CUSTOMER SUPPORT INFORMATION
Applications, Integration, Field Support, Fast Response Times, Product Intergration
End user/Customer provided: most preventative maintenance is able to be performed by the operator or the end user plant engineering. This includes verifying operational settings, inspection of the fiber and all electrical connections, water flow and filter replacement (depending on chiller installed), desiccant replacement and humidity filter replacement.
Installer/integrator/purchaser provided: many end users will contract the integrator or system builder to perform maintenance on the entire product. This would include the TeraDiode laser unit.
TeraDiode provided: our engineers can be dispatched from the USA headquarters to your system location worldwide. With the knowledge and remote diagnostics we will know exactly what is needed to get the system up and operational before we arrive. This reduces the downtime and increases customer satisfaction.
Online self-help: with a robust on line portal and ticketing software most questions can be answered using the FAQ section. If additional questions simply complete a short form for submission. Monday through Friday response is typically 24 hours, Saturday and Sunday may be answered in 48 hours. This portal is also where customers can submit requests for service by completing the ticket screen. Access any time. CLICK HERE
Training: TeraDiode can provide technical training to purchasers, integrators, end users at our HQ in Massachusetts. We do not charge for the training, however, all expenses and travel to and from our facility is not included.
Expect Experienced Support Professionals
Our support team has over 20 years of laser knowledge, experience in field service and depot repair, advanced training and exceptional management. The technology combined with our people is state of the art and provides fantastic response time to questions and field issues.
TeraDiode products are distributed worldwide either direct from TeraDiode or one of our distribution partners. The warranty for the systems is provided by TeraDiode and on-site support can be performed by one or more trained technical support providers:
Various Support Levels
Application Support: Our experienced and knowledgeable Applications team can assist with suggested settings for specific cutting or welding of metal, and the best assist gas and flow rate to use for optimal production.
Product Integration Support: When purchasing our Diode Laser engines as an OEM product for your system we are available to provide assistance with wiring, optimal cutting and operational parameters, and mechanical fit.
Technical Support: Questions about the lasers and operation, or in the event of a fault message the service support team is available. We can remote connect into any system via internet connection for diagnostic troubleshooting from our office, or anywhere in the world. Engineers can be dispatched from our office, or regional support worldwide by our trained service providers.
CUSTOMER SERVICE INQUIRY