Skip to content
Support_service_hero

Support and Service

Global Support and Service Excellence

OptoFidelity offers support and services to our customers anywhere in the world. We are a global company headquartered in Finland with teams across Europe, the US, and Asia. Our manufacturing centers are located in Finland, Estonia, and China. We offer continuous support throughout our products’ lifecycle with expertise in metrology, optics, algorithms, and control systems.

 

Service Packages

OptoFidelity offers four distinct service levels designed to meet the diverse requirements of our customers. These levels range from basic support to high-priority, fast-response services for critical systems. Additionally, our service levels can also be tailored to meet specific customers’ needs.

 

Benefits of OptoFidelity’s Service Level Agreements

chart-down

Cost Predictability

Fixed yearly fees cover a range of services, helping you budget effectively.

up

Priority

Get faster response and resolution times with dedicated support based on your chosen service level.

insurance

Insurance

Like an extended warranty, our SLA provides regular system check-ups and preventive maintenance.

optimization

Optimization

Free your internal team to focus on core activities, enhancing operational efficiency.

Service Bronze Silver Gold Platinum
Remote technical support Charged separately Unlimited Unlimited Unlimited
Critical Response 24 hrs 8 hrs 4 hrs 2 hrs
Non-critical response 72 hrs Next day Same day Same day
Maintenance interval schedule 12 mths 6 mths 3-6 mths 1-4 mths
On-site corrective maintenance Charger separately Charger separately Charger separately Unlimited
Spare part services Available for purchase Available for purchase Optional, customization available Optional, customization available
Consumables - - Yes Yes
SW updates Optional Optional Optional Optional
remotesupport

Remote support

We provide focused and effective remote support to address your system issues.

Whether you need an initial diagnosis, troubleshooting, or temporary and permanent fixes, our team is just a click or call away.

preventivemaintanance

Preventive Maintenance

Our preventive maintenance programs are designed to keep your systems running smoothly.

Scheduled check-ups and upkeep prevent downtime and ensure operational effectiveness.

 

correctivemaintanance

Corrective Maintenance

Our Corrective Maintenance services are designed to provide on-site support, ensuring that any issues affecting your systems are promptly addressed.

The response time and scope of work are defined by the service level you choose, offering flexibility and assurance.

softwaremaintanance

Software Maintenance

Our services in software maintenance guarantee the sustained peak performance of your systems. Benefit from regular updates, expert troubleshooting, and seamless integration tailored for efficiency.

 

Invest in system longevity with our practical solutions.

 

opto-staff-lab copy-1

Training

Our expert-led sessions empower your team to master system functionalities, measurement techniques, and troubleshooting.

 

From beginners to advanced users, we tailor the training to elevate proficiency and boost operational efficiency.

spareparts

Spare Parts

Our Spare Part Services are tailored to complement your selected service level, ensuring that essential components are readily available for both preventive and corrective maintenance.

retrofits

Retrofits

Our Upgrades, Extensions, and Modernization services enhance the longevity of your systems.

Seamlessly integrate the latest features, extend capabilities, and modernize your technology.

supporportal

OptoFidelity Customer Portal

The customer portal is home for all your support-related needs, including:

•    Technical support requests
•    Spare part requests
•    Feature requests

 

Login

If you do not have an account, please contact support@optofidelity.com

contact

Contact Support and Services

support@optofidelity.com
support.optofidelity.com

Technical Support
+358 44 430 0111