Support

DELIVERING UNRIVALLED PRODUCT SUPPORT

We offer a range of comprehensive support services for the duration of the product lifecycle, ensuring our clients can comply with regulatory requirements and guidelines. The delivery of service excellence is the mainstay of our longstanding client relationships.

SPECIFICATION AND DESIGN

A Functional Design Specification (FDS) will be produced in response to your User Requirement Specification (URS), followed by a Factory Acceptance Test (FAT) specification, qualification protocols and Site Acceptance Test (SAT).
Our systems are classified as Commercially available off-the-shelf (COTS) systems. The standard system is configured for your specific application.

If your requirement demands it, our in-house engineering team will develop additional non-standard hardware and software; modifications to a Commercial off-the shelf system offers significant savings in development and validation over a full custom system.
If required, the Factory Acceptance Test carried out at our offices demonstrates clause-by-clause compliance with your approved Functional Design Specification. We encourage clients to witness the Factory Acceptance Testing.

INSTALLATION AND TRAINING

Our in-house field engineer team undertake all installation and training tasks. As part of our installation and commissioning procedure we generate a comprehensive package of Installation Qualification (IQ) and Operational Qualification (OQ) documentation containing everything you need to demonstrate regulatory compliance.

We run on-site training courses for different levels of users. These courses cover all aspects of system operation and we issue training certificates and comprehensive user manuals as required by regulatory authorities.

ONGOING SUPPORT AND MAINTENANCE AGREEMENTS

Annual maintenance agreements protect your investment in Contronics laboratory monitoring systems. Our agreements are fully comprehensive and cover hardware, labour, software upgrades and fixes together with all travel and subsistence.

Our applications specialists are available from 8am to 10pm, 7 days per week to answer your support queries and requests. A 24/7 message service operates outside these hours.

If you have a maintenance agreement and the issue cannot be solved remotely, we schedule a site visit. Contronics offers 5-day and 7-day support levels.

SOFTWARE UPDATES

Software updates are a result of our continuing product improvement policy; updates are free of charge to clients with maintenance agreements. A Factory Acceptance Test plan is produced which covers not only testing of new features but contains aspects of regression testing based on documented risk analysis. Client’s Quality departments may review this plan. A Site Acceptance Test will be performed following installation of the software update on the client’s hardware. The Site Acceptance Test is performed by Contronics engineers and witnessed by clients quality staff; it validates the new functionality and proves that existing functionally is unaffected by the update and maintains regulatory compliance of your laboratory monitoring system.

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