Service and Support
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
Cost Predictability
Fixed yearly fees cover a range of services, helping you budget effectively.
Priority
Get faster response and resolution times with dedicated support based on your chosen service level.
Insurance
Like an extended warranty, our SLA provides regular system check-ups and preventive maintenance.
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 |
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.
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.
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.
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.
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.
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
Our Upgrades, Extensions, and Modernization services enhance the longevity of your systems.
Seamlessly integrate the latest features, extend capabilities, and modernize your technology.
Contact Support and Services
support@optofidelity.com
support.optofidelity.com
Technical Support
+358 44 430 0111