC to be defective in workmanship or materials within one year from date of shipment.

For specific product warranty information, please refer to the products user manual. User Manuals contain the complete Product Warranty statement for the particular product under consideration.

Extended Service Support Plans
We are committed to the long-term operation of your equipment and the maximization of the value you receive. Extended Service Plans help you accomplish these objectives and simplify managing your maintenance budget.

The range of ORTEC Extended Service Support Plans includes:

• Extended Warranties
• Service Contracts
• Software Subscriptions

Extended Support Plans offer a mix of priority service, reduced expense and administration, or a fixed service budget. If we do not have the exact plan to fit your application, let us tailor one for your needs. Extended Support Plans are an excellent value option to your investment.

Extended Warranties
Extended Warranties are an alternative to the usual “pay as you go” repairs that start once the initial new equipment factory warranty has expired. We offer extended warranty plans to increase the coverage for your equipment by an extra two or three years. Based on the specific needs of your operations we can work with you to assess the option of longer time frames upon request.

The nature of an extended warranty is that for a modest “up front” payment, you receive the ideal amount of coverage for your equipment that suits your needs during a pre-defined time frame. The range of items that can be included under an extended warranty coverage spans:

• Free repairs and/or replacement of parts (as needed)
• Free labor
• Free return shipping

Extended warranty plans can be tailored to include one, two or, all of the above, to suit your specific repair needs.

Extended warranty plans are offered with the purchase of a new instrument, but in some cases, at ORTEC's sole discretion upon previous assessment and evaluation of the instrumentation under consideration, we may also extend the offering to an otherwise out-of-warranty instrument. Upon good standing of the coverage and at ORTEC's sole discretion, extended warranty coverage time frames may be increased while the initial extended warranty is in force.

The advantage of an extended warranty is that it makes it easy to plan operational costs for an instrument or a group of instruments. Please speak with us for options and/or check with your Customer Support Coordinator for further details.

Service Agreements
Service agreements are similar to Extended Warranties in the sense that they are basically extended warranty plans with added services.

Service Agreements can be tailored to offer a variety of features including:

• Free repairs and/or replacement of parts (as needed)
• Free labor
• Free return shipping
• Pre-defined number of hours per month of free phone support
• Priority Service
• Free Software upgrades
• A predefined number of on-site support visits per year
• A predefined number of training sessions for a pre-defined and agreed number of attendees per year

Software Subscriptions
Software subscriptions are available so that you may stay abreast of the latest algorithm improvements or to migrate to a newer PC operating system automatically and hassle-free. Multiple-year plans (2, 3, 4, or 5) are available for software products. This ensures that all updates for the software product will be made available to the user at no charge during the period the subscription is valid.

If you are considering the purchase of a new instrument, you should consider the Service Support Options as part of your overall instrument investment. To get started, please contact your local ORTEC representative, who will be happy to assist, or send us an email to [email protected].