SERVICE SUPPORT BY REGION
US & CANADA: firstname.lastname@example.org
EUROPE, MIDDLE EAST & AFRICA: email@example.com
LATIN AMERICA: firstname.lastname@example.org
3 TIERS OF SERVICE
24HR Call Center
For all your service needs, the first step in contacting Astrophysics Service is to call our 24HR Call Center at +1 909-461-1111. Astrophysics offers complimentary basic technical phone support to all our customers. Our 24HR Call Center is the first line of service, providing assurance that anytime, anywhere, customers can have direct access to technical support from product experts on our entire line of x-ray equipment. Astrophysics maintains a highly trained team of Service Support Agents and Field Service Engineers to assist customers in diagnostics and troubleshooting, scheduling training, purchasing extended warranty coverage and more. Astrophysics is dedicated to providing the highest quality customer service and a fast resolution to your service needs.
Through Remote Support, Astrophysics Service can engage in direct video conferencing with the customer and electronically connect to the system via the internet. With this capability, Astrophysics Service Engineers can rapidly assess potential system faults, diagnose a solution and often make necessary repairs remotely. We recognize for some customers, Remote Support is a security concern, however for others, it is a quick alternative to getting a system issue resolved than dispatching an on-site Field Service Engineer. Ultimately, Remote Support facilitates faster service support and reflects our ongoing commitment to improve response time.
Following an initial phone diagnostic, when required Astrophysics will dispatch a Field Service Engineer for on-site support. Our Certified Field Service Engineers are locally placed in more than 100 countries to provide an immediate customer service response. We also offer service contracts with guaranteed priority response times. Astrophysics systems have a commonality of parts, namely off-the shelf components that are globally available- instead of only proprietary company parts that require you to pay more and wait for timely shipping. This smart serviceability allows us to provide faster and more cost effective service to our customers.